All white papers & guides

Sponsored by Business Systems, this is a must-read guide for any organisation who is looking to invest in a Speech Analytics solution.  From being able to analyse the content produced across millions of interactions taking place every day in contact centres, to reaching a solid understanding as to why your customers are calling you, the level of actionable wisdom that analytics can unlock is exceptional.  Learn how you can leverage Speech Analytics to identify and fix broken business processes, make immense improvements...

Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly.  However, customers today are rapidly moving beyond first-generation channels to next generation digital channels (social platforms such as Facebook, LinkedIn, Twitter etc). These are well on their way to become mainstream Contact Centre channels.  How can and should Contact Centres adapt? 

Is your workforce planning running smoothly? Evaluate your service performance and KPIs based on the handy checklist below to see if you’re on track. Discover if you’ve fallen into some bad habits or are missing out on new opportunities. Our handy checklist covers: : Making sure your forecast and schedules are in syncUnderstanding why your KPI targets are set to what they areEnsuring your forecasting algorithms are matching the channelEnsuring you are actively looking for new ways to reduce overheadConducting "post-mortems"...

Business leaders face a number of challenges from within and outside their organisations. Profitability and business growth, customer loyalty and advocacy, the acquisition and retention of top talent, corporate reputation, change and risk management are major responsibilities and senior managers need to master them all in equal measures to achieve true business success. Download this white paper which outlines 3 key strategies to achieve sustainable business success by using Workforce Management (WFM) : The importance of powering customer experience (CX)The...

Disasters and their effects on contact centres can come without warning and impact your company's image and bottom line. If you haven't implemented a disaster recovery or business continuity plan, your contact centre platform might not have the scalability and flexibility needed to respond to the situation. As your organisation navigates potential emergency situations, Business Systems and NICE inContact have your contact centre technology needs covered. Our guide covers the following topics: What is Business Continuity and Disaster Recovery?What is the operational and financial impact...

Housing associations in the UK are under incredible pressure. The demand for social housing has never been higher. Yet efforts to develop new properties are hamstrung by reduced funding and government cuts to social rent. To survive, housing associations must run operations as efficiently as possible and maintain a positive reputation among tenants, potential investors and the public at large.  By transforming the contact centre, workforce management technology can help. It gives contact centre managers seamless ability to schedule agents, track performance across all channels...

In January 2018, the Markets in Financial Instruments Directive II (MiFID II) will take effect.  As the deadline looms closer it is important for Financial Institutions to  consider their options in order to comply.   If not, they are likely to face tough challenges as well as hefty fines which could be easily avoided with the right preparation.  If you’re still reading, then you’re probably a Financial Institution professional responsible for ensuring your organisation is ready. Perhaps you’ve started to...

Are you looking to upgrade or replace your call recording system? Then download our checklist which will come in very handy! To ensure a successful call recording installation, simply review the checklist below prior to your install date, decide on your requirements and liaise with your installer and any third parties accordingly. Our handy checklist covers the different stages of call recording installation you need to consider such as: AccessWindows security patchesRemote access and supportNetwork ports and IP addressesRetention periods

Purpose of white paper: Outlines how digital evidence recording can be effectively implementedExamines how nationwide adoption of this technology benefits the Police services, Criminal Justice System (CJS) and Public Although tape-based solutions are largely considered obsolete due to the limitations of their analogue format, the majority of Police forces still rely on this decades-old technology to capture crucial evidence from suspects and witnesses. As analogue systems reach end of life, a digital server-based solution is now widely accepted as their...

Clarity. Accountability. Performance. Quality monitoring makes it easier to gather all kinds of meaningful data from your calls. But that doesn’t mean automated systems should have the final say. Quality monitoring software can wheedle out the calls that matter. But no system is able to provide the level of insight needed to accurately evaluate a call. That takes a human. For the most fair and meaningful insight, contact centres still count on the evaluation skills of team leaders and supervisors....

It’s a new era and one with robots. The emergence of Robotic Process Automation (RPA) has meant significant potential cost savings and scalability advantages to appeal to almost any customer service driven business.  With major research companies predicting that in the next few years the vast majority of customer relationships will be run without human intervention, we run a survey to find out how familiar customer service professionals are with Robotic Process Automation and whether it is gaining momentum as...

Making customers happy in today’s environment is not just a good idea - it’s a necessity. A good customer experience means  customers are likely to spend more, be loyal and make recommendations to their friends and family. And with the right digital customer service platform, every organisation can offer faster, results-driven service to cut costs and increase revenue by making more customers happy. To help you excel in customer service, download our guide for top tips and research on the importance of...