Category Archives: Whitepaper

PCI Pal and Verizon White Paper Examines PCI Security Compliance in Contact Centre Environments

PCI-Pal PLC, a secure payments provider to contact centres released a white paper with Verizon to examine and address the challenges in achieving Payment Card Industry Security Standards Council (PCI SSC) compliance in contact centre environments. Continue reading PCI Pal and Verizon White Paper Examines PCI Security Compliance in Contact Centre Environments

Creative Virtual Celebrates Customer Service Week with New Contact Centre Whitepaper

Creative Virtual, a world leader in customer and employee engagement, knowledge management and self-service solutions, has published a new whitepaper, A Chatbot for Your Contact Centre, in celebration of Customer Service Week. Designed as a buyer’s guide for the contact centre, the complimentary whitepaper outlines industry best practices and provides questions to ask when selecting a conversational platform. Continue reading Creative Virtual Celebrates Customer Service Week with New Contact Centre Whitepaper

Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows

The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today. Initially, the key focal point for businesses was increasing operational efficiencies. Continue reading Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows

Are Your Agents Ready For The Omnichannel World? – Altitude Reports on the Six Skills of Omnichannel Contact Center Agents

PRESS RELEASE: There is a continued, but dramatic, change going on in contact centers worldwide. Over 50% of organizations will soon be managing a multichannel contact center, featuring at least eight different forms of contact methods (1). Continue reading Are Your Agents Ready For The Omnichannel World? – Altitude Reports on the Six Skills of Omnichannel Contact Center Agents

Altitude Software New White Paper Outlines How Mobile Apps Can Improve Customer Engagement

PRESS RELEASE: Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced the release of a new white paper aimed at helping businesses understand how they can transform customer engagement by integrating mobile apps in customer centric strategies. Continue reading Altitude Software New White Paper Outlines How Mobile Apps Can Improve Customer Engagement

Discovering the Hidden Value of Your Digital Wallboards

Whitepaper: Contact centre managers need to understand how to best deploy and use wallboards when integrating into the contact centre culture. In a recent white paper, “Discovering the Hidden Value of Your Digital Wallboards”, Johanna Lubahn, Managing Director of Call Center Services from the Cohen Brown Management Group and Stephen Pace, CEO from SJS Solutions collaborated on the perspective of leveraging wallboard technology and people skills for optimum performance results. Continue reading Discovering the Hidden Value of Your Digital Wallboards