Category Archives: Whitepaper

Compliance Voice Data is a “Missed CRM Opportunity” Argues New Whitepaper

PRESS RELEASE: Financial services institutions are sitting on thousands of hours of voice recordings that could hold the key to better understanding customers and improving service. However, almost 15% of organisations say they plan to make separate, expensive customer analytics investments, rather than reuse existing systems, found a new TeleWare-sponsored whitepaper released today. Continue reading Compliance Voice Data is a “Missed CRM Opportunity” Argues New Whitepaper

Frost and Sullivan Profiles Back Office Workforce Optimisation Market

PRESS RELEASE: The emerging Back Office Workforce Optimisation (BOWFO) market is being viewed as an attractive, emerging category with high growth potential, according to the latest report into the Back Office conducted and launched by analyst house Frost & Sullivan. Continue reading Frost and Sullivan Profiles Back Office Workforce Optimisation Market

New Frost & Sullivan White Paper Outlines Transition to Omni-Channel Contact Center

PRESS RELEASE: Altitude Software, a leader in unified customer interaction solutions, and Frost & Sullivan, the growth partnership company announced the release of the white paper “Transition from a Multi-Channel to an Omni-Channel Contact Center World”, now available from Altitude Software. Continue reading New Frost & Sullivan White Paper Outlines Transition to Omni-Channel Contact Center

‘Too much efficiency is not actually efficient’ – new white paper

PRESS RELEASE: Serco Consulting’s Director of Service Solutions Delivery, Keith White, launches his latest white paper, ‘Too much efficiency is not actually efficient’. This paper discusses the importance of companies with shared service operations targeting effectiveness instead of efficiency, and focusing on delivering flexibility in the face of constant change. Continue reading ‘Too much efficiency is not actually efficient’ – new white paper

Outsourcing is being transformed by the digital revolution

PRESS RELEASE: Just as the digital revolution continues to change the ground rules in customer engagement, it is also changing the shape and scope of customer management outsourcing. This is the key finding in a new Serco and Ember Services whitepaper which suggests a seismic shift is taking place in the perception of what outsourcing can deliver, how it needs to be contracted and how it should be assessed. Continue reading Outsourcing is being transformed by the digital revolution

Altitude Software WhitePaper on Best Practices to Drive Customer Engagement Using Real Time Analytics

AS LogoAltitude Software, a leader in unified customer interaction solutions, has released a new white paper aimed at helping businesses to achieve customer engagement using real time analytics in the contact centre. Continue reading Altitude Software WhitePaper on Best Practices to Drive Customer Engagement Using Real Time Analytics