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. Continue reading The Innovator’s Guide to the Digital-First Contact Centre
Category Archives: Whitepaper
[WHITEPAPER] A Business Toolkit to Guide You Towards Mapping Your Robotic Process Automation Journey
According to a global study by Deloitte, more than half of companies (53%) have already started their Robotic Process Automation journeys. Continue reading [WHITEPAPER] A Business Toolkit to Guide You Towards Mapping Your Robotic Process Automation Journey
ITU findings challenged in latency whitepaper by Spearline
Spearline, a network intelligence company in the telecommunications industry, has launched a whitepaper for contact centres on the impact of voice latency on business growth. Continue reading ITU findings challenged in latency whitepaper by Spearline
PCI-PAL and Verizon collaborate on Whitepaper
PCI-PAL PLC, a secure payments provider to contact centres, is pleased to announce the release of a co-authored whitepaper with Verizon to examine and address the challenges in achieving Payment Card Industry Data Security Standard (‘PCI DSS’) compliance in contact centre environments. Continue reading PCI-PAL and Verizon collaborate on 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
Five steps to GDPR compliance
The impending General Data Protection Regulation (GDPR) will affect every business process that handles personal data — and customer service is no exception. Business automation expert, Parker Software, has released a comprehensive white paper explaining how customer service departments can ensure they are compliant. Continue reading Five steps to GDPR compliance
Extracting Calls from Old Call Recorders Checklist
Whether you need access to old call recordings for compliance reasons (FCA, MiFID II) or for business intelligence, there are a number of options available to help you preserve historic call recording audio and data including: Continue reading Extracting Calls from Old Call Recorders Checklist
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
The State of Quality Monitoring – 2017
Last year, Business Systems 2016 survey showed a significant turn towards Quality Monitoring compared to 2015: Continue reading The State of Quality Monitoring – 2017
Guide: Robotic Process Automation in Customer Service
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. Continue reading Guide: Robotic Process Automation in Customer Service
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
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