The latest research shows that contact centre reporting is suffering, with organisations being left without a single consolidated view of how the contact centre is performing. Continue reading 40% of CX Leaders voted contact centre reporting as a top challenge in 2023
Category Archives: Whitepaper
40% of CX Leaders are unsure as to how to deliver customer satisfaction, as the primary contact moves away from voice to self-service, Bots and AI
Consumers are now looking for more digital and self-service options when contacting a business. How can businesses address this need? Continue reading 40% of CX Leaders are unsure as to how to deliver customer satisfaction, as the primary contact moves away from voice to self-service, Bots and AI
50% of CX Leaders have voted delivering a consistent omnichannel customer experience as their biggest challenge in 2023
Failing to deliver a seamless omnichannel customer experience is one of the most prevalent challenges CX leaders are dealing with right now. Continue reading 50% of CX Leaders have voted delivering a consistent omnichannel customer experience as their biggest challenge in 2023
Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout
PCI Pal®, the global provider of secure payment solutions, today releases a comprehensive white paper with Servadus, and Verizon Business Group, Professional Services, mapping the contact centre landscape over the past few years and taking a look ahead as the industry moves to adopt new payment security standards. Continue reading Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout
Khoros Reveals How to Best Retain Contact Centre Agents with AI and Automation
Khoros, an award-winning leader in digital-first customer engagement software and services, released its latest whitepaper, Turning the Great Resignation into the Great Retention: 5 ways leaders can automate to save money & limit agent attrition. Continue reading Khoros Reveals How to Best Retain Contact Centre Agents with AI and Automation
Technology – key to coping with new ‘hybrid office realities’
The long-term success or otherwise of organisations across the UK could hinge on how those businesses adapt and invest in technology solutions to make the most of emerging “hybrid-office” culture and increased digital rather than face-to-face engagement with employees. Continue reading Technology – key to coping with new ‘hybrid office realities’