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White Papers & Research for Call centre

Discover the Hidden Value of your Digital Wallboards
Helping contact centre managers to understand how to best deploy and use wallboards when integrating into the contact centre culture.

Employee Engagement - Delivering a Customer Service Revolution
The contact centre industry is at a crossroads: Businesses in the retail sector need to realise that real, tangible and meaningful change is needed for the industry to deliver and profit from a 21st century service that customers enjoy using and staff feel proud to be a part of.

The ‘Now’ Generation & the Customer Communications Gap
Today's consumers expect everything now. This has huge implications for the way organisations respond to their needs. These high service expectations are likely to have been set by interactions with online retailers such as Amazon, searches on Google, or the slick shopping experience found at the local Apple store.