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White Paper

WHITE PAPER: Transform Customer Service with Next-Gen Knowledge

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By eGain

Over 5,000 consumers told us in a survey that the biggest hurdles to good customer experience are: “contact center agents are not knowledgeable,” “different agents give different answers,” and “I can’t find answers on the company website.”

At the same time, customer service contact center agents confessed that “finding the right answers” and “answer to different questions vary in different systems” posed the biggest hurdles in providing good customer service when the customer was on the line.

The reason for both experiences is the same: Legacy knowledge management (KM) systems that are failing to deliver answers and knowledge silos that create chaos for the business and the customer. The solution is also the same: Next-gen knowledge.

What are the characteristics of next-gen knowledge? How are Global 1000 innovators leveraging next-gen knowledge to transform customer service? What has been the payoff for them and their customers? How can you get going with next-gen knowledge? Know in this white paper.

WHITE PAPER: Video in the contact center – How to future-proof your CX

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By Vonage

Putting your customers first by serving them on their channel of choice can be challenging and complex for both your business and agents. Adding video to the mix can take that to the next level.

Adrian Swinscoe, best-selling author and Forbes contributor, outlines these challenges and provides industry-specific use cases in his new whitepaper: Video in the Contact Center – How to Future-Proof Your CX.

Download to read how video can take your CX into the future.

WHITE PAPER: How to launch a call deflection strategy

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Download the RingCentral white paper on how to launch a call deflection strategy.

Improve your customer experience and streamline your contact centre activity by deflecting calls to digital channels.

Learn more about call deflection best practices:

  • The difference between call deflection vs call avoidance
  • When and where to implement call deflection
  • Key elements to consider for strategic success
  • What channels to deflect calls to

Contact Centre Automation: Best Practices for 2020

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With the digitisation of contact centre operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care.

However, just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to turn over to artificial intelligence and a machine is a challenge. One must balance core service goals with digital worker capabilities and provide exceptional customer experience.

Learn more about contact centre automation best practices – download TTEC’s white paper, Thoughtful Contact Centre Automation Transforms Customer Care.


WHITE PAPER: Are you a Customer Service Leader or Laggard?

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Part 1: A leader’s perspective on the industry

Kura and Inisoft have been working with ContactBabel and the Contact Centre Association (CCA) to understand the state of the contact centre industry from a leader’s perspective, and in contrast to this, an advisor’s perspective.

Part one of this research series with ContactBabel takes a deep-dive into what the leaders of today perceive to be the key challenges, and how they plan to overcome them.  Over 100 UK contact centre decision-makers participated in this research, in summer 2017. Job titles included contact centre directors and managers, CX directors and other senior customer contact decision-makers.

Key findings in this white paper have revealed:

  • 71% of contact centre leaders’ believe their advisors enjoy “good” or “very good” morale.
  • The number one factor leaders’ believe will boost advisor morale is a higher salary – interestingly though, they do not believe this will improve their performance.
  • The top criteria leaders’ are taking to support their front-line advisors is an investment in new technology.

Download your complimentary copy of this report here –

Industry Spotlight: Poor customer service results in £11 billion loss for UK firms…

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According to new research from the cloud technology provider, NewVoiceMedia, poor levels of customer service in UK businesses is resulting in a £11 billion loss per year, with the main reason given by 44 per cent of consumers for leaving a company is down to ‘feeling unappreciated’.

The company, which has developed an extensive portfolio of White Papers related to the discussion of customer service and engagement, determined other reasons for consumers leaving were in line with previous findings; as 35 per cent stated that staff were ‘unhelpful/rude staff’; 33 per cent  felt they were ‘being passed around’ to multiple people/agents; 27 per cent were unable to retrieve the answers needed; the same number were ‘fed up’ with queuing; and 25 per cent were not able to speak with an appropriate person.

Abundant emphasis on the integration of self-service options has become a consistent topic of conversation in the industry for the last few years, however, 61 per cent consider telephone communication to be the ‘quickest solution’ to resolving a query, whereas emailing is a preferred method by 49 per cent of respondents as a way of communicating with a company.

Surprisingly found to be the quickest solution, there does seem to be an overall dislike in calling companies by 48 per cent of respondents; in addition to 42 per cent noting the annoyance of not being able to speak to a ‘real person’ straight away. The cost of calling and the multiple menu options before being directed to an agent were also key issues addressed, and the average call time before a consumer decides to hang up was calculated at 11 minutes.

The CEO of NewVoiceMedia, Jonathan Gale, said: “With revenue being transferred between companies at an alarming rate, this research highlights the considerable impact that customers have on a business’s success. Customer experience is the key differentiator, and by doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful.”

Furthermore, more than half of those who have experienced poor customer service would write to complain; 20 per cent would post a review online; 16 per cent would tell friends or colleagues not to use the company and the same number would vent frustration via social media platforms to publicly complain about a company’s service.

Despite a heavy focus on the negative, if consumers were provided with exceptional service, 68 per cent would ‘be more loyal’ to a particular company; 59 per cent would recommend the company to others; and 34 per cent would use the company on a frequent basis.

The £11 billion figure is also a decrease of £1.2 from research commissioned in 2013, which reported UK firms were losing £12.2 billion.

To download the ‘Feedback loops in customer service’ White Paper, click here 

Jabra unveils customer service challenges report…

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Surveying an approximate 3,200 ‘customer centric profiles’ in seven countries, a White Paper conducted by headset manufacturer, Jabra, has revealed that 73 per cent of decision-makers in call centric environments are experiencing an increase in the intricacy of customer queries.

The research, which monitored areas including; the value of call-centric workers; complexities surrounding digital transformation and customer service trends; and the factors in the productivity levels of staff members, also found that 55 per cent of consumers are likely to change their minds on purchasing a product due to poor customer service; despite 80 per cent of company bosses claiming that their levels of customer service are ‘superior’.

Read the full White Paper here