Reports, White Papers and Latest Resources

Keeping a close eye on what other CX leaders are doing through benchmarking is critical – it's like peeking into the playbook for success! By understanding what’s working (and what isn’t) leaders can unlock fresh ideas and know-how, and those who embrace innovations will stay ahead of the curve.

Discover how leading retailers are overcoming key challenges like rising customer expectations, loyalty erosion, and the demand for seamless, personalised omnichannel experiences. This eBook highlights actionable strategies and demonstrates how Five9’s New CX uses Omnichannel, AI and automation to boost loyalty, elevate agents, and drive growth.

Vux World and Zoom present how AI and automation can revolutionize your customer experience, tackle the challenges of legacy contact centers, and drive true CX innovation.

When agents are restricted by rigid processes, it inevitably compromises the customer experience – driving up Average Handling Time, decreasing C-SAT scores, and more. By sharp contrast, empowered agents have the resources, flexibility, and control to deliver exceptional customer experiences – by not only adapting to customers immediate needs, but going above and beyond to truly wow them. So how do you get from hamstrung to empowered? Watch this webinar, where experts will be exploring the do’s and don’ts of agent empowerment and how YOU can start delivering exceptional experiences to your customers today.

It’s never been more important—or made more sense—to move your contact center to an AI-powered cloud-based solution. Just as important is to do it the right way.

Customer expectations now evolve too quickly. Disruptive service models are increasingly common as barriers to entry fall. To remain competitive and relevant, organisations need the capability to continuously trial and scale better paths to customer outcomes.

This exclusive IDC InfoBrief examines how contact centers’ performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like self-service rates.

In today's customer service landscape, contact centers face growing pressure to deliver exceptional experiences while managing increasing volumes. This quality assurance checklist will help you maintain and improve your service standards:

• Ensure consistency and compliance
• Boost agent performance
• Accelerate data-driven improvement

Has your contact centre coaching strategy gone stale? You are not alone! Many leaders fall into the trap of doing things the way they’ve always been done – sadly compromising employee and customer experience along the way. So, if your coaching strategy, at best, could be described as “average”, it’s high time to have a rethink and push your team to the next level! So why not watch this webinar, where experts explore how the very best contact centres are successfully advancing their coaching strategies to maximize results!

Some organisations are failing at CX, even after spending a fortune on new contact centre technology. Queues persist, customers fume and loyalty evaporates.

Backed by insights from over 1,500 CX leaders, this latest research dives into the challenges, trends, and opportunities shaping CX in 2025 and beyond.

86% of business leaders believe that customer service is becoming a strategic revenue source (Salesforce). How can you make the most of artificial intelligence based on your business and priorities? Find out in this Odigo White Paper designed for CX professionals!

62% of contact centre leaders intend to implement a cloud contact centre within the next 18 months. What were their reasons?

MiaRec have put together a comprehensive, vendor-agnostic checklist to help you evaluate and implement the best Voice Analytics solutions for your business.

With signs often difficult to detect, many people in need go unnoticed. Discover how AI and automation can serve as a vital safety net, enabling more proactive, empathetic, and impactful experiences for vulnerable customers and citizens.

91% of contact centre and customer experience (CX) leaders believe that AI will help optimise CX strategies, and 62% have at least partially implemented AI technology. Yet even as more companies adopt AI, many companies are not sure how to measure the ROI of AI technology.

Customer experience (CX) has changed dramatically in the past five years and will continue to do so in the future. With emerging technologies, shifting consumer expectations, and new trends in personalization, how can organizations stay ahead of the curve? Watch this exclusive webinar, where experts share the latest trends, strategies, and predictions that will redefine the future of customer experience.

Calabrio and Get out of Wrap are excited to announce the launch of Voice of the Agent - a research report capturing the insights of over 500 contact centre agents across Europe.

AI has shaped the strategic narrative for everyone this year – from the technology vendors weaving new features into their product offerings and the contact centre leaders rethinking what great CX looks like, right through to the agents facing a new chapter of possibilities in augmentation and automation – redefining daily life on the frontline.

Choosing the right contact centre platform is a critical step for any business. With a broad range of customer experience (CX) solutions available—from comprehensive platforms to specialised tools—it can be challenging to identify the ideal fit for your organisation. That’s where this guide comes in.

Are you ready to take your sales contact center to the next level? Are you looking for ways to boost revenue, increase sales performance, and increase efficiency and profitability—automatically?

As more companies adopt AI, 27% still say they are not sure how to measure the ROI of AI technology.

Discover how cutting-edge AI technology can transform your customer interactions and drive business growth. This comprehensive 90-page report delves into the latest advancements in Customer Interaction and Speech Analytics, providing you with actionable insights to enhance CX, increase revenue, and much more.

Self-service solutions are essential to modern customer care, but how often do they truly ease the customer journey? The Customer Effort Index (CEI) provides unparalleled insights into where customer effort is highest, helping businesses identify pain points and optimize service delivery.

Exceeding customer expectations is critical in today’s competitive market. But whats the real impact of exceptional CX on your bottom line? This research provides answers from the analysis of billions of interactions, along with more CX insights you won’t find anywhere else. The State of CX report reveals a compelling link: businesses with the highest customer sentiment scores outperform peers in stock returns—learn by how much in the research.

There’s no doubt that Genesys Cloud CX is a premium, AI-powered experience orchestration platform – one that’s designed to help organisations coordinate every step of their customer and employee experience.

2025 is almost here! Are you ready? Whether you’re just starting to think about your plans for next year or are in the process of refining them, this webinar is for you! Watch this webinar, as we take an in-depth look at what the future of contact centres is set to look like in 2025 and what you should prioritising (and putting on the backburner) to stay competitive.

Download this brand-new Contact Center Managers Guide to finding the right Conversation Intelligence platform for your contact center.

See how integrating CRM with contact centers can unlock the potential of AI to enhance customer experience.

44% of customer service professionals say that maintaining trust is the biggest roadblock they encounter.

CCW Digital’s newly released report includes strategies and solutions to help supervisors empower all agents to thrive in a more consultative, connection-minded role.

As you prepare your 2025 CX strategy, this eBook offers essential insights and recommendations to navigate these transformative times. By embracing the power of cloud, digital, and AI technologies and aligning your CX initiatives with your customers’ evolving needs, you can ensure your business is not just keeping pace but leading the way in delivering exceptional experiences.

This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and productive work environment, are focused on improving customer service and are ready to ramp up their internal Quality Assessment process.

The financial services industry is evolving rapidly, driven by Fintech innovation. Discover how to stay ahead in Five9’s latest white paper: Transforming Your Customer Experience in Financial Services.

Do your customer interactions reflect the level of care and personalization needed to build loyalty. Concerned this may be costing you repeat business? You’re right to be. Research consistently shows that customers are rarely forgiving of poor experiences, and when interactions fall short, you might only get one more chance to win them back—if you’re lucky—before they move on. If this sounds like a challenge in your contact centre, watch this webinar to explore how the latest technological advancements and innovative people strategies are redefining what’s possible in creating outstanding customer interactions that foster lasting relationships!

When it comes to cybersecurity, it’s no longer a question of knowing if an organisation is going to be attacked, but when.

This eBook provides a clear, logical description of the five steps involved in creating an accurate forecast. Packed with detailed instructions and professional tips, it will enable you to adopt best practise and get immediate results - and long-term value.

Contact centers face mounting pressures to reduce costs without sacrificing performance or customer experience.

This eBook explores success stories from top-tier brands such as Sony, Carnival UK, and Hyundai Capital and how these brands leverage AI to exceed customer expectations and achieve unmatched results.

The average annual contact center turnover rate is an eye-watering 60%.

Many contact centers today look to their agents to provide a detailed account of what happens during each customer interaction.

Forrester Consulting conducted a Total Economic Impact™ (TEI) study to explore the potential cost savings and ROI of deploying Puzzel’s CX platform.

Innovations like AI and automation bring endless possibilities. But what does this really mean for daily life in your contact centre? For starters, there’s new possibilities in everything from improving clarity and quality of calls, to reducing repetitive tasks and information overload, right through to organizing and prioritising incoming calls, and more – all to drive innovation that truly benefits customer, agents, and the bottom line. But what’s right for your team? To separate the hype from the reality, watch this webinar to hear what the experts have to say about where AI and other innovations are really making contact centres better right now.

This White Paper explores the critical steps necessary for contact centres to effectively integrate AI into their operations.

In today’s customer-driven world, AI-driven Topic Analysis is essential for enhancing service and improving retention.

So, can you have it all? Exceptional, cost-efficient CX at scale? Scorebuddy say yes, so download this eBook today and strike the perfect balance.

Businesses outsource their contact center operations for various reasons. The goal could be to flex service provision around customer demand, to increase scalability, to rapidly acquire new skills or new technology, to free up leadership bandwidth to focus on core competencies, or simply to reduce costs.

The UK is a nation of notetakers. But while almost everyone jots down information daily, the way we take notes varies widely.

One of the biggest opportunities for AI is customer service. But contrary to popular opinion, AI is not a bandage you can throw on your customer service cut and expect it to heal. It takes the right solution, at the right time with the right people buying in to make AI for CX work. A pulse survey was conducted by Harvard Business Review Analytic Services, to understand how brands perceive AI for customer service what value they’re realizing, and strategies to overcome the implementation challenges.

Is your contact centre measuring up against your competitors?

Ready to transform your contact centre?

It’s time to harness the power of AI for quality assurance. Swap tedious, time-consuming manual QA for an automated evaluation process that uncovers real insights and drives superior CX.

Does every day feel like a battle to keep the machinery of customer contact up and running? Are your agents doing too many things at once even though 97.5% of human brains are ill-equipped for multi-tasking? This is call center chaos. Its a growing phenomenon, and its what happens when call volume and complexity overtake your call centers abilities. This guide will show you how four real companies have brought accuracy, simplicity and harmony to their customer service (even when complexity seems inescapable).

From the introduction of AI, to changing customer communication preferences, contact centre leaders continuously need to adapt their strategy to make sure they don’t get left behind. Need some help in redesigning your CX, spotting points of friction, and knowing where to focus your energy for the best possible outcome right now? Look no further! This webinar will bring together the latest thinking in people, processes, and technology, as our panel of experts share 7 clever ways to transform your contact centre.

If things feel painful behind the scenes, they probably feel painful for your customers too. Fixing your customer support operations starts with understanding where you sit on the CX maturity curve. Use this assessment tool now to discover where you sit.

This report by Talkdesk delves into the transformative journey of customer experience within the mobile-first era, exploring the evolution of digital mobility and its impact on banking.

1 in 6 contact centers have already deployed GenAI—and only 1% say they have no plans to do so (Deloitte). When you reel off the potential benefits, it’s easy to see why. But, as things stand, half of AI projects fail due to poor execution. Planning is one thing—doing is another beast altogether.

Increasingly, customers are turning to digital channels for information, purchases, and support. But even after decades of innovation, consumers are still left frustrated by the inefficiency of customer self-service. Ineffective menus, limited options, and/or being forced to connect with a live agent—only to repeat information multiple times.

Customer service can feel like a high-stakes game, with consumer loyalty as the ultimate prize.

As we navigate 2024, the customer experience (CX) landscape continues to transform, shaped by both familiar and newly developed forces.

Variety is the name of the game in the contact centre – whether that’s experienced agent vs. new recruit, email vs. phone, or even password change vs. insurance payout. When managed poorly, this can result in some customers feeling wowed, whilst others are left frustrated. So how do you level the playing field, so every customer receives a consistent experience regardless of channel, agent, or query type? Watch this webinar replay to hear what the experts have to say about how to deliver consistency – time after time.

Let’s be honest—keeping up with the fast pace of Speech Analytics technology can feel overwhelming.

A 2024 Forrester Consulting Total Economic Impact study commissioned by Sprinklr reveals the cost savings and business benefits of a cloud-native, digital-first contact center as a service (CCaaS) solution such as Sprinklr Service.

Even though customers are particularly price sensitive at present, insurers that remain focused on service quality throughout their relationship with policy-holders are more likely to retain their business at renewal time.

Gartner named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights “Voice of the Customer for Contact Center as a Service” report.

Contact centers that prioritize customer satisfaction by implementing efficient communication channels, such as SMS and WhatsApp, engage better with their customers to resolve issues quickly and conveniently, leading to a more positive customer experience.

Most contact center professionals have heard about Erlang C - but what exactly is it and what does it do? What about Erlang A and B? What are the limitations and pitfalls of Erlang C? And how can you put Erlang C to work in your contact center? Heres the little book that tells you everything you need to know about applying Erlang C in your organization.

Today’s contact centre attrition rates average around 40%, and sometimes can be up to 100% — which is both costly and disruptive to business. Nearly half of contact centre managers cite high turnover and absenteeism as the top reasons why their customer service function can’t operate effectively.

With high expectations, mixed experiences, and AI hype, consumer behaviour is in flux and understanding the nuances of opinion will be crucial for any contact centre. The CCMA’s comprehensive research, Voice of the Contact Centre Consumer 2024, explores how consumer opinions are evolving alongside technological advancements and how emerging technologies like AI are impacting service satisfaction.

In their efforts to deepen customer relationships in the face of economic uncertainty, many forward-thinking brands have transitioned from helping customers in an efficient, yet seemingly transactional way, to understanding and engaging with each customer as an individual. Increasingly, they are looking to push service experiences further into ongoing interactive engagements that no longer feel like one-off interactions.

Say goodbye to tedious manual scorecards as your only evaluation method, and say hello to auto-call scoring.

This latest eBook highlights how businesses can harness AI’s transformative potential for sustained, dynamic growth and competitiveness in a rapidly evolving digital era.

Getting omnichannel CX right may sound challenging, but it also represents a massive opportunity. When you offer customers the contact channels they value most, you stand to gain a significant competitive advantage.

The consideration factors have changed for customer service leaders contemplating cloud migrations. Many of the latest innovations that improve productivity and lower costs are now only available in the cloud. Learn to navigate cloud-based migration by downloading this eBook.

Assembled surveyed hundreds of WFM and customer support professionals across more than a dozen industries to ask them about their benchmarks, challenges, and priorities both now and in the year ahead.

What does it mean to build an artificial intelligence (AI)-ready contact centre? How do you separate hype from practical solutions that will demonstrate ROI for your organisation? While some buzzworthy solutions may seem simple to implement at first, over time, development and maintenance costs may become insurmountable for your team. On the other hand, trusted AI solutions that are purpose-built for the contact centre can help minimise the potential risks associated with AI, while achieving your intended business outcomes quickly.

In the world of B2B sales, every dial, every conversation, and every objection handled can make the difference between a closed deal and a missed opportunity – but crafting the perfect script is easier said than done.

IDC just released its in-depth “IDC MarketScape: Worldwide CCaaS Applications Software 2024 Vendor Assessment” report – and NICE was named as a Worldwide Leader! According to the IDC MarketScape, vendors should “Consider NICE when you are looking for a complete platform offering inclusive of analytics, AI, and automation.” Read this excerpt for valuable insights.

8x8 Supervisor Workspace provides a single pane of glass for monitoring and managing the performance of agents and the overall efficiency of the contact centre.

As the insurance industry evolves to meet changing customer preferences, insurers are integrating new technologies such as AI and interaction analytics.