White Papers & Reports

From the latest best practises and innovative strategies to emerging trends impacting the contact centre world, these are resources to keep your business moving forward.

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Customer Experience Game Changers

Read this Executive Report from CCW for in-depth research about how contact centres are addressing changes in the customer experience space.

November 23, 2019

EXECUTIVE REPORT: PERFORMANCE & AGENTS

This in-depth Executive Report from CCW looks at what contact centres are doing to ensure that their customer experience investments achieve results.

November 22, 2019

The Definitive Primer on Workforce Engagement Management

Learn why contact centres are turning to WEM software to elevate the customer experience, overcome competitive threats, reduce talent shortages and increase agent tenures.

November 21, 2019

How Speech Analytics Helps You Take Charge of Compliance and Liability

Learn about federal regulations that directly impact contact centres and how speech analytics can help monitor compliance and reduce risk.

November 20, 2019

Leveraging Millennials in the Contact Centre

Discover how to improve your ability to retain Millennial agents and leverage their unique performance potential.

November 17, 2019

CCW MARKET STUDY: CONTACT CENTRE 2025 – A ROADMAP

Download and learn in-depth research about what customers want, where brands are failing, and how brands are investing in customer experience design & strategies.

November 15, 2019

Three Tips for Measuring Voice in the Sea of Big Data

Find out how to analyse thousands of voice conversations to uncover the true voice of your customers.

November 14, 2019

Report: The Future of the Contact Centre

Discover CCIQ’s Winter 2016 findings about the trends and challenges facing the contact centre based on a worldwide survey of contact centre leaders.

November 12, 2019

Get Smart About Contact Centre Reporting

If you need better ways to get business intelligence out of your customer interactions, discover why it’s time to move beyond the spreadsheet in your contact centre.

Tags: car

November 11, 2019

10 Pitfalls in Defining KPIs for the Contact Centre.

Are you measuring the right performance metrics in your contact centre? Find out what it takes to set KPIs that reflect the goals of your organisation and learn the most common mistakes to avoid.

Tags: car

November 10, 2019

Workforce Management (WFM): 4 Reasons to Break Free from the Spreadsheet Ball and Chain

Download this white paper to learn four reasons you should be using Workforce Management (WFM) technology instead of spreadsheets in your contact centre.

November 9, 2019

WHY AN INTEGRATED WFO SOLUTION IS A BEST PRACTISE

Find out why Gartner’s research shows that a comprehensive workforce optimization solution is the best choice for the modern contact centre.

November 8, 2019

Simplexity: Break Customer Service Out of Chaos and Move Forward

In this hyper-connected world, customers demand more from the contact centre. Learn how to succeed in this increasingly complex environment.

November 7, 2019

Insurance Companies: 8 Strategies to Improve the Customer Experience

Insurance Companies: Download our ebook to learn 8 strategies to improve your customer experience.

November 5, 2019

Healthcare Organisations: 7 Ways Healthcare Systems Can Improve the Patient Experience

Healthcare Organisations: Download our ebook to learn 7 ways healthcare systems can Improve the patient experience.

November 4, 2019

Healthcare Organisations: 7 Ways Healthcare Systems Can Improve the Patient Experience

Healthcare Organisations: Download our ebook to learn 7 ways healthcare systems can Improve the patient experience.

Utility Providers: 6 Strategies to Improve the Customer Experience

Utility Providers: Download our ebook to learn 6 strategies to improve your customer experience.

November 3, 2019

Retailers: 7 Strategies to Improve the Customer Experience

Retailers: Download our ebook to learn 7 strategies on how to improve your customer experience.

November 2, 2019

Cloud-Based Contact Centres: Are You Ready for the Future?

With all the buzz around cloud, are you trying to decide if it’s right for your organisation? CCIQ recently built a strong case why the cloud is here to stay.

November 1, 2019

Telecom: 8 Strategies to Improve the Customer Experience

Telecom Providers: Download our ebook to learn 8 strategies on how to improve your customers experience.

October 31, 2019

CCW Market Study: Performance & Metrics

Learn what it takes to create a performance culture within the contact centre. Download the 2018 CCW Market Study on Performance and Metrics, sponsored by Calabrio.