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Knowledge - Insights: White Papers

Leveraging Emotion to Improve & Elevate Contact Centre Performance

Leveraging Emotion to Improve & Elevate Contact Centre Performance Brands are officially doing business in what Forrester calls “The Age of the Customer.” In this new era, customer

Communication is Key to Remote Work: Empower Your Virtual Employees and Unlock Your Team’s Potential

Communication is Key to Remote Work: Empower Your Virtual Employees and Unlock Your Team's Potential Business continuity starts now To be successful, your business needs to be seamless

The Customer Experience Buyer’s Guide

The Customer Experience Buyer’s Guide Everything You Need to Know to Create Outstanding Customer Experiences How do you manage the customer experience without overwhelming teams or

The Home Field Advantage: Business Continuity by Design

The capability to seamlessly shift contact center operations to work-from-home is a best practice in business continuity. By designing an emergency preparedness plan around smart business

The Callminer Churn Index 2020

The Callminer Churn Index 2020 Despite new UK regulations that encourage consumers to save money by changing suppliers, average customer churn increased by only 3.7% versus 2018, according to the

Sustaining Customer Experience Amidst the Coronavirus Threat

Sustaining Customer Experience Amidst the Coronavirus Threat The coronavirus continues to wreak havoc on people’s physical as well as economic wellbeing. Businesses are not untouched, either,

The ROI of CX: The Impact of Customer Experience on the Bottom Line

The ROI of CX: The Impact of Customer Experience on the Bottom Line The business case for a VoC program comes down to a simple equation: happier customers = increased profits. Making an ROI-based

CX Nudge: How to get your stakeholders to want to take action

CX Nudge: How to get your stakeholders to want to take action Confirmit CX Nudge is a CX Engagement Toolkit that supports true business impact. We will focus on showing you how to better

Digital Training: Shaping the Future of Your Organisation

Digital Training: Shaping the Future of Your Organisation In the modern age of rapid technological developments, it’s important for businesses to adopt a method of employee training that is

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