Knowledge - Insights: White Papers
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How contact centres can maximise product and service knowledge among employees
People’s ears prick up when they learn that knowledgeable employees can sell up to 87% more than less knowledgeable colleagues, while 89% of customers get frustrated when they have to repeat
Posted 23 January 2020
Successful Employee Onboarding For Contact Centres
Successful Employee Onboarding For Contact Centres Employee inductions at contact centres can cover organisation structure, HR procedures, health and safety, equipment overviews, job
Posted 15 January 2020
Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations
Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations New Verint global study of 34,000+ consumers across 18 countries explores how demand for
Posted 19 June 2019
The Essential Guide to CRM, customers decide your fate
The right CRM solution can help you deliver great and lasting relationships. Here’s what to look for. If you’re satisfied with the status quo, read no further. This guide is not for
Posted 10 June 2019
The Enterprise Guide to Customer Experience
You’ve conducted market research studies and you have access to transactional data, but how much do you really know about your customers? The goal for a successful customer experience is a
Posted 28 May 2019
How to Keep Your Customers From Cheating on You
A practical guide to building— and maintaining— an authentic connection to customers Loyalty has never been more fleeting. Today, new ideas become interchangeable commodities the moment they
Posted 28 May 2019
Getting ready for GDPR
A practical guide to better customer relationship management Anthropologists claim that human societies all share a trait that guides our social thinking: reciprocity or “giveto-get” for
Posted 28 May 2019
The employers’ guide to smart meters and energy efficiency awareness at work and at home
The Carbon Trust is an independent company with a mission to accelerate the move to a sustainable, low-carbon economy. The Carbon Trust: advises businesses, governments and the public sector
Posted 28 May 2019
How To Build A Great Customer Experience
PRACTICAL TIPS AND TACTICS FROM LEADING CX EXPERTS Why do we want to build great customer experiences? We do it because we want customers to stay with us for longer, to spend more and to
Posted 28 May 2019
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