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Knowledge - Insights: White Papers

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

Making Workforce Optimisation Sizzle to Deliver Better Customer Experiences

Increasingly, it’s not the products or services that differentiate a company to its customers, but the quality and consistency of the customer experiences it delivers. This helps explain why a

The State of Agent Experience and Engagement in today’s Contact Centres

Contact centre leaders know that an effective agent experience strategy and program are essential to providing quality customer service. “It’s the agent’s experience that genuinely

The Road to Agent Experience Maturity: A Self-Assessment

Agent satisfaction is vital for customer experience - however, many contact centre leaders are challenged to keep agents motivated and engaged for the long-haul. In recent years, the focus in

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

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

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

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