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White Papers & Guides

White Papers & Guides

The Challenges of Balancing Organisational and Employee Needs in the Modern Contact Centre

How can you keep employees motivated in the modern contact centre?

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Powering CX & Employee Engagement with Workforce Management

How can WFM help power customer experience and boost employee engagement?

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The Future of Front and Back Office Workforce Blending

How can blending the front and back office help improve customer experience?

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Customer Service Performance Checklist

Have you fallen into some bad customer experience habits or are missing out on new opportunities? Download our handy checklist.

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Workforce Management Performance Checklist

Is your workforce planning within your contact centre running smoothly? Download our handy checklist to find out!

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The State of Workforce Management in Contact Centres - 2017

Industry research on the state of Workforce Management technology in Contact Centres across the UK - 2017.

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Automation in Customer Service Report - 2017

Industry research on the customer service pulse for Robotic Process Automation in 2017

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The State of Quality Monitoring - 2017

Industry research on the state of Quality Monitoring in Contact Centres across the UK - 2017.

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The State of Workforce Management in Contact Centres - 2016

Industry research on the state of Workforce Management technology in Contact Centres across the UK.

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The State of Quality Monitoring - 2016

Industry research on the state of Quality Monitoring - 2016 in Contact Centres across the UK.

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Are you ready for the new Housing customers?

Find out how technology is helping Housing Associations run operations as efficiently as possible, to maintain a positive reputation among tenants in our latest report.

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Customer Service in 2015 Report

The latest industry research on delivering customer service in 2015, what are the challenges ahead, what employee engagement issues will be faced and what technology will be used?

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10 Reasons to Consider Hosted Workforce Management

Brought to you by Business Systems, this paper identifies what's driving Hosted Workforce Management uptake.

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Business Systems Guide to Quality Monitoring

This guide highlights the different approaches to call quality monitoring (QM), the outputs you can expect from a QM system and the 7 pitfalls to avoid when implementing a quality monitoring system.

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Ensuring PCI DSS Compliance

This paper provides an easy to follow, digestible and practical guide to what PCI compliance means, the different options for compliant call recording, and a proven approach to protect your organisation and its customers.

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An Instrumental Guide on Calibration

This guide provides insight in to how calibrating can help you achieve the objective level of evaluation required to accurately and fairly evaluate an agent call. Auditing and calibration allow contact centres to ensure some sort of consistency.

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Call Recording and Quality Monitoring White Paper

The rapid increase in demand of call recording over the past few years has bought a plethora of suppliers to the market place. With more suppliers and systems available than ever before, how do you choose?

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Speech Analytics White Paper

Independently commissioned by Business Systems, this latest industry white paper uncovers why, given the length of time speech analytics technology has been available, it has not been more widely adopted.

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How Contact Centres are using Quality Monitoring Report

The latest insightful industry research on how Contact Centres in the UK are using Quality Monitoring technology.

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