White Papers

We regularly publish white papers from our industry partners. Download the latest below for free.

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Voice of the Contact Centre Consumer 2022

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

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Download for a clear three-stage process that will make it as simple as possible for you to choose the best speech analytics software for your particular needs.

How to select speech analytics software

Download for a clear three-stage process that will make it as simple as possible for you to choose the best speech analytics software for your particular needs.

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In this research we explore Supporting Vulnerable Customers in the Contact Centre

Supporting Vulnerable Customers in the Contact Centre

In this research we explore Supporting Vulnerable Customers in the Contact Centre

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Download the findings from this ground-breaking research initiative

Enabling contact centre advisors in 2022 and beyond

Download the findings from this ground-breaking research initiative

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In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.

Customer Contact Focus for Mid-Sized Businesses

In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.

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The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

Voice of the Contact Centre Consumer 2021

The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

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Digital changes everything

WFM Challenges in Digital Channel Management

Digital changes everything

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The kit has been created to prepare you for what follows the pandemic.

Calabrio Business Recovery Accelerator Kit

The kit has been created to prepare you for what follows the pandemic.

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Customer behaviour has changed, dramatically, and will continue to change. Are you ready?

CX Director Report from Douglas Jackson

Customer behaviour has changed, dramatically, and will continue to change. Are you ready?

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Sabio’s new white paper discusses four key areas to help CX teams to steer customer interactions towards positive emotive outcomes

Does Brexit Mean CXit?

Sabio’s new white paper discusses four key areas to help CX teams to steer customer interactions towards positive emotive outcomes

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