Resource Type: Guide

Guide to Best Practice for Complaints Management

Guide to Best Practice for Complaints Management Explore how organisations are transitioning to process-based, automated complaints management systems that elevate complaints to an integral part of the organisation. Customer complaints and feedback are the best place to find what makes your product...

A guide to conversational messaging

A guide to conversational messaging Conversational messaging channels are essential to the omnichannel communication approach, offering consumers a choice in how they want to engage. Through a range of touchpoints, they gain access to 24/7 customer service and valuable proactive updates. They...

Capturing The ROI Of CX

Capturing The ROI Of CX Build a persuasive CX business case with Forrester’s complimentary step-by-step guide and ROI calculator. Customer experience professionals often struggle to show how their efforts will produce bottom line results, particularly when trying to secure funding and executive buy-in for customer...

Journey Maps and CX Transformation

Journey Maps & CX Transformation Journey maps are powerful artefacts that clarify how customers interact with your organisation and what their experiences are like. They can also catalyse your organisation’s customer experience (CX) transformation. This guide will show you how to leverage...

Building Next Generation WFM for Your Contact Center-A Definitive Guide

Building Next Generation WFM for Your Contact Center – A Definitive Guide Evolving WFM Challenges Demand New Solutions. The pressure on contact center leaders continue to be constant. From driving maximum efficiency to battling high turnover rates – the contact center keeps...