Our Insights


Latest White Papers

Using speech analytics to analyse customer effort and predict NPS

We’ve all had frustrating product or service experiences –...
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Finding your North Star

Introducing the North Star: Why organisations need one and...
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Making the case for investment

Organisations are often under-funded in terms of their operational...
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Outsourcing: The digital transformation

This paper will demonstrate the true potential of outsourcing...
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Latest Blogs

5 times when voice wins over customer self service

19th Apr 2018
With social media, forums and other online tools, the...
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Why Customer Journey Mapping is critical for business growth

11th Apr 2018
Customer journey mapping goes beyond the traditional sales cycle:...
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Looking to source the leading CX & digital talent?

6th Apr 2018
Our recruitment business has changed its name from Mottram...
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How will the customer experience evolve in 2018?

19th Mar 2018
For the past few years, CX has earned a...
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Latest Views on the News

Outsource Outroar

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Retail Focus: Cost Reduction and Improved Customer Interactions. Is That On Your 2018 To Do List?

As the post-Christmas trading analysis shows there are some...
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Latest Webinar Recordings

Ember Talks – Managing Mindset Change

Often in contact centres we use titles such as...
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Ember Talks – Sales Through Service Skills

There are a number of practical skills that effective...
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Ember Talks – Channels and Digital Focus

Whatever channel mix you have in your contact centre...
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Webinar: Demystifying Speech Analytics & BI for contact centres

Effective change in your contact centre has to be...
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