White Papers

Learn more about your customers and enhance customer experience. Find call center white papers, customer service, customer management and related white papers on Call Center IQ.  

274 whitepaper results
of 27
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 Front-line employees may be the face of the business, but it is technology that enables them to present that face to customers.  It is technology that helps them successfully engage.It is in accordance with this importance that we proudly... Learn more

Download this interview with Hilario Fiandeiro, an ICCCA expert Call Centre & Customer Experience Consultant & Trainer, to understand the rapidly evolving potential of the African call centre industry. Discover the top challenges currently... Learn more

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Call Center IQ’s Executive Reports have proven to be leading identifiers of key trends in the customer experience and contact center spaces. Last year, thousands of readers downloaded our 5 reports for updates on customer experience strategy, new... Learn more

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Call Center IQ’s mission is to ignite customer centricity.  In pursuit of that goal, our editorial team spent 2015 covering the contact center, customer experience, and marketing realms from all angles.  We analyzed trends, discussed... Learn more

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Organizations are under enormous pressure to retain current customers and attract new ones. Good customer service differentiates your brand in the market. Innovative customer service organizations that take a holistic approach across all channels... Learn more

In many businesses, contact center efficiency and—surprisingly— customer satisfaction don’t directly drive customer loyalty. Customer loyalty grows instead from the totality of interactions. Check out this new infographic white paper based on a... Learn more

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Everyone knows that creating great customer experiences is the right thing to do.  However, it is often difficult to make the connection between what is good for the customer and what is good for the business. In this Forrester report, The... Learn more

Africa's contact centre industry is undergoing rapid growth as well as significant change as the region is poised to become a centre of ICT and BPO excellence within a matter of years. Download this report to gain insight into the key factors... Learn more

Data is a powerful tool for today’s retailer. The information generated by website visits, customer purchases and store loyalty programs contains rich insights that can be used to drive marketing automation and conduct trend analysis. But retailers... Learn more

Managing customer expectations and building long-lasting, firm bonds with buyers is no easy endeavor. It is even more challenging for contact centers (compared to sales and marketing) since the nature of their customer conversations primarily... Learn more

274 whitepaper results
of 27