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 We at CCF realise there is a bewildering amount of information and advice out there for managers of customer contact and it can be difficult to digest it all. So, we have created the CCF Think Tank to present all the latest research, ideas and information from industry key players in one place - making it easy to access and easy to download the information of interest to you.
Regular features on this site will be CCF roundtables, webinars (online seminars) and the latest whitepapers and research from trusted organisations. Remember to check back often, as we will be constantly updating these sections as new material comes in.
Something to add? If you would like to list your company's whitepaper or webinar on this page, please contact Mark Arneill or James Milne.
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Catch up on any online seminars you may have missed
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 Remote Agents: Taking Full Advantage of the IP Contact Centre
In the growing world of IP contact centres, remote at-home agents and "competitive advantage" simply go together. This webinar will give an insight into how you can extend your contact centre beyond the walls of an office to incorporate the most effective resources available to extend your geographic reach, increase customer satisfaction and raise revenue levels. We’ll also discuss the At-home Agent Advantage and how remote agents average only a 10 per cent attrition rate, are 25 per cent more productive, and cost £11 less per hour to employ. DOWNLOAD NOW
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Speech Analytics – The benefits without the cost This webinar briefly examines the background around current Speech Analytics options, their pros and cons, and a short overview for people not familiar with the technologies. We will then look into how any business, no matter what their size can benefit from an insight into what their customers and staff are really talking about. Learn how a major financial institution was able to better measure their compliance and greatly improve the effectiveness of their quality department. DOWNLOAD NOW
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Extracting Value from Customer Interactions: improving customer service the Vertex way  The challenge for all call centre operations has always been to provide the best possible customer service for the lowest possible cost. But how achievable is that goal? There are lots of technology solutions out there that claim to help, and interaction analytics promises improved efficiency, lower customer and agent churn, improved first call resolution, as well as business intelligence. But are these claims realistic?
DOWNLOAD NOW
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All the latest industry stats and trend data at your fingertips
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VOICE OF THE CONTACT CENTRE AGENT Presenting the findings of pioneering research conducted by YouGov on behalf of Sabio and Avaya, Voice of the Contact Centre Agent identifies the major service challenges that agents face, and uncovers some key areas organisations need to address if they’re to deliver long-term customer satisfaction. BUY YOUR COPY OF THE REPORT NOW
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Fascinating debate from leading call centre professionals
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THE FUTURE OF UNIFIED COMMUNICATIONS  Hosted by Aspect, this roundtable discussed whether Unified Communications (UC) technology is finally catching up to its potential of ending silos within organisations and allowing access to experts anywhere in the business. And if it is, could it spell the end for the traditional call centre? What should an implementation strategy involve? How can you prove ROI? And how does the customer fit into all this?
DOWNLOAD THE WEBINAR HERE
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Previously criticised for providing poor service to citizens, the public sector has been forced to pull its socks up thanks to government intervention. But what does that mean for call centres? Our panel of experts, hosted by KANA, met in the Westbury Hotel to find out.
A key question for me when thinking about the retail sector is around customer loyalty. How important is it to retain customers and how much focus should be on attracting new ones? Or to put it another way: the cost and effort of providing excellent customer service, really worth it?
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