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White Papers & Research

Creating time in the contact centre: The BPO opportunity
Analysing the current state of BPO from the customer service standpoint in the UK, and assessing the challenges outsourcers face when striving to improve services and streamline operations.
Creating_time_in_the_contact_centre.pdf

Robotic Process Automation: Mature Capabilities in the Energy Sector
The academic researchers at the Outsourcing Unit (OU) assess the current and long-term effects of business services automation on client organisations.
Robotic_Process_Automation_Mature_Capabilities_in_the_Energy_Sector.pdf

The IT Function and Robotic Process Automation
The academic researchers at the Outsourcing Unit (OU) assess the current and long-term effects of business services automation on client organisations.
The_IT_Function_and_Robotic_Process_Automation.pdf

NOA Council Overview
An overview of the current NOA council.
Council_Overview_document.pdf

NOA Council Nomination Form
The nomination form for the NOA Council in 2016.
nomination_form.pdf

Building Agent Trust in the Workplace
With more companies using contact centres for front-end customer engagement than ever before, SJS Solutions discusses how to build confidence, loyalty and a culture of trust among your contact centre agents.
Building_Agent_Trust.pdf

Using FPGAs to minimise power consumption in data centres
The rising popularity of cloud computing, virtualisation and remote storage is fueling increased investment in data centres. Learn how FPGAs can make the required levels of power consumption more manageable.
Using_FPGAs_to_minimise_power_consumption.pdf

Procurement Transparency: A challenge or an opportunity?
B2B procurement is on the verge of a large shift, with outsourcing buyers expecting more and more transparency from their service providers. Here Mtivity explains how cloud-based engines, such as Opportune, can make transparency possible on a whole new level.
Procurement_Transparency_-_Challenge_or_Opportunity.pdf

Discover the Hidden Value of your Digital Wallboards
Helping contact centre managers to understand how to best deploy and use wallboards when integrating into the contact centre culture.
Hidden-Value-of-Digital-Wallboards.pdf

Supply Chain Visiblity: The Unfilled Promise?
This white paper from AEB (International) Ltd covers procurement, customer satisfaction, inventory management, supply chain cost and risk management.
aeb-white-paper-supply-chain-visibility.pdf

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