• About us
• What we do
• Our Services
• Our clients
• White papers
• Contact us

Research & White Papers

White papers

Verint Consulting author many industry leading research papers and white papers. The list below show’s some of our thinking and thought leading papers that are available for you.

LATEST RESEARCH - How Customer Feedback Can Build Your Business 
In this paper, we'll discover how many organisations fail to listen to customers and, when they do listen, fail to act upon what they hear. A truly customer centric organisation is one that actively solicits customer feedback and uses that feedback to shape its entire business operations, from product development through sales, service delivery and after care. Instead of designing processes and systems that work well for the organisation, it designs them to work well for the customer, based on an informed understanding of what customers want, need, expect and will respond well to.
To order your copy click here 

Beyond Satisfaction: Measuring and managing the customer experience
This report features research that, for the first time, examines the current state of customer satisfaction and customer experience management worldwide. It reveals disappointing truths about the inadequacies of the processes and techniques currently in use and recommends a fresh approach that creates a measurable link between the customer’s experience, their subsequent behaviour and bottom line business performance.
To order your copy click here 

Future Agent - Super Agent: The changing role of the agent in the multi-channel self service contact centre environment
The self service revolution brings a new opportunity to evaluate and rationalise management of the contact centre and the role of the agent. 
To order your copy click here

Meeting the Multi-Channel Challenge
Two assumptions have dominated all discussion about multi-channel service provision. First that a telephone call answered by a live agent will always be the customer's preferred means of contact. Second, that service by any other means is a trade off in which customer service quality is compromised in the interests of cost savings. This paper explains why these assumptions are false.
To order your copy click here

The Real Cost of Offshore: A sting in the tail?
For the first time this study examines the real experience of UK companies that have ventured offshore and assesses whether their financial expectations have been realised. It asks, what is the real cost of offshore; the reality of experience measured against expectations expressed in the business case. It then asks, what is the real cost of offshore; its impact on customers and business viability. 
To order your copy click here

Seizing the Offshore Opportunity: Understand the perceptions, attitudes and expectations of purchasers of offshore contact centre services
Our research among users of offshore contact centres gives unique insight to the economies achieved and the real cost to the business of placing contact centre operations in offshore locations.
To order your copy click here

Outsourced contact centre pricing
The UK's first study into outsourced contact centre pricing and practices reveals dangerous flaws and inconsistencies in pricing and contracting mechanisms. Our paper suggests new approaches for productive OSP and client relationships that create genuine business benefit for both parties.
To order your copy click here

We also have a collection of other whitepapers that are available for you:

• Customer Service DNA in the Boardroom
• The Truth About Contact Centre Performance: Mass production vs mass customisation
• The Truth About Absenteeism and Attrition
• The Truth About Transformation
• The UK Contact Centre Industry: A study for the DTI
• Contracting for Customers: Driving customer satisfaction through contact centre outsourcing contracts
• Death of the Cold Call?
• Offshore and the Customer Experience: Delivering consistent customer experience offshore and at home
• Managing What Matters: Measuring and managing customer experience in the modern contact centre
• The call for India.

To order any of the white papers or research reports above please click here.