Resources
Sharing our expertise, insights and knowledge with you
Video
The theme for July in our #IPIWellnessWednesday series is Vulnerable Customers – we take look at what options are available to Contact Centres to uplift, support and empower agents working with vulnerable customers.
Video
The theme for June in our #IPIWellnessWednesday series is Contact Centre Fitness – we share ideas, strategies and tools that put Contact Centres on track to bring home the gold medal for Contact Centre fitness. Let’s take a look at what Craig, our Head of Consulting, has to say about how you can achieve peak Contact Centre fitness.
eBook
In this eBook, we delve into the core elements of exceptional customer contact, drawing on best practices for turning your Contact Centre into a centre of CX excellence.
Datasheet
Take a look at this comprehensive glossary of the terminology surrounding the world of artificial intelligence (AI) and AI in Contact Centres.
Video
The theme for May in our #IPIWellnessWednesday series is Training and Enablement – prioritising this is crucial for high-performing Contact Centres. Let’s take a look at what options are available to revitalise training programmes and plans with Craig, Head of Consulting.
Video
The theme for April in our #IPIWellnessWednesday series is Stress Awareness. Craig Farley, Head of Consulting at IPI, talks about the pain points that can effect manager and agent stress levels and shares tips for de-stressing your Contact Centre.
Video
Are you tired of dealing with confusing and complex Contact Centres? IPI is here to simplify the process and make it easier for businesses to provide top-notch customer support.
Video
At IPI, we help the higher education industry to deliver Exceptional Customer Contact through innovative services and solutions. Watch this video to find out more information!
Case Study
People’s Postcode Lottery wanted to streamline its infrastructure around hybrid work. Following IPI’s Blueprint consultancy, IPI could tailor its existing Genesys WFM system to exactly meet the requirements; omni-skill their workers, integrate their workflows and minimise the risk to agent workload.
Report
This report looks at the structure, growth, technology, HR and commercial issues found in Contact Centres within the UK insurance sector.
Case Study
As EMIS’ customer service team operates on a hybrid-basis, a move initiated by necessity during the pandemic, a cloud-based operating system would afford its team the flexibility to work from wherever they are located and allow customers to contact EMIS more easily. EMIS turned to IPI, already an established partner, to help find the best solution to meet its evolved needs.
Case Study
As its incumbent provider’s contract was approaching renewal, Equivo started looking at alternative suppliers and products, including existing partners. After a competitive tender, they selected IPI to implement Genesys Cloud.
