Downloads

Find out more about Ember Services

Download our selection of whitepapers below to find out more about Ember services.
Select the PDFs you would like to download by clicking the relevant check box and then click ‘proceed’ box at the bottom of the page to download.

Several of these documents are available in a short summary video on our Media Centre page, click here to go to the Media Centre or follow the instructions below to download the documents electronically.

Brochure and Product Overviews

Ember Services Overview

Knowing what better is.


Product Overview: Managed Analytics

Comprehensive speech, text and social media analytics with no upfront skills investment or license fees.


Product Overview: Outbound Compliance & Best Practice Audit

Auditing your outbound performance to optimise your operations and keep you legal


White papers

White Paper: Becoming Digital By Default

New thinking for multichannel effectiveness


White Paper: Compliance Without Compromise

Outbound Best Practice – keeping your proactive customer contact effective in an era of consumer distrust


White Paper: Dying to comply?

Why meeting Ofcom’s regulations need not be damaging for outbound operators


White Paper: Financial realities

Understanding the sources of cost, risk and value in your customer management operations


White Paper: Making it better

Strategies for customer complaint management


White Paper: More than a numbers game

Making customer interaction analytics pay


White Paper: Multichannel Multichoice

How businesses can make channel optimisation work for customers — and themselves


Case Studies

Case Study: BCW Group

Provides reassurance to BCW Group that its technology investment and operating practices are in line with the revised Ofcom policy.


Case Study: British Airways

Audit & Review of Offshore Contact Centre Facility


Case Study: Gala Coral

Consulting and Advisory Support


Case Study: Gamma Telecom & Uniworld

Performance Audit & Operational Review


Case Study: Kwik Fit Insurance

Building a better business for Kwik Fit Insurance


Case Study: London Borough of Merton

Change doesn't have to be taxing


Case Study: On the money

Assisting a ground-breaking procurement process for TV Licensing


Case Study: Post Office

Establishing a Telephone Account Management team for the Post Office


Case Study: Telecom Client

Benchmarking Incoming Sales Success


Presentations

A Winning Approach to Optimisation

The Learning & Development Challenge


How your customer management operations can survive and thrive in difficult times...


Ofcom’s revised policy regarding abandoned or silent calls


Panel debate on Ofcom’s revised Policy regarding abandoned or silent calls