Articles & White Papers
5 Steps to Aligning KPIs and Balanced Scorecards in Contact CentersAuthored by Lee Cooper, Managing Consultant with Vertex, this paper outlines five key steps that will align KPIs and metrics in the contact center.
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Compulsion Versus ChoiceMigrating services online is a good idea but cannot be applied universally and when the private sector fails it loses a customer, when the public sector fails a citizen loses their entitlement.Find out more
Customer Service Lessons from the Ash CloudVertex commentary on the recent ash cloud disruptions and what customer service lessons can be learnt.
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Customer Service: 2020Vertex's Managing Director Utilities, Dan Sullivan, joined experts from seven leading IT and customer-service companies to take part in a roundtable to discuss where the smart-grid journey is taking the utilities industry's customer-service processes. Find out more
Energy Industry Smart MeteringRealities, challenges and choices facing the UK energy supply industry in a smart metering environment - a white paper prepared by Vertex...Find out more
Engaging CustomersAmong regulators, utilities and associated consultants and advisors, millions of dollars and countless hours of brain power have been invested in smart-grid technologies. But will there be a return on this investment? Part of the rationale for most of the smart-grid and smart-metering activities is the premise that customers would participate in programs or modify behavior to lower consumption. In this article published in the February 2010 issue of Public Utilities Fortnightly, Rich Huntley explores how utilities get a meaningful number of customers to participate in the rates and programs facilitated by smart meters and smart communications.Find out more
External Experts with Inside KnowledgeOutsourcing can save money but its real function should be to improve your business and your service to customers. Vertex Chief Executive Officer Paul Sweeny gave his thoughts to a recent Daily Telegraph Outsourcing supplement.
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Get on the BusInsurers are charged with treating customers fairly and driving up conversion rates. These goals are not incompatible and advances in technology offer ways to succeed with both agendas, Vertex’s Stuart Hayman explains why in this article featured in Cover Magazine.Find out more
Is there a ‘silver bullet’ for mortgage administration?Many lenders opt to outsource their mortgage administration but all parties need to put the effort in to make a success of it. John Simmons of Vertex explains.
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Maximizing the value of customer data to improve the customer experience and increase provider revenueYou’ll find our White Paper, ‘Maximizing the value of customer data to improve the customer experience and increase provider revenue’, a captivating read as it demonstrates how the principles used within the retail industry are now being applied to the Life and Protection industry, recognizing the value of customer data and the untapped opportunities this presents.
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