Net Promoter® White Paper: Next-Generation Net Promoter®


Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. The post Net Promoter® White Paper: Next-Generation Net Promoter® appeared first on CustomerGauge. Blog Net Promoter Score white paper Net Promoter white paper Next-Generation Net Promoter NPS white paper

[White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience


The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog. White Papers Call center Contact Center Customer Experience Customer loyalty Customer satisfaction Customer Service Multichannel Omnichannel Zendesk

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[White Paper] Frost & Sullivan: The Analytics-Driven Contact Center


Download the white paper Frost & Sullivan: The Analytics-Driven Contact Center 2019. . The post [White Paper] Frost & Sullivan: The Analytics-Driven Contact Center appeared first on Aspect Blogs. There is no question that agent satisfaction and customer satisfaction are important factors. Many organizations are beginning to understand just how interdependent these metrics are on one another.

CX Trends You Need to Watch in 2018 [White paper]


2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. And: It’s time for you to win. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In 2018, becoming a winning company with a devoted fan base is no easy feat.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

The Secret Sauce for Increasing Customer Happiness [White Paper]


If you run a call center, change is familiar. The functionality and technology is more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Today, most changes to call centers are a response to consumer behaviour, rather than an effort to advance business initiatives.

My Latest White Paper - RingCentral Video and Fixing the Meetings Milieu

Jon Arnold

As part of RingCentral’s recent launch of RingCentral Video, I was commissioned to produce white paper, mainly to explain the problem set around meetings, and the various ways video brings value to make them more effective. My white paper was written earlier this year, and was finalized in late March, just around the official launch of RingCentral Video. This one has been a long time coming, but it’s finally public.


How to Engage Customers – “Hearts, Then Charts” White Paper


Almighty Chief Strategy Officer Ian Fitzpatrick recently wrote and published the white paper, “Hearts, Then Charts,” which offers a practical framework for aligning organizations with their customers to create a customer-centric culture. The paper foundation is based on interviews with 500+ stakeholders from a range of enterprise organizations. At the center of the paper is the idea that we need to refocus our energies on outcomes.

My Latest Cisco White Paper: AI in the Contact Center

Jon Arnold

Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper. The white paper is publicly-available now on Cisco's website, and you can access it here , under the Cisco Finesse tab. If you follow me, you'll know I've been way busy lately.

The Top Contact Center Trends to Watch in 2019 [White Paper]


In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. It’s a bird! It’s a plane! No, it’s the top contact center trends to watch for in 2019. And we’ve got you covered. So many storylines, so little time. And as in any classic comic book, the storylines are familiar and sometimes predictable, but we foresee them taking captivating turns in the new year.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

10 Trends That Will Disrupt Customer Service in 2018 [White Paper]


“I feel the need , the need for speed !”. In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). While it wasn’t intended to evoke the relationship between business and consumer, over 30 years later, it speaks directly to the state of CS today. Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Now presenting: A guide to TEI


Tethr Effort Index white paperThe Tethr Effort Index (TEI) is a powerful and substantial tool. Are you ready to dive into all facets of TEI? TEI is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances.

New White Paper from Frost & Sullivan on Improving Customer Experience and Business Results

Customer Interactions

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. According to the Frost & Sullivan white paper, what successful companies have in common is that they build a system to optimize the dynamics of customer interactions, whether by phone, email, chat or social media.

9 Critical Contact Center Trends for 2018 [White Paper]


Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve. This coming year, several key trends are poised to make a significant impact on contact centers around the globe.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. That being said, the paper is not a primer on AI nor does it get into defining what it. White goods giant saved $50M per year by reducing unnecessary.

Cross-Company CX: Closing the Loop at Every Level


In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […]. Blog Featured close the loop modern NPS Next-Generation Net Promoter white paperWhen discussing closing the loop with customers and delivering great CX, responsibility is often shifted to the frontline. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden.


Catching Your IVR System Up With the Times


The office of the 1970s was built on paper files, the office of the 1980s was built on word processing, spreadsheets, and other PC software, and the office of the […]. Blog Cloud IVR Migration White PaperThe post Catching Your IVR System Up With the Times appeared first on Blueworx.


Know Your Survey: Voice of Customer and Market Research


Blog Featured NPS and CX Benchmark Survey surveying white paperWe’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys. I’ve seen a lot of companies who have invested in capturing customer […].

Are you putting your customer relationships at risk?


In the white paper, “The Knowledge-based Authentication Threats,” wasting fraud-fighting resources is one the top reasons why KBA poses a material risk to contact centers and their relationships with customers. . Download our free white paper today to learn about the different ways KBA threatens the modern contact center. Authentication Call Center AUTHENTICATOR KBA knowledge-based authentication TRUSTID white paper

The Top 3 Ways to Forecast for Your Contact Center

for Your Contact Center WHITE PAPER Good forecasting generates immediate. Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” +1 (855) 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say.

Understanding the power of ForeSee benchmarks


Customer Experience Research Retail benchmarking Benchmarks white papersThe basic definition of a “benchmark” is a standard or point of reference to which something can be compared. The way it relates to customer experience isn’t much different; ForeSee’s. The post Understanding the power of ForeSee benchmarks appeared first on ForeSee.

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia


Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. White Papers Call center Cloud Contact Center CRM Customer Experience Customer loyalty Customer satisfaction Customer Service Facebook Multichannel Omnichannel Salesforce Social Twitter Zendesk

The New Super-Agent


Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. White Papers Call center Contact Center Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Multichannel Omnichannel Self-Service Social ZendeskThe merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic.

The Omni-Channel Imperative


Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. White Papers Call center Chat Cloud Contact Center CRM Customer Experience Customer loyalty Customer satisfaction Customer Service Email Facebook Live chat Multichannel Omnichannel Omnichannel Customer Experience Salesforce Social Text messaging Twitter Zendesk

How AI will change the face of customer experience


Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. White Papers Call center Chat Chat bots Contact Center Customer engagement Customer Experience Customer Service Effortless Facebook Live chat Multichannel Omnichannel Self-Service ZendeskThe use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs.

The Work-from-Home Revolution & the Engagement Challenge


Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. White Papers Call center Cloud Contact Center CRM Customer Experience Customer Service Multichannel Omnichannel Quality monitoring Salesforce ZendeskThe COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial.

Cloud, the ‘New Normal’ for business continuity and performance


Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. White Papers Call center Chat Cloud Contact Center CRM Customer Experience Customer Service Effortless Email Facebook Live chat Multichannel Omnichannel Omnichannel Customer Experience Salesforce Self-Service Social Text messaging Twitter ZendeskCloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis.

Why Brands Need to Pivot Towards Building an Identical Support Experience


Customer Service Customer Support In-app Live Chat Mobile Multichannel Support optimizing channels for customer support white paperToday’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on.

Meet Dick Bucci: Our October 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

3 Benefits of a Managed SMS Provider You May Not Have Considered


Interactive Services Proactive Notifications & Mobility benefits communication compliance consider customer CX employee experience guidance managed Notifications outbound proactive provider regulation SMS staff supplement support TCPA white paperIf you’re listening to your customers, you know there’s one channel many of them prefer to use to communicate: texting. But how do you send each of them a personalized message that meets their need?

A Decade of Contact Center Pipeline: Useful Resources on Our Website

Contact Center Pipeline

You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […]. As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.

Industry Leaders Agree: Successful Sales Enablement Focuses On Conversations, Not Content


While content like case studies, product one-sheets, and white papers absolutely have a place in advancing the sales process, that place is to reinforce existing conversations. Sending a white paper to a prospect without context isn’t going to close a deal. But sending a white paper to a prospect can enhance an ongoing conversation.

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My Next Webinar - with 8x8: How SMBs Can Leverage Cloud for Collaboration

Jon Arnold

It’s based on a white paper I just completed for 8x8 , focused on educating SMBs about how the cloud can take them much further than just replacing premise-based telephony. The white paper will be available for download soon from 8x8, but the webinar is free for all. Here’s my first shout-out for this webinar, happening on Tuesday, Dec.

Disrupter No. 7: Social Profiling


By Lauren Kindzierski, HGS VP of Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure [.]. The post Disrupter No. 7: Social Profiling appeared first on Team HGS Blog. Contact Center Customer Experience customer satisfaction Customer Service customer persona customer profiles customer relationship management social channels

Social Customer Service: The Pivotal Driver of the Social Enterprise

Natalie Petouhof

white paper Table of Contents Executive Summary 2 What is a Social Customer? Tweet. 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters? 5 Examples of Brands Affected by Negative […]. Click here to view original web page at Presentation Slides

Monetized Net Promoter®—Tying Revenue to NPS®


In our recent white paper, Next-Generation […]. In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

The Convergence of Customer Communications and CX


We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic. We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We were way ahead of the curve then, and still are now. Customer Experience Customer Communications INTOUCH

Voice over VPN vs. voice over cloud: a side-by-side comparison


In the white paper “ Voice over VPN vs. voice over cloud: a side-by-side comparison ” we explore why a cloud alternative makes the most sense in terms of speed, cost and reliability when you need to transition thousands of customer support agents to a work-from-home (WFH) environment. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

10 Things to Look for when Selecting a Digital Engagement or Visual IVR Platform


Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More. Jacada Blog