Verizon and PCI Pal Release White Paper with Servadus Addressing Contact Centre Best Practices

CSM Magazine

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 To access the full white paper, visit PCI Pal.

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


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WHITE PAPER: Assessing vendor performance


In this white paper, we examine the efficiencies and quality improvements that can be achieved through the use of appropriate vendor management techniques. Download our free white paper.

[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.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

[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

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.

My Latest White Paper - Mitel - CX Challenges in Pandemic Times

Jon Arnold

This white paper has been in the works for some time with Mitel , and has launched today. Being long-form content, the white paper is gated on their website, and here’s the registration page to download 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.

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime

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.

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.

My Latest White Paper - Leveraging Cloud Communications for SMBs

Jon Arnold

I write my fair share of white papers, and when combined with a webinar, they can be effective demand generation tools for vendors and providers. My latest one here is with 8x8 , where I prepared a white paper focused on how cloud can really help SMBs take advantage of today’s UC offerings. I did a well-attended webinar with them about this topic in December, and the white paper has now been published.

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. This one has been a long time coming, but it’s finally public.


How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience

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 New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes


White PapersToday’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience.

Reducing Attrition in BPO Customer Service


White PapersTarget the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher.

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.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel

Conversational Automation: 5 Do’s and Don’ts for BPO Leaders


White PapersSet your organization up for success with these best practices for automation implementation. More outsourced service providers are turning to technology to stay competitive in an increasingly digital world.

Creating a Better Collections Experience


White PapersWhen customers miss payments, it’s up to collections departments and agencies to recover what is owed.

Keeping Compliance Under Control


White PapersFew industries are regulated as closely as wealth management. To remain viable, investment firms must comply with a complex—and often changing—list of regulations established by the Securities and Exchange Commission (SEC).

Preparing for the Journey Ahead


White PapersTravel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

AI-Powered Analytics Drive Healthcare Compliance and Personalize CX


White PapersFew industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences.

Banking on Great Conversations


White PapersFor the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs.

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.

How Can Payers Improve Member Experience and Efficiency at the Same Time?


White PapersThe adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

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?

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.


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.

Why Conversational AI is incomplete without Conversational Flow Analysis


White PapersWhat is Conversational Flow Analysis? Conversational flow analysis is what helps conversational AI better understand what humans are talking about using the context associated with different sections or phases of an agent/customer conversation. With more accurate and deeper understanding, AI can better predict intent, guide agents with appropriate information and actions, help resolve issues faster, analyze correctly, and optimize the conversation.

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) 784-2807

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 […].

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 Zendes

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

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.