CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

Best practices 52

Best practices SaaS Customer Experience Government 52

Jon Arnold

NOVEMBER 12, 2020

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. To support it, they’ve issued a press release , and you can read about the details there.

Contact Center 52

Contact Center 52

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Call Center Multichannel Customer Service 62

Jon Arnold

JULY 14, 2020

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.

59

59

CustomerGauge

APRIL 5, 2017

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. See how this new model evolved over time to become the current industry-standard for Net Promoter Score and the NPS® […].

industry standards 60

industry standards 60

Jon Arnold

FEBRUARY 15, 2019

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.

Marketing 45

Marketing 45

Jon Arnold

FEBRUARY 12, 2018

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.

Contact Center 45

Contact Center Education Marketing 45

Contact Center Pipeline

OCTOBER 8, 2020

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.

Contact Center 290

Contact Center contact center solutions Marketing Call Center 290

ShepHyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. Spend some time diving into this white paper, and you’ll appreciate the extra effort you might make to find the perfect partner to help you succeed. It’s a video.

Customer Service 207

Customer Service Customer Experience Customer effort Call Center 207

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Going forward, what will these trends be? Look no further … we have you covered! Investing in Agents. Voice-Powered Technology (VPT). Artificial Intelligence (AI): Hero or Villain?

Contact Center 73

Contact Center Gamification contact center workforce Customer Service 73

ijgolding

DECEMBER 2, 2015

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. You can view and download the full White Paper here. Bean and OxFam.

Customer centricity 48

Customer centricity Customer Experience Enterprise Surveys 48

Jon Arnold

JUNE 5, 2023

Re-Thinking the On-Hold Experience , white paper for Aizan, May 31 3 Best Practices for a Successful UCaaS Migration , TechTarget, May 23 Are We Moving Too Fast with AI? , I had a heavier-than-normal travel schedule in May, so writing was on the light side. Still managed to get a few things out, and here’s the digest.

Contact Center 59

Contact Center Best practices Management 59

Jon Arnold

DECEMBER 5, 2017

We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value. The paper was just published today, and details are here on their website to get it.

Contact Center 0

Contact Center Customer Experience 0

Fonolo

MAY 24, 2018

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.

Call Center 87

Call Center Contact Center Customer Experience Metrics 87

Fonolo

JUNE 14, 2018

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.

Chatbots 90

Chatbots Customer Experience Agent burnout Complaint resolution 90

CCNG

AUGUST 17, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Start organically and build a powerful network of experienced peers you can reach out to throughout your career. Check back for more ways you can build a truly powerful professional network. ?For

Best practices 195

Best practices CCNG Contact Center Enterprise 195

Fonolo

MAY 31, 2018

“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.

Customer Service 86

Customer Service Interactive Voice Response Customer advocacy Contact Center 86

Jon Arnold

NOVEMBER 30, 2022

The white paper has been featured now on NICE’s website, and here’s the registration page to download a copy. AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer.

Contact Center 11

Contact Center Chatbots 11

CCNG

AUGUST 3, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. ?For You’ll get a pdf you can save and share and immediate access to the content online. ??To

Best practices 195

Best practices CCNG Personalization Marketing 195

CCNG

JUNE 15, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. ?For You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices 195

Best practices CCNG Consulting Consulting 195

CCNG

DECEMBER 1, 2022

For a complete list of our best-practices you can use this link for a copy of the full white paper. If you find they’re useful to a conversation or a colleague in another sphere … we hope you’ll share them. ?For You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices 195

Best practices CCNG Customer Service Personalization 195

CCNG

NOVEMBER 30, 2022

For a complete list of our best-practices you can use this link for a copy of the full white paper. If you find they’re useful to a conversation or a colleague in another sphere … we hope you’ll share them. ?For You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices 195

Best practices CCNG Customer Service Personalization 195

CCNG

OCTOBER 5, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices 195

Best practices CCNG 195

Jon Arnold

JANUARY 18, 2023

This one is with NICE , and it draws on a recent white paper I did for them. Got another webinar to share here. As the title in the visual below shows, we’ll be exploring the bigger picture for AI in the contact center, and why it’s much more than chatbots.

Chatbots 84

Chatbots Contact Center Marketing 84

Jon Arnold

APRIL 8, 2022

I also do long-form thought leadership , such as white papers and e-books, and these projects take much longer, so you don’t hear about them as often. Both are about Webex Go - their new mobile complement to Webex for UCaaS - one is a white paper and one is an e-book.

Enterprise 80

Enterprise 80

CCNG

JULY 6, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. ?For You’ll get a.pdf you can save and share and immediate access to the content online.???

Best practices 195

Best practices CCNG Benchmark Consulting 195

Jon Arnold

FEBRUARY 19, 2021

I recently wrote a white paper for Mitel on the importance of digital CX - customer experience - for contact centers, and the impact of COVID-19 on what constitutes a good CX. The white paper has been well-received, and we recently did a Twitter chat on the topic, which was also well-received.

Contact Center 72

Contact Center Customer Experience 72

Customer Interactions

JULY 7, 2015

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.

Customer Experience 28

Customer Experience 28

CCNG

MAY 11, 2021

The survey led to this white paper on the 5 Reasons Performance-Based Training in Contact Centers Requires Automation. The paper articulates why if you aren’t doing it now, you will need to implement a new approach to performance-based learning soon.

CCNG 195

CCNG Contact Center Coaching Employee engagement 195

Contact Center Pipeline

MARCH 19, 2019

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.

Contact Center 124

Contact Center Surveys Call Center 124

JivoChat

JUNE 26, 2022

You will understand how to use the power of words to get more leads, techniques for writing white papers, and how to write effective press releases. White papers. Copywriting White Papers. A part of the course is dedicated to writing the white paper, and applying the techniques that you were introduced to.

B2C 75

B2C Sales B2B Best practices 75

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Download our white paper, The CX Pro’s Guide to Speech Analytics , to learn more about how speech analytics can help you improve the customer experience.

First call resolution 291

First call resolution Call Center Metrics Analytics 291

Jon Arnold

NOVEMBER 4, 2022

One of these includes writing Strategic Insight reports - not quite as long as a white paper, but substantive enough to require registration for downloading. Upstream Works is an innovative Canadian contact center vendor, and I’ve been doing various things with them for a few years now.

Contact Center 59

Contact Center Customer Experience 59

NICE inContact

NOVEMBER 2, 2021

To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world. But you can do even more to meet your CX goals by focusing on every aspect of the agent employment life cycle, beginning with the hiring process.

Customer Experience 83

Customer Experience Contact Center Technology 83