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.

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. I did a well-attended webinar with them about this topic in December, and the white paper has now been published.

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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.

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.

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.

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 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.

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).

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.

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 paper


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.

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.

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 Paper


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. .

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!

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.

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.

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.

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 paper

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: […].

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

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.

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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.

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?

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 [.].

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.

50 Best Customer Service Articles of the Decade [2019 Update]


Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. To serve today’s customers, we must think beyond automated sales emails or chatbots.

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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

Slaying Algorithmic Aversion: If Co-Workers Resist Your Algorithms, How Will You Improve Customer Experience?

Centriam Customer Experience Lab

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.

Amazing Business Radio: Natalie Petouhoff


With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff.

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

Engaging surgeons for better documentation


Our newest white paper, […] The post Engaging surgeons for better documentation appeared first on What’s next.

Operational Challenges in the Call Center Industry


For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today. Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments?

Visual Automation: Boost Agent Productivity with Smart Eyes


This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

5 Call Center Training Best Practices


Learn more about how speech analytics can transform your training processes – and your call center operations as a whole – by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center Floor Rules


If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Insight-Driven Marketing – The Intention/Reality Gap

Peter Lavers

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. The SAS Darkness of Digital Shadows reports can be accessed here: White Paper: [link].

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)


Publish a report or white paper that will benefit your customers. Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here.

9 Call Center Environment Best Practices


For information on call center agent attrition and how interaction analytics can help to curb it, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.