INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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]. MORE
We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center. MORE
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. MORE
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. MORE
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! MORE
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 MORE
“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). MORE
Somehow, I got my regular fill of writing done, along with a podcast, a webinar, and the launch of one of my current white papers. Sure was a busy month, and capped off a roughly two-month run of continuous events I either attended or spoke at. Finally had a chance to exhale, put this digest together for my June writing, and gear up again for what hopes to be a quieter month. Something tells me things won't stay quiet for long, so gotta get back to work now. MORE
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. MORE
Our White Paper entitled “The Customer Journey: The Five Things You Need to Know Now” elucidates the concept of the customer journey and how it affects all aspects of service provider interactions Are you wondering what the term “customer journey” really means? MORE
In its most recent white paper , CCMC identifies the seven customer experience habits of companies that realize return on their customer experience investments. CCMC ~. Are you spending too much for too little return on your customer experience surveys? MORE
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 [.]. MORE
But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. What is marketing? MORE
White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Tradeshow season is upon us! MORE
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 MORE
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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. MORE
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. MORE
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. MORE
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 MORE
White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Tradeshow season is upon us! MORE
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. MORE
Steep targets for each team are volleyed out on black, white or dash boards. For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018. White Paper: 10 Trends That Will Disrupt Customer Service in 2018. MORE
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. MORE
14 My Latest Cisco White Paper - AI in the Contact Center , my blog, Feb. Time for another monthly writing update. My mix of work has shifted a bit, so my volume of writing is less, but am plenty busy in other areas. Depending on what you did or didn't read from me in February, here are the highlights to share: How Can Huddle Room Technology Maximize Collaboration Success? TechTarget, Feb. 27 AI in the Workplace - Voice is All you Nee d, Toolbox.com, Feb. MORE
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. MORE
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. MORE
19 My Latest White Paper - Leveraging Cloud Communications for SMBs , my blog, Feb. I did more traveling than writing last month, but still managed to get some things out. As usual, here’s a digest of my thought leadership for February, and if you want to see more, please drop me a line. There’s More to Digital Transformation than Automation , Toolbox.com, Feb. 28 Speech Tech in the Enterprise - 3 Themes to Explore , No Jitter, Feb. MORE
Our newest white paper, […] The post Engaging surgeons for better documentation appeared first on What’s next. MORE
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Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. MORE
In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. White Paper: 9 Critical Contact Center Trends for 2018. MORE
‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. MORE
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 MORE
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: […]. MORE
The webinar is based on my about-to-be-published white paper for 8x8 , and I’ll be joined by one of their customers for some first-hand insights about how the cloud is helping SMBs collaborate more effectively. Time sure flies, and after three events last month, I’ve got a backlog of blog posts to get done. Here’s the most pressing one - my webinar tomorrow at 2 ET. MORE
White Paper Related Topics 
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.
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. I did a well-attended webinar with them about this topic in December, and the white paper has now been published.
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.
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.
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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.
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.
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Fonolo
NOVEMBER 29, 2018
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.
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).
CustomerGauge
APRIL 4, 2017
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
Blueworx
SEPTEMBER 8, 2017
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
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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” info@calabrio.com +1 (855) 784-2807
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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. 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.
CustomerGauge
APRIL 20, 2017
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!
ForeSee
SEPTEMBER 26, 2016
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.
Fonolo
NOVEMBER 29, 2017
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.
West
NOVEMBER 30, 2017
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
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: […].
Guru
FEBRUARY 28, 2019
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.
Peter Lavers
JUNE 18, 2018
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].
Jon Arnold
NOVEMBER 15, 2018
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.
HGS
OCTOBER 26, 2016
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 [.].
CustomerGauge
MARCH 31, 2017
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.
Centriam Customer Experience Lab
AUGUST 23, 2018
Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.
ShepHyken
MARCH 26, 2019
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.
Nuance
OCTOBER 2, 2018
Our newest white paper, […] The post Engaging surgeons for better documentation appeared first on What’s next.
TechSee
MARCH 12, 2019
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.
Jacada
JANUARY 26, 2017
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
Jon Arnold
DECEMBER 3, 2018
The webinar is based on my about-to-be-published white paper for 8x8 , and I’ll be joined by one of their customers for some first-hand insights about how the cloud is helping SMBs collaborate more effectively. Time sure flies, and after three events last month, I’ve got a backlog of blog posts to get done. Here’s the most pressing one - my webinar tomorrow at 2 ET.
Jon Arnold
MARCH 1, 2019
19 My Latest White Paper - Leveraging Cloud Communications for SMBs , my blog, Feb. I did more traveling than writing last month, but still managed to get some things out. As usual, here’s a digest of my thought leadership for February, and if you want to see more, please drop me a line. There’s More to Digital Transformation than Automation , Toolbox.com, Feb. 28 Speech Tech in the Enterprise - 3 Themes to Explore , No Jitter, Feb.
InGenius
JULY 27, 2017
We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center.
Connecting the Dots
AUGUST 16, 2017
In its most recent white paper , CCMC identifies the seven customer experience habits of companies that realize return on their customer experience investments. CCMC ~. Are you spending too much for too little return on your customer experience surveys?
Fonolo
NOVEMBER 30, 2017
In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. White Paper: 9 Critical Contact Center Trends for 2018.
ShepHyken
NOVEMBER 16, 2016
But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. What is marketing?
Fonolo
AUGUST 22, 2018
Steep targets for each team are volleyed out on black, white or dash boards. For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018. White Paper: 10 Trends That Will Disrupt Customer Service in 2018.
Fonolo
MAY 1, 2018
White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Tradeshow season is upon us!
Fonolo
APRIL 30, 2018
White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Tradeshow season is upon us!
ijgolding
JULY 24, 2018
‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.
Jon Arnold
JULY 5, 2017
Somehow, I got my regular fill of writing done, along with a podcast, a webinar, and the launch of one of my current white papers. Sure was a busy month, and capped off a roughly two-month run of continuous events I either attended or spoke at. Finally had a chance to exhale, put this digest together for my June writing, and gear up again for what hopes to be a quieter month. Something tells me things won't stay quiet for long, so gotta get back to work now.
Customer Interactions
JULY 7, 2015
Our White Paper entitled “The Customer Journey: The Five Things You Need to Know Now” elucidates the concept of the customer journey and how it affects all aspects of service provider interactions Are you wondering what the term “customer journey” really means?
Jon Arnold
MARCH 5, 2018
14 My Latest Cisco White Paper - AI in the Contact Center , my blog, Feb. Time for another monthly writing update. My mix of work has shifted a bit, so my volume of writing is less, but am plenty busy in other areas. Depending on what you did or didn't read from me in February, here are the highlights to share: How Can Huddle Room Technology Maximize Collaboration Success? TechTarget, Feb. 27 AI in the Workplace - Voice is All you Nee d, Toolbox.com, Feb.
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