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. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

Chatbots 321

Chatbots Contact Center Technology Customer Experience 321

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 Metrics Analytics Call Center 291

Jon Arnold

NOVEMBER 2, 2021

This last scenario applies to my latest white paper, and most recent white paper done for Cisco. Things are changing quickly in this space and this white paper is a good example of how vendors are trying to educate the market in terms of how to respond.

Enterprise 76

Enterprise Customer Experience Contact Center Education 76

ShepHyken

DECEMBER 18, 2019

Publish a report or white paper that will benefit your customers. Little reminders shared consistently with employees will help keep customer service front of mind. Plus, it makes everyone feel good to acknowledge team success. Customers love relevant information.

Customer Service 320

Customer Service Customer Experience Marketing 320

SQM Group

JUNE 10, 2025

Learn More Resources Overview Library Blog Case Studies White Papers Client CX Award Stories Videos Books Tools mySQM™ Auto QA ROI Calculator Outside-In QA Questionnaire Leadership Styles Questionnaire Sample Size Calculator Random List Generator Company About SQM Group SQM Group is a call center auto QA solutions specialist.

First call resolution 102

First call resolution Benchmark Coaching Scripts 102

Jon Arnold

JUNE 7, 2023

I’ve got another white paper update to share - this one was done for Enreach , a leading EU mobility and platform provider. That’s their strong suit, and my white paper examines the trends that drive the need for this approach. The white paper was published yesterday, and I hope you give it a read.

Enterprise 59

Enterprise Management 59

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

24-7 InTouch

JULY 11, 2024

Download our white paper to discover strategies that enhance customer loyalty and advocacy, ultimately boosting your brand’s retention rates. The post White Paper: The Art of Customer Loyalty: Retaining Your Most Valuable Asset appeared first on IntouchCX.

Upselling 59

Upselling Marketing Customer Experience Customer retention 59

Beyond Philosophy

NOVEMBER 28, 2016

Whenever encountering white papers that conflate the connection between employee engagement and happy customers, the above questions need to be asked. Those question are: 1) Really? and, 2) Where’s the consistent proof for individual companies? Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Advertising 364

24-7 InTouch

MAY 3, 2024

This white paper briefly outlines the data-driven research from the pilot study for Superpunch Care. Read the full white paper here. The post White Paper: AI-Powered Innovation Is Reshaping Workforce Well-Being appeared first on IntouchCX.

Enterprise 59

Enterprise Metrics Technology Personalization 59

Jon Arnold

MAY 31, 2023

If you’re amenable to thinking more broadly about what on-hold can look and sound like, I think you’ll find my latest white paper of interest. The paper was sponsored by Aizan Inc. , Usually, my white papers are gated, where registration is required, but this one is public, so it’s available for all.

Construction 59

Construction Contact Center Personalization Customer Experience 59

ShepHyken

JUNE 24, 2019

Dimelo) In this white paper, a number of our expert’s breakdown why changing your strategy to unify your communications across multiple channels can help you adapt to changing customer behavior. Guide: 8 Expert Tips To Go Omni-Digital by Dimelo.

Customer Service 298

Customer Service Customer Support Customer Experience 298

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues.

Call Center 287

Call Center Accountability Technology Customer Support 287

CSM Magazine

DECEMBER 14, 2022

When owners of companies think about documentation, they sometimes choose between white papers and business plans. White Papers in Brief. A white paper is a document that consists of information about a product or service. There are the most popular types of white papers: 1.

B2B 52

B2B B2C Marketing Analytics 52

Jon Arnold

JULY 6, 2023

I recently did a white paper for Enreach about the growing role of mobility for collaboration, and soon after its release, Doug Green interviewed me about it for his widely-followed Telecom Reseller podcast. Still catching up from being offline last week, and here’s another ICYMI shout-out.

59

59

24-7 InTouch

AUGUST 20, 2024

Download our white paper today to explore the key findings and takeaways from our pilot program. The post White Paper: Neuro-Insights for Enhanced Programming and Employee Experience appeared first on IntouchCX.

Employee engagement 52

Employee engagement Technology Customer Experience Management 52

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

Jon Arnold

FEBRUARY 2, 2023

Got a new white paper to share - this one is for NICE , and is a bit of a sequel to an earlier white paper I did for them. I touched on it briefly during a webinar last week, and to get the full story, here’s the registration link for downloading.

Contact Center 59

Contact Center 59

Beyond Philosophy

SEPTEMBER 13, 2016

As concluded in a 2010 white paper by marketing software company Neolane: “… with the right technology, skill sets, and C-level buy-in, social media provides an opportunity to take a more personalized and interactive approach to achieve true engagement… So, stop broadcasting, start engaging and put your social media intelligence to work.”.

B2C 341

B2C B2B Wireless Customer centricity 341

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 Brand ambassadors Agent burnout Complaint resolution 90

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self service 52

Self service Benchmark Chatbots Enterprise 52

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 Enterprise Contact Center 195

Beyond Philosophy

AUGUST 17, 2015

He specializes in customer life cycle management, strategic/profitable customer relationships, customer experience research/strategy, and employee performance research, consulting, and training, and he is the author of six customer-centric strategy books and over 200 white papers and articles. appeared first on.

Banking 250

Banking Customer centricity Consulting Consulting 250

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 Marketing Personalization 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

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

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 Coaching Contact Center Employee engagement 195

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

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

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 Government SaaS Technology 52

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 Personalization Customer Service 195

ShepHyken

NOVEMBER 24, 2017

Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy. This is a simple and effective way to make each customer feel that their time and patronage is valued.

Customer Service 224

Customer Service B2B B2C Accountability 224