Smart Customer Service White Papers

Megatrends in Customer Experience: Near-Term Adjustments and Long-Term Structural Changes

Sponsored By: Neustar, Khoros, Calabrio and Verint

If there has been a bright spot in the COVID-19 crisis, now entering its second year, it is the role technology has played in serving customers despite extraordinary circumstances.

What started as a scramble to enable business continuity for employees and customers alike has grown into an effort to adapt to the long-term realities that organizations now face.

But what still needs to be done in 2021 to deal with the new normal?

DOWNLOAD this Best Practices installment from CRM Magazine and you will receive these expert submissions.

  • How Covid-19 Has Reshaped Inbound Authentication Neustar
  • Top Digital Engagement Trends In 2021 Khoros
  • 3 Ways to Embrace the Evolving World of Remote Work Calabrio
  • Shaping the Future of Work In 2021 And Beyond Verint

2021 will be a seminal year for Customer Experience. DOWNLOAD these expert insights for the trends that will matter in post COVID corporate America.

Creating a Customer Engagement Center

Sponsored By: eGain and Conduent

Why were some customer service organizations quickly able transition to the new (ab)normal this year?

Learn how organizations were able to transition to the unanticipated business conditions of 2020 quickly and even seamlessly. 

DOWNLOAD this special supplement to CRM Magazine and you will receive these two white papers which will help your organization reach the next level of creating a Creating a Customer Engagement Center:

• The New Digital Customer Engagement for The New (Ab)Normal by eGain

• 3 Customer Experience Trends Transforming Contact Centers by Conduent

Find out how forward-looking businesses were able to accommodate customers even in the midst of a pandemic.

Smarter than the IVR: The Genius of IVAs

Sponsored By: Verint

Personal voice assistants like Siri have profoundly shaped consumer expectations around self-service. Unfortunately, consumer expectations generally outpace reality when it comes to Enterprise level consumer self-service.

Customers expect your organization to offer an experience across channels, where they can ask their questions organically and get fast, accurate responses.

Thankfully, Interactive Virtual Assistants (IVAs) combine automation with personalization, and give consumers an experience that feels convenient without feeling solely transactional.

Learn how IVAs can improve your Customer Experiences, and align with your business goals to simplify, modernize, and automate customer engagement.

Smart Insight: Moving Beyond the Survey

Sponsored By: Confirmit

Think about Voice of the Customer survey’s from the customer’s perspective.

Rather than defaulting to the “let’s do a survey” approach, we would suggest asking three questions that will help you to determine if (and what) more survey data is needed.

1.      What do I really need to know?

2.      What is the most credible source for the data I need? How do I even find it?

3.      What information am I still missing?

Connect what you have, collect what you really need, focus on the connections you are building and you will be well placed to start managing – and improving – the customer experience.

Download this Best Practices White Paper from Confirmit and find out how to conduct your voice of the customer program from the customer’s point of view and get better insights.

Data Quality: The Key Ingredient in a Data-Driven Customer Strategy

Sponsored By: Confirmit and Verint

Data by itself is useless. Without gleaning actual insights from data that can be acted upon to solve a business issue, collecting vast amounts of it will only obscure patterns and prevent any understanding of what it all means.

Luckily, there has been an explosion of business intelligence (BI) and customer analytics tools in the past several years to help make sense of all that information. Ultimately, these tools enable users to make better, data-backed decisions, and they are becoming easier to use thanks to enhancements like natural language processing, search, and conversational analytics.

In 2021, augmented analytics will be a dominant driver behind new purchases of analytics and business intelligence, data science and machine earning platforms, and embedded analytics. BI and customer analytics tools are about to deliver on the promise of allowing everyone—organizations of all sizes and line-of-business users who aren’t data scientists—to reap the benefits of data-backed decision making. Download this Best Practices installment and better understand what to consider with your BI and customer analytics initiatives.

AI and the Contact Center: What You Need to Know

Sponsored By: CallMiner, eGain and Vonage

The contact center is where artificial intelligence will have perhaps the greatest impact on organizations in the next decade. It will reshape traditional IVRs with natural language processing, machine learning, and robotic process automation. It will capture data from customer interactions to provide better future recommendations and outcomes. And it will speed up all of these processes for customers and make agents more effective and even improve their engagement, as they are relieved of mind-numbing repetitive tasks and have access to more accurate problem-solving tools.

Download this installment of our Best Practices series and learn how AI solutions will help your organization improve customer service, predict customer needs and behavior, and increase operational efficiencies.

Four Ways to Modernize the Customer Service Experience

Sponsored By: Verint

One of the biggest challenges in customer service is staying up-to-date with customer preferences for how they want to be served.
With consumers relying more and more on self-service, it's important to optimize those experiences while continuing to deliver high-quality service in agent-assisted interactions, too.

DOWNLOAD this Best Practices installment and find out how to modernize your outdated applications and processes to meet the needs of today's customers.

LEARN the four key technologies to consider as you look to modernize your customer service and support experience.

Why Is Customer Experience So Darn Important? And How to Improve Your CX Efforts

Sponsored By: Neustar and NICE

DOWNLOAD this month’s Best Practices installment features submissions from Neustar and NICE that do an excellent job of detailing the obstacles that impede the delivery of a high-quality customer experience (CX). Thankfully, they also offer the concise steps needed to take your CX to the next level.

In this special abstract, you will receive:

  • Six Steps To Combat Robocalls And Improve The Customer Experience(Neustar)
  • How To Improve Your CX Efforts With Quality Management Powered By AI Analytics (NICE)

If you are grappling with improving the effectiveness of you Customer Experience efforts or reclaiming voice as an outbound channel, you should DOWNOAD this pdf now and start building a business case for implementing these strategies and solutions in your own organization.

Businesses Need to Embrace New Insights

Sponsored By: Confirmit

Download this roadmap for using Business Intelligence and Customer Analytics to gain insights which will help you make the critical decisions that drive growth and profitability, even in the current Covid climate.

There is no better time to reevaluate business processes and strategies than in times of great change.

Learn how you can advance your understanding of the critical factors affecting your business and get real insights for data based decision making.