Smart Customer Service White Papers

Creating a Great Omnichannel Experience for Great Customer Experiences

Sponsored By: Kitewheel and eGain

All omnichannel customer experiences use multiple channels, but not all multichannel experiences are omnichannel. This sounds like splitting hairs, but when it comes to creating a great customer experience, it’s not. The big distinction is that the multiple channels must be cohesive, coordinated, seamless, and consistent.

Everyone in the value chain—from product management to marketing, sales, and customer support—has to be on the same page in terms of delivering a cohesive and consistent experience regardless of the channel or device of choice. Alignment between messaging and execution is the key to building brands that engender loyalty.

Download this Best Practices installment and find out how to create a great omnichannel experience that will ultimately improve the experiences of all your customers.

Customer Authentication, Identity Resolution, and Voice Biometrics

Sponsored By: Neustar and Verint

One of the most frustrating aspects of contacting any company can be proving who you are. Customers are well aware of identity theft, security issues, and privacy concerns, so they are willing to put up with the interrogation, but that doesn’t mean they enjoy it. In fact, this first bit of friction can cause annoyance to escalate into anger if information needs to be repeated or if initial attempts at resolution fail. Plus, an opportunity for personalization and efficiency can be wasted when a customer reaches out using a different device. Download this first ever Best Practices topic and learn more about authentication solutions.

AI-Based Speech Analytics for Actionable Insights

Sponsored By: NICE

Speech analytics tools can prove to be invaluable for analyzing the vast amounts of unstructured information pouring into the contact center. They can evaluate everything from call compliance to sentiment analysis, often in real time.

All of this information is essential for improving the customer experience and achieving better business outcomes. The best speech analytics tools extract real value, uncovering information that is easily converted into insights that can determine the best course of action.

Download this month’s Best Practices installment and learn why they should invest in AI-based speech analytics and what they can expect from these remarkable contact center technologies.

How to Select a Chatbot or Virtual Agent for Your Self-Service Project

Sponsored By: Bold360, Creative Virtual and NICE Nexidia

For organizations implementing new self-service solutions, or even upgrading their existing solutions to something much newer, decision-makers must consider what they don’t know before they make any purchase decisions, which will significantly impact customer care for some time to come.

DOWNLOAD this ‘must-read’ installment of CRM’s Best Practices series and you will receive:

  • AI CHATBOT BUYERS GUIDE: How to pick the right chatbot for your organization (Bold360)

If your company is actively looking for a chatbot or virtual agent, reading these three submissions is an incredibly useful informational road map to follow.

Cloud Contact Center Solutions

Sponsored By: NICE, Verint and Genesys

According to a recent report by Research and Markets, “The cloud-based contact center market is projected to grow by US $28.6 billion worldwide, driven by a compounded growth of 23.8% through 2025.”

What are the factors and conditions driving this tremendous forecasted growth?

DOWNLOAD this free installment to CRM Magazine and receive:

  • CLOUD WITHOUT COMPROMISE: Three Tips for Choosing the Right Cloud Solution by Verint
  • Build Better, More Personal Customer Experiences by Genesys

Find out tips on how to choose the right cloud solution for your situation and how having a cloud contact center can help you provide your customers with better service experiences.

CRM Megatrends to Watch in 2020: A Preview of Forces Driving Customer Technologies in 2020

Sponsored By: Neustar, Verint and CallMiner

Authentication, automation, and agent analytics all improve the performance of the contact center and increase the probability of better customer experiences and higher employee engagement.

This year’s installment of Megatrends to Watch in 2020 are all contact center-centric. Download this month’s Best Practices and you ill receive:

  • Rising Consumer Expectations Will Revolutionize Authentication In 2020 (Neustar)
  • Automation Everywhere (Verint)
  • 7 Important Call Center Skills Every Agent Should Have (CallMiner)

Find out what our experts predict as the trends driving Customer Experience in 2020!

Make your CRM work for your humans. With Troops.

Sponsored By: Troops

You need to make strategic decisions, drive the sales process, collaborate on big deals, and keep everyone informed so you can deliver for your customers and win. But you can’t do that if the data you need isn’t in your CRM. The solution isn’t pestering your reps. Your CRM has data. Your people have intelligence. Connect them—with Troops.

2020 Contact Center Innovations

Sponsored By: NICE inContact, Verint, TTEC, eGain and Inference Solutions

What were the breakout trends in the contact center in 2019 and what can we look forward to in 2020?

This Best Practices Guide will uncover which trends firmly took hold this year and which trends are poised to play a bigger role next year.

DOWNLOAD this report and you will receive:

  • Amplifying B2B Inside Sales Success with AI from NICE inContact
  • Rethinking Workforce Management: Six Game-Changing Innovations from Verint
  • 7 Ways to Modernize Voice for Today’s Digital Customer from TTEC
  • Make Next-Gen Agents Successful in The Digital Era from eGain
  • Intelligent Virtual Agents: A Smart Investment for Innovation In 2020 from Inference Solutions

If your company is interested in finding out about the most cutting edge Contact Center solutions from 2019, and what lies ahead for 2020, this report is a must-read.

Conversational AI for Better Customer Experiences

Sponsored By: SmartAction, Gridspace and Inference Solutions

Conversational AI is the breakthrough technology of the year for driving better customer experiences.

Download the following installment from CRM Magazine’s Best Practices series, and learn how to successfully implement your conversational AI initiatives with these recommendations from our contributing experts.

In in this download, you will receive all three of these white papers:

  • 4 BEST PRACTICES FOR AI SELF-SERVICE WITHOUT COMPROMISE Automate More Without Sacrificing an Ounce of Customer Experience - SmartAction
  • CONVERSATIONAL AI GOES MAINSTREAM How businesses of all sizes are rapidly, and affordably, adopting natural language for customer self-service - Inference Solutions

Conversational AI is one of the biggest breakthrough technologies of 2019, and one that is forecast to grow significantly in the years to come.

Customer Support Transformation: The Leading Trends in Customer Support and Engagement

Sponsored By: Zendesk and TTEC

DOWNLOAD this Best Practices installment and learn valuable insights into implementing an entire world-class customer service solution and how to balance artificial intelligence and automation with human agents for maximum results.

Successful support transformation requires meticulous planning at every phase and the flexibility to adapt to unforeseen issues that may arise.

Learn -

  • 4 Strategies for Implementing a World-Class Customer Service Solution - Zendesk
  • 3 Ways to Combine AI and Automation with Humans for Cutting-Edge Customer Care - TTEC

If transforming your organization’s customer support is important to you, you need to consider these crucial expert recommendations.

Voice of the Customer: Step Away From The Survey

Sponsored By: Confirmit

Successful companies need to become trusted partners for their customers. Be clear with your customers about what you are asking them about and why. And, tell them what you did with the feedback they provided.

Before you send out that next survey, you need to:

  • Connect what you have
  • Collect only what you really need
  • And, make the right connections so you can make decisions that drive real business outcomes.

DOWNLOAD this white paper and learn the 3 questions you need to know before you send a customer survey:

1) What Do I Need To Know?

2) Where Can I Find The Data I Need?

3) Now Can I Send A Survey?

Learn the rules of thumb you need to consider before bothering your customers with information you already have, or ask them more questions that you’ll never act upon.

Level-Up Your CX with Real-Time VOC Analytics

Sponsored By: TTEC

Discover your Customer’s Voice.

Even a successful VOC program must evolve to keep up with customer demands and expectations. Listening closely for impactful insights from your customers means utilizing the right technology, analytics, and practices to garner meaningful results.

Here are four ways to accelerate and enhance the VOC analytics process:

  • Collect customer feedback from wider and more diverse VOC data source
  • Capture deeper insights with more powerful analytics and tools
  • Use a comprehensive framework to proactively surface and distribute insights
  • Continuously act and implement VOC analytics insights

DOWNLOAD this white paper from and begin delivering more impactful customer experiences.

    Make Your Automation More Intelligent: The State of AI in Marketing

    Sponsored By: CallTrackingMetrics

    Marketing automation tools have truly empowered marketers and business owners alike to get in front of customers in ways they previously weren’t able to. In fact, a 2019 survey reported that 75% of marketers now employ at least one type of marketing automation tool.

    Download this Automated Intelligence white paper, and learn how:

    1. Automating your emails, phone outreach, and more grants you and your team the opportunity to save time and resources while also engaging your customers in their moment of interest.
    2. To Make your marketing automation efforts more effective using automated intelligence
    3. AI can help you can identify the criteria or data points that you’ll use to qualify or segment customers within your database.

    Explore real use cases for automated intelligence.