Smart Customer Service White Papers

Measuring CX in a Digital-First Economy


How do you measure customer experience in a hybrid world of digital self-service and agent-assisted customer service? Notably, agent-assisted channels are growing in use by 9%, while pure self-service is down slightly.

Concentrix offers an integrated path for measuring CX success that synthesizes data inputs from multiple channels, allowing for a more comprehensive picture of customer experiences with richer data.

DOWNLOAD this white paper and learn how to combine feedback sources – transcript analysis, survey feedback, and other inputs – to see the full view of CX and better deliver on customer expectations.

How Smarter Outreach Transforms the Total Experience of Digital Health


DOWNLOAD this case study highlighting how Perry Health’s personalized customer experience has dramatically improved its success rates during the sales process and throughout patient care delivery.

Find out how Perry Health achieved:

  • 4x improvement in sales team productivity
  • 25% increase in enrollment
  • 50% lift in patient engagement rates

Across the board, major improvements.

Find out how.

Customer Technology Megatrends--What to Watch for in 2023

Sponsored By: Verint

The past couple of years has brought us the Great Resignation, increased customer interactions, and a workforce who will work from home regularly.

Find out how these three outside forces have driven the top customer megatrends you should be on the lookout for in 2023.

DOWNLOAD this whitepaper and learn how human agents and AI-powered bots will work together to support digital-first engagement and can improve experiences for both customers and employees.

How Does Call Center AI Affect Customer Satisfaction?

Sponsored By: UJET

How is call center AI used?

Many brands are incorporating call center AI from the very beginning of the customer journey.

How does call center AI affect customer satisfaction?

  • Decreases customer hold times
  • Improves first-call resolution
  • Predicts customer sentiment and intent
  • Even improves call quality

Download this white paper and learn how call center AI gives you a competitive edge!

The Management of Customer Experiences

Sponsored By: Concentrix and Kustomer

Download this month’s Best Practice’s instalment on the management of customer experience and you will receive:

  • CX Program Success: Understanding the Real Role Of VoC Software (Concentrix)
  • Customer Expectations Are Shifting: How to Deliver Exceptional Experiences to The Modern Consumer (Kustomer)

Customer Experience is the differentiator in today’s competitive landscape. The following recommendations can help you stay on target and take the most effective actions.

Work Smarter, Not Harder, With Workforce Optimization

Sponsored By: NICE

Work smarter, not harder—when wasn’t that relevant advice?

This month’s Best Practices installment from CRM Magazine discusses how to do more with less people. The great resignation of 2021-22 has accelerated the adoption of AI technologies that will help solve today’s challenges … today!

DOWNLOAD Work Smarter, Not Harder in Workforce Optimization, and find out how your smaller workforce can deliver better CX.

AI & Bots in Customer Care

Sponsored By: Verint, Talkdesk and UJET

This installment of CRM’s Best Practices series is chock full of great information for anyone to build a business case for using AI and bots in customer care.

It’s no secret that the past few years have caused an uptick in the acceptance of well-fielded AI-powered bots, especially among the 25-and-younger demographic.

  • Better Experience, Better Bots, And Better Customer Care - Verint
  • Designing Customer Conversations: Best Practices – Talkdesk
  • How To Use Ai To Create An Out-Of-This-World Customer Connection - UJET

Verint, Talkdesk, and UJET offer the most important Best Practices you need to consider, plus links to primary research that serve as hard evidence for their conclusions.

If you are building a business case for your future CX strategy, this special section is a great place to start.

Creating an Omnichannel Strategy for Seamless Customer Journeys

Sponsored By: UJET and Aircall

This month’s Best Practices guide offers two concise road maps to keep you on track while creating seamless customer journeys.

Thinking of adding artificial intelligence capabilities to your contact center?

Have you considered focusing on customer engagement as a strategy to improve the overall customer experience?

This month's guide features:

  • 3 Keys to Effectively Using Ai In Your Omnichannel Contact Center - UJET
  • How To Increase Customer Engagement by Creating an Omnichannel Experience - Aircall

Omnichannel customer service strategies are table stakes in today’s competitive landscape. 

DOWNLOAD these Best Practices and stay focused on the biggest paybacks. 

Making an Impact with Real-Time Coaching

Sponsored By: Verint

Don’t just track metrics, do something!

What if you didn’t wait until after an interaction was over to coach your agents?

Real-time coaching is a radical new approach to making your contact center analytics more actionable and to act on agent behaviors.

Learn how realtime coaching solutions can leverage rich contact center analytics to drive actionable intelligence at the point of service.

DOWNLOAD for more information on this innovative training solution.