Smart Customer Service White Papers

Conversational AI for Better Customer Experiences

Sponsored By: Concentrix and Verint

Thinking about the possibilities of tapping into the potential of conversational AI as a customer support tool?

Then DOWNLOAD this special report from CRM magazine and learn where to start your journey from the experts leading the way with these game changing technologies.

You will receive two recommendations to consider as you build your business case and plan your next big customer experience project.

  • Conversational AI: Four Steps To An Exceptional Customer Experience from Concentrix
  • How to Get Started with Conversational AI from Verint

Conversational AI is poised to revolutionize how organizations will provide exceptional support to their customers in the very near future. Make sure you are prepared with the right questions to ask as you formulate your strategy.

Measuring CX with Voice of the Customer and Journey Analytics

Sponsored By: NICE nexidia

“You can’t manage what you can’t measure,” goes the oft quoted saying by Peter Drucker.

Delivering excellent Customer Experiences is the competitive differentiator between brands and delivering that primary goal is dependent on listening to customers and understanding their intentions.

DOWNLOAD this white paper and learn how to efficiently stay on course to achieve exemplary Customer Experience targets with the combination of Voice of the Customer data and Journey Analytics.

Your brand depends on it!

CRM Megatrends to Watch in 2019: Predictions from the Top Leaders Driving Change

Sponsored By: NICE Nexidia, Attivio, W-Systems, ZoomInfo, Neustar and Verint

This "Megatrends" installment offers six predictions from thought leaders and solution providers who share their inside vision of what trends will drive customer-focused technologies and strategies in 2019.

Artificial intelligence, machine learning, robotic process automation, and a renewed role for CRM are the big trends this year.

Download and receive these white papers:

  • Success Starts In The Contact Center: AI And Data Analysis Drive Enterprises To New Heights In 2019 from NICE Nexidia
  • Intelligent Answers & Insights Become The Focus Of Customer Support from Attivio
  • CRM2: Mastering Data Interactions For Maximum Relationship Insight from W-Systems
  • The Progression Of The Crm: Why Your Data Quality Needs To Catch Up from ZoomInfo
  • When Customers Stop Answering Their Phones from Neustar
  • The Hybrid Workforce Owns The Future Of Engagement from Verint

Do these prognostications fit with your personal intuition about what 2019 has in store for the digital transformation of sales, marketing, and especially customer service?

AI-Powered Sales Teams

Sponsored By: Aviso

With a high degree of accuracy, Artificial Intelligence (AI) can focus in on the opportunities with the highest probability to close, and focus sales’ efforts on working those deals first.

Instead of having sales reps spinning their wheels chasing deals that are relative long shots, AI can help them put their time and energy to far better use closing deals it has deemed most likely to turn into revenue.

DOWNLOAD this Best Practices Instalment from Aviso, and learn about:

  • AI-powered Opportunity Insights— Trade Intelligence for Intuition
  • AI-powered WinScores— Stack the Odds in Your Favor
  • AI-powered Forecasting— See What Others Don’t
  • AI-powered Opportunity Maps— Your Entire Pipeline At-a-glance

 With salespeople increasing their close ratios, quota attainment becomes a far more likely outcome.

Learn how your sales team can close more deals with AI.

Call Centers to Customer Engagement Centers -- Make the Transition Now

Sponsored By: Attivio and Verint

Download this month’s Best Practices guide, and learn how AI-powered search capabilities can help call centers transform themselves into customer engagement centers.

In this one click download you will receive:

  • Delivering A Winning Experience In The “Age Of The Customer” AI-driven search can get you there - Attivio
  • Amp Up Your Contact Center With Workforce Engagement - Verint

Give your agents instant access to the information they need, and free them from repetitive tasks to focus on the rewarding work of creating a positive experience for customers

Choosing the Right Marketing Technology Stack

Sponsored By: Neustar and X2CRM

Marketers face enormous challenges maintaining accurate and up-to-date customer databases and building deep integrations between their marketing automation platforms and CRM systems.

Download this concise primer on creating the right technology stack and you will learn:

  • How Omnichannel Retailers Can Become Data-Driven, Omnichannel Marketers - Neustar
  • 10 Tips on Marketing Automation Best Practices - X2Engine

This installment of CRM Magazine’s Best Practices Series is an excellent primer for marketers seeking to create or improve their digital marketing systems.

Highly Effective Customer Experience Strategies

Sponsored By: NICE InContact and Confirmit

Setting goals, using an incremental approach, investing in the right technology, and actually acting on voice-of-the-customer insights are at the heart of any successful customer experience (CX) strategy.

Download this instalment on creating Customer Experience strategies and you will learn:

  • CX Strategies To Win In The Experience Economy - NICE inContact
  • Highly Effective CX Strategies: Ask Less, Act More - Confirmit

No doubt you are already pursuing at least some of these strategies, but striving for continuous CX improvement is a process of refinement.

2018 Contact Center Innovations

Sponsored By: Neustar, NICE and Cyara

The contact center has undergone numerous innovations in the past several years as technologies have advanced and customer expectations have rose to ever greater heights.

Download this 2018 Contact Center Innovations guide, and learn about the latest advancements in contact center technologies, processes, and strategies.

Included in this special guide:

  • Transforming the Contact Center to Reach More Customers How to Optimize Your Dialing Operations While Combating Call Blocking (Neustar)

  •  We’ve Got You Covered Achieve Advanced Omnichannel Quality Monitoring While Protecting Your Recording Investment! (NICE inContact)

  • Cyara Assures CX Innovation and Delivers Customer Smiles at Scale (Cyara)

Make sure your contact center evolves with the latest industry best practices and innovations.

Accelerate Quote-to-Cash With Contract Management and Configure Price Quote Software

Sponsored By: Infor

How configure-price-quote software can help you grow your business?

If your sales team is bogged down trying to master lots of products, with evermore options, and customizations you need to consider how configure-price-quote (CPQ) software can help you grow your business.

DOWNLOAD this free fact sheet and learn how CPQ solutions can help you:

  • Increase sales
  • Reduce costs
  • Differentiate brands

Cut time, effort, and expense from your complex sales cycles with CPQ software.

Mobile Customer Service: The First Line of Service

Sponsored By: Verint

Get Moving with Mobile! Five Tips for Delivering Great Customer Service.

Thinking of adding upgrading your mobile customer service channel? Then you really need to consider these five tips for delivering great mobile customer service.

DOWNLOAD this tip sheet now and find out your organization can simplify, modernize, and automate customer engagement.

Advanced Analytics for Better Customer Experiences

Sponsored By: Calabrio, Confirmit and Radial

The whole point of advanced analytics is to tell a story that incites change in an organization from the top down.

In this month's installment of our Best Practices Series, you will learn how advanced analytics can drive real change within your organization and substantially improve the business decisions you make today.

Download this Best Practice Guide and you will receive:


Learn how telling a powerful data based story can convince key decision makers and stakeholders to drive the organizational changes that ultimately affect business outcomes.

Transforming Customer Service with Artificial Intelligence

Sponsored By: Verint and eGain

The impact AI will have on customer experience over the next several years is hard to calculate.

Download this month’s Best Practices guide, and learn what solutions are available today, and what you can expect to gain from this game changing new technology.

In this download, you will receive:

  • The Art of Smart Introducing Intelligent Self-Service by Verint
  • Cost Avoidance with Artificial Intelligence by eGain

Artificial Intelligence represents a whole new level in delivering excellent customer experiences, and is probably the most promising technology trend for improving customer service since the internet.

Getting BIG DATA in Shape: Quality, Cleansing, and Data Management

Sponsored By: Neustar and RedPoint Global

The deluge of data available to marketers can easily overwhelm their ability to get a clear, concise picture of customers so they can deliver relevant marketing messages.

DOWNLOAD this installment of CRM Magazine’s Best Practices series and learn how to tame the deluge of old, incomplete, inaccurate and conflicting data.

In this report:

  • More Data Does Not Mean Better Data: The Quest For Real Customer Intelligence - Neustar
  • Mind The Gap: Bridging The Gap Between Strategy & Execution With Data-Driven Marketing - RedPoint Global

Learn how to create a single source of truth and extract real value from relevant, accurate customer data.

Smart Customer Service That Wows Customers

Sponsored By: Radial, Genesys, Convergys, eGain, Verint, Five9, Telax and Plus Consulting

This Best Practices guide is full of information and research findings that will help you make a business case for transformational customer experience.

DOWNLOAD this installment from CRM Magazine and you will receive these recommendations ranging from differentiating your brand with personalization to using knowledge management to drive customer engagement.

You will receive:

  • Differentiating Your Brand with Personalized Customer Interactions from Radial
  • Successfully Navigate Your Customer Experience Transformation from Genesys
  • Everybody Loves A Bot: How To Wow Your Customers With Robotic Process Automation from Convergys
  • The Five Parts of Smart Customer Service from eGain
  • Service with Sizzle: Using Knowledge Management To Drive Better Customer Engagement from Verint
  • A Practical Guide to Ai In The Contact Center from Five9
  • Get Social with Your Customers from Telax
  • Improving Customer Experience Through Improving Your Customer Support Stack from Plus Consulting

Find out how to deliver smart customer service that improves shareholder value and differentiates your company.