Smart Customer Service White Papers

The Essential Guide to Creating Efficient Customer Journeys

Sponsored By: NICE Nexidia and TTEC

Customer journey mapping and subsequent customer journey analysis are essential to creating customer paths that allow flexibility for exceptions but efficiency for the masses. Both of these critical exercises are essential for business leaders to experience their products or services through the eyes of their actual customers and make the necessary changes that reduce any friction or cause any unnoticed issues that affect the entire customer experience. This is quite challenging for complex journeys.

Join us in this installment of our Best Practices Series and guide our readers toward creating customer journeys that yield the best results for their businesses.

AI and the Contact Center: Radical Revolution or Methodical Evolution?

Sponsored By: Concentrix, Verint and TTEC

According to Gartner, “By 2019, artificial intelligence platform services will cannibalize revenues for 30% of market-leading companies servicing contact centers.” AI will affect technologies in every corner of the contact center—speech recognition, workforce optimization, knowledge management, predictive analytics, and all manner of customer-facing and agent-assisting technologies. Now is the time to start developing a long-term, cross-organizational AI road map, no matter what corner of the organization you are in.

Download this month’s Best Practices guide and get expert recommendations for delivering AI solutions in your contact center.

Expose Fraudsters or be Exposed

Sponsored By: NICE

Contact centers are under attack,and fraudsters target the weakest link: the agents. It’s time to act: don’t wait to be attacked. Be proactive.   Utilize the latest technology to outsmart fraudsters:Voice Biometrics, InteractionAnalytics, and Machine Learning Expose and stop unknown fraudsters that already penetrated defenses.

Download this Best Practices special section on Real Time Authentication (RTA) and get expert recommendations on the best Proactive Fraud Prevention. 

The IVR in the New Age of Voice

Sponsored By: Concentrix and Verint

The traditional heavy lifter of customer communications has been the technology known as interactive voice response (IVR), which allows computers to interact with customers through the use of voice and touch tones.

In many ways, IVRs have been overwhelmed by the proliferation of new channels that have come online—like chat, SMS, and co-browsing—but many experts feel that IVRs are about to make a major resurgence as the customer’s channel of choice.

Download this month’s installment of CRM Magazine’s Best Practices series and learn what role IVRs will serve in the future of customer support.

Workforce Optimization: The Workhorse of Contact Center Management

Sponsored By: NICE and Verint

Workforce optimization (WFO) solutions and procedures are the backbone of running an efficient call center. WFO applications handle everything from call recording to workforce management, performance management, quality monitoring, surveying, speech analytics, and even coaching and e-learning. The technology brings together and reports on many different functions within the enterprise—from the call center to the back office.

Join us in this installment and download this Best Practices so you can better optimize your workforce with expert advice.

Customer Experience Transformation in 2019

Sponsored By: NICE inContact, Neustar, Confirmit and TTEC

Investment in advanced analytic tools that drive customer experience transformation has taken off. According to Gartner, 50% of agent interactions are influenced by real-time analytics. As analytic tools mature and get better at making highly personalized predictions and recommendations, customer experiences will be truly transformed with far more productive agents and intelligent bots.

Download this Best Practices special section and get expert recommendations for transforming customer experiences using technology to provide qualitatively better CX.

Is Your Contact Center Interrogating Your Customers?

Sponsored By: Neustar

The worst way to start a customer contact is to waste time by forcing a caller to identify themselves with personal information when there is a much easier and efficient way to handle their authentication.

Download this Free White Paper and learn how to:

  • Accurately and safely identify customers without the usual friction.
  • Eliminate both ‘false positives’ and ‘social engineering’ from the authentication process.
  • Dramatically lower contact center costs and improve customer experiences.

So don’t start every customer contact with an unnecessary interrogation. Download this white paper and learn how.

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?