Smart Customer Service White Papers

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:

  • 7 CONTACT CENTER ANALYTICS MISTAKES TO AVOID by Calabrio
  • MAJESTIC ALGORITHMS OR A MYSTICAL SQUIRREL –  THE CHOICE IS YOURS  by ConfirmitL
  • LEVERAGING THE POWER OF ANALYTICS TO DRIVE CUSTOMER SATISFACTION by Radial

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. 

Smooth Customer Journeys Deliver Smooth Customer Experiences

Sponsored By: Zendesk, Genesys and Confirmit

Smooth customer journeys don’t happen by accident. They require careful and thoughtful consideration driven by data and constantly refined to decrease the amount of effort required by your customers to make their purchases or resolve their issues.

DOWNLOAD this month’s Best Practices installment and learn the key insights into delivering smooth customer experiences.

  • Moving Beyond Random Interactions to Thoughtfully Designed Journeys by Genesys
  • Customer Effort: Work It, So your Agents And Customers Don’t Have To by Zendesk
  • Driving Competitive Advantage: Four Phases of Customer Journey Mapping by Confirmit

Don’t make it difficult for your customers, remove the obstacles in your customer journeys.

What's Hot in Sales Enablement

Sponsored By: eSignLive, Bigtincan and ClearSlide

Digital transformation is touching all areas of the corporation—including one of the toughest areas to automate, the sales team.

DOWNLOAD this sales enablement Best Practices Guide, and find out how to energize your sales team.

In this supplement to CRM magazine, you will receive:

  • E-Signatures – What Starts Digital, Stays Digital by eSignLive
  • Top 5 Reasons Marketers Need Sales Enablement by Bigtincan
  • Seamless Selling: Bridging the Gap Between Sales, Sales Enablement, And Marketing by ClearSlide

Sales enablement tools create more efficiency, more productive reps, faster cycles, and, of course, higher revenue.

Conga + Salesforce = An End-to-End Sales Cycle Solution

Sponsored By: Conga

Selling is difficult enough without the wasted time creating proposals from inaccurate information, using multiple applications, and doing remedial tasks.

Recapture that lost productivity with Conga’s comprehensive suite of intelligent automation (machine learning + automation) software designed specifically for Salesforce.

DOWNLOAD this White Paper and learn how to:

  • Create an end-to-end solution within the Salesforce ecosystem
  • Shorten sales cycles by up to 50%
  • Enable better pipeline management
  • Improve data governance
  • effortlessly generate documents

All without having to reconfigure your existing sales processes or learn new systems.

DOWNLOAD NOW and learn how intelligent automation can power your sales success.

Knowledge Management: Crucial for Customer Service Success

Sponsored By: Verint and eGain

DOWNLOAD this special report  on Knowledge Management  as a crucial enabling technology for customer service and learn from two leading experts how to fast-track KM initiatives and get a preview of the next transformational period in KM’s development—the deployment of artificial intelligence. 

  • Ten Reasons To Fast-Track Your Knowledge Management Program Sponsored by Verint
  • The Transformational Value of Knowledge Management and AI for Contact Centers Sponsored by eGain

Intelligent Contact Centers in 2018: An Industry Update

Sponsored By: Calabrio, Neustar and Verint

2018 brings a renewed emphasis on deriving increased business value from intelligent contact centers.

Powerful analytics tools, automation technology, and empowered customer service agents are driving change in contact centers focused on improving customer experiences this year.

Download this special report from CRM magazine and find out how contact centers at the forefront of CX are driving innovation in 2018.

  • Transforming the Contact Center into a Customer Intelligence Hub sponsored by Calabrio
  • How Intelligent Customer Data Drives Revenue and Reduces Risk sponsored by Neustar
  • Mastering the IntelligentContact Center sponsored by Verint

Best practices for innovative business leaders.