Smart Customer Service White Papers

Megatrends in Customer Technology: Expert Predictions for 2022 and Beyond

Sponsored By: NICE, Verint, eGain and Gryphon

In the 25 years since the launch of CRM magazine in 1997, an entire ecosystem of customer technologies has completely transformed the way organizations deliver customer support and market and sell their products and services.

Advances in broadband, Wi-Fi, smartphones, social networks, and ecommerce and rapidly changing customer expectations have radically altered the way we live and do business.

In this month’s Best Practices topic, we asked our contributors to peer into the future and share their predictions for which trends will yield the most significant opportunities or challenges in the near and long term.

This glimpse into the future is always fun and fascinating. Download this Best Practices installment and read expert predictions and learn how to make sense of it all.

How to Deliver Exceptional Customer Experiences

Sponsored By: Concentrix

Delivering exceptional customer experiences (CX) is the goal of C-suite decision makers and CX professionals everywhere. But how should companies approach this lofty goal and reap the benefits of more loyal customers, higher profit margins, and increased shareholder value?

Download this month’s Best Practices Series and build a business case for your CX programs so you can deliver exceptional experiences that ensure your competitive edge.

Analytics, AI and Empathy: Rallying Against the Great Resignation

Sponsored By: Verint

The combination of speech analytics and artificial intelligence (AI) is a powerful tool for understanding what customers are communicating and how to address their intent, even in real time. That’s a game changer. Natural language processing and understanding technologies can
be extended one step further to include quality management and agent coaching, even while the customer is still on the phone.

Self-reported surveys certainly provide useful information, but speech analytics and AI can provide a much more accurate picture of what customers are communicating because the technologies are working with all the information, not just a sample of the whole.

This Best Practices installment is your chance to learn what can be accomplished when speech analytics and AI are the drivers of customer experience.

Transformational CX: Designing Experiences That Wow Customers

Sponsored By: NICE, Esker, Concentrix, First Orion, ServiceNow, eGain and Talkdesk

It seems that every survey of business leaders cites customer experience (CX) as a crucial stated goal for their organization. But how does a  company deliver CX that differentiates them from their competitors? What priorities should they focus on first? How do they truly transform their CX
efforts in a way that customers notice and that leads to the business outcomes executives expect?

The first step is to re-imagine the CX process with the customer as the central constituent. This takes executive buy-in and a long-range vision that affects every aspect of the core business strategies and processes. Many newer business models have leap-frogged into the future because
they were unencumbered by legacy systems and ways of doing business. They proved new strategies and models could produce extreme success.

Download this extremely popular Best Practices installment and educate yourself with advice that will help you transform your organization’s CX efforts in a way that wows customers and delivers tangible results.

Virtual Contact Centers: Lessons Learned in Uncertain Times

Sponsored By: RingCentral

There are plenty of practical benefits gained by implementing a virtual contact center in your organization, ones that have nothing to do with  preparing for a worst-case scenario—which we’ve all collectively experienced in the past year. But one benefit that very early on made itself a
necessity is the ability to conduct business seamlessly even in the face of calamity.

Fortunately, virtual contact centers offer all the customer-facing components businesses need to serve customers, including voice, email, chat, messaging, and self-service tools, to answer questions quickly and deliver on key performance indicators. They also can support a far-flung
workforce with workforce optimization, coaching, and other employee-focused engagement tools to help develop agent skills and improve retention. Plus, they enable business continuity by virtue of their very architecture.

Download this Best Practices special section and learn how your organization can benefit by moving your contact center into the cloud.

Using Customer Insights to Drive Digital Transformation

Sponsored By: Verint

Digital transformation has acceleration tremendously due to the global pandemic, which has drastically shifted consumer behavior.

But not all digital transformation efforts succeed, but you can make sure your’s does.

DOWNLOAD this white paper from Verint and learn how you can keep your digital transformation initiative on track and producing the results that make a difference to your customers and your bottom line.

Learn 3 ways to keep your digital transformation initiative from failing.

Workforce Optimization for More Productive Agents and More Satisfied Customers

Sponsored By: NICE and Calabrio

The experience of the past year has highlighted workforce optimization (WFO) as a critical component of managing contact center agents comprehensively, regardless of location.

WFO solutions encompass many different technologies and applications and enable excellent customer service by supporting agents as front line brand ambassadors. Call recording, quality monitoring, workforce management, coaching and e-learning, performance management, and even speech analytics fall under the WFO umbrella. From the call center to the back office, WFO is a crucial component to any customer-focused enterprise.

Download this month’s Best Practices installment and learn how WFO solutions enable contact centers to run efficiently and increase customer satisfaction.

Customer Journey Analytics to Improve CX at Scale

Sponsored By: Confirmit, a Forsta Company

Understanding those customer journeys is an extremely important part of any Customer Experience (CX) strategy.

Download this Customer Journey mapping guide and learn the benefits of Journey maps as a diagnostic tool to provide an objective view of the experience being currently delivered to customers.

Learn Forsta’s four phase approach to creating a comprehensive customer journey mapping program.

Supercharging Your Contact Center with Artificial Intelligence

Sponsored By: NICE CXone, Replicant, Five9, NICE, Verint and Kustomer

This month’s Best Practices instalment from CRM Magazine on AI in the contact center is clearly a case of technology that seems to have anticipated its own need and arrived on the scene in the nick of time. AI-powered technologies assisted customers, agents and call centers when businesses need them the most during the pandemic as they scrambled to meet demand.

DOWNLOAD and find out why AI as a ‘must have’ contact center technology and the emergence of a digital workforce of AI powered IVAs to serve customers and employees alike.

Not sure how to proceed? We have a clear and concise 8 step method for deploying a chatbot or virtual agent that everyone should review before they start their journey and frequently throughout rollout.

In this download, you will receive:

  • Best Practices for Implementing A Chatbot Or Virtual Agent by NICE CXone
  • How Voice AI Can Take Your Contact Center To The Next Level by Replicant
  • AI And the Future Of Work In The Contact Center by Five9
  • Leading Businesses Are Using AI to Drive Extraordinary Contact Center Experiences by NICE
  • From Novelty To Necessity: Ai In The Post-Pandemic Contact Center by Verint
  • How to Use AI for Intelligent Customer Service by Kustomer

With $2 billion spent on conversational AI in the past year, and that number expected to double in the next year, I’d recommend downloading this Best Practices pdf and keeping it handy.

Contact Center Innovations: Successful Case Study Snapshots

Sponsored By: Replicant and Concentrix

The proof is in the pudding, as the old saying goes.

DOWNLOAD this month’s installment of CRM magazine’s Best Practices series, and learn how Voice AI and Voice-of-the-Customer solutions have helped real-world organizations and what ROI and CX benefits they have accrued because of these implementations.

You will receive these case studies:

  • How Enterprises Are Leveraging Voice Ai to Cut Call Center Costs By 50% - Replicant
  • CX Program Success: Understanding the Real Role of VoC Software – Concentrix

Case studies, success stories, and real-world results are invaluable for any organization to have the information they need to make the best buying decision possible.