Smart Customer Service White Papers

2018 Megatrends: CRM Predictions From Top Industry Experts

Predictions From: Electronic Voice Services, Verint, Conga, Aviso and bpm'online

In 2018 CRM industry experts predict that automation, with a healthy dose of artificial intelligence, will be the dominant trend this year.

DOWNLOAD this special section from CRM magazine and find out what our experts predict will be important in 2018.

  • Phone & Voicemail Automation with a Single Click from Electronic Voice Services
  • Unraveling Automation How the Latest Technology Can Benefit Your Business from Verint®
  • The Present and Future Of Sales With Intelligent Automation from Conga
  • Disrupting Forecast Management and Pipeline Reviews: 6 Data-Driven Best Practices from Aviso
  • 4 CRM Trends To Accelerate Transformation and Foster Innovation In 2018 from bpm’online

Find out how advanced technologies, including artificial intelligence and machine learning, promises to add a whole new dimension to sales, marketing, and customer service, and not just in 2018 but for many years to come.

Rethinking Workforce Optimization

Sponsored By: Verint

Delivering a better customer experience is a top priority, and organizations, especially their contact centers, are constantly searching for ways to improve it.

DOWNLOAD this White Paper and find out how the latest advances in workforce optimization (WFO) can dramatically impact agent performance and help improve the customer experience.

Inside you will find how to:

  • Drive better Customer Experiences using new technology
  • Quickly evaluate interactions with automated quality
  • Increase engagement with integrated employee scorecards
  • Guide and assist employees with attended automation

Your agents are have the biggest impact on your customer experience. Why not give them the tools and training to help make their work faster, easier and more engaging?

Business Intelligence & Analytic Solutions for Deeper Insights

Sponsored By: Sada Systems and Looker

There is a revolution under way in the world of analytics and business intelligence as access to data is “democratized” as analytics becomes easier for users to deploy.

Download this month’s Best Practices primer on BI and Analytics and find out how your company can increase its’ collective corporate IQ by making analytics available to everyone, not just the chosen few.

  • Business Intelligence: Better Use Of Data To Make Smart Business Decisions from SADA Systems
  • BI as a Destination Is Dying from Looker

Build a “data culture,” at your company which will fundamentally transform the way your organization makes decisions. Your competitive edge depends upon it.

The Evolution of Contact Centers to Customer Engagement Centers

Sponsored By: Genesys and NICE inContact

If there is one thing most organizations agree on in November 2017, it is that contact centers must up their game and take the next step to become customer engagement centers.

The conversation has shifted from gaining competitive advantage to not slipping into competitive disadvantage.

Just as most companies have embraced the advantages of an omnichannel approach to customer service (over simply a multichannel one), they are seeing their contact centers (which evolved from call centers) advance to the next stage in the maturity life cycle—the customer engagement center.

  • Your Customer Engagement Center Should Have Launched YesterdaySponsored Genesys

  • The Customer Engagement Center Is the New Loyalty BattlefieldSponsored by NICE inContact

Must-Have Sales & Marketing Tools That Deliver Immediate ROI

Sponsored By: Conga and Looker

This Best Practices installment focuses on both sales and a marketing solutions that offer immediate ROI based on increased automation and efficiencies and better decision making.

DOWNLOAD this special supplement and find out how these tools can help you speed revenue and improve your company’s sales and marketing productivity and accuracy.

You will receive:

  • Leveraging Automation Technology to Achieve Higher ROI - Sponsored by Conga

  • Get Deeper Insights into Your Campaigns with marketing Analytics - Sponsored by Looker

Both of these solutions offer quick payback and directly impact the bottom line.

Roundtable Date: December 13, 2017, at 2:00 p.m.

Customers Prefer Self-Service

Sponsored By: Radial and Zendesk

It’s a fact that customers will go with self-service as their first order of preference when they have basic questions. That preference alone should propel organizations to provide the best self-service options they can to satisfy their customers. Self-service also costs far less than agent-assisted self-service.

Learn how your organization can provide better service and cut costs.

Download these top tips for providing excellent self-service:

  • Top Customer Care Trends to Win In the Age Of The Consumer Sponsored by Radial
     
  • 6 Tips for Building A Thriving Help Center Sponsored by Zendesk

Serving customers better and reducing costs is a win-win for everyone!

Voice of the Customer Strategies for Better Customer Insights

Sponsored By: Verint and Genesys

Many companies still only pay lip service when it comes to listening to their customers and taking action on what they’re actually communicating.

But voice of the customer (VoC) programs have moved steadily toward the mainstream, as the evidence has mounted that VoC initiatives are critical for producing consistent, sustainable improvements in customer experience.

Download this instalment and learn:

  • Driving Measurable Results from A Voice Of The Customer Program - Verint®
  • Smart Customer Surveys Drive Smart Business Decisions - Genesys

Learn Best Practices for setting VoC goals, capturing and analyzing data, and delivering actionable results that improve business value.

E-Commerce and CRM Integrations

Sponsored By: Kustomer and Cobalt

DOWNLOAD this month’s Best Practices and read two strong recommendations for integrating your Ecommerce and CRM platforms.

In this special report, you will receive:

  • Transform Your Ecommerce Service from Transactional To Customer Centric from Kustomer
  • E-Commerce & CRM — Integrate or Unify? from Cobalt

Learn why switching from a ticket ID system to a customer identity model can increase the lifetime value of your customers, and whether you should integrate or unify your E-Commerce and CRM systems.

2017 Contact Center Innovations

Sponsored By: eGain and Genesys

All of the new channels and technologies—like artificial intelligence for self-service and agents, co-browsing, SMS messaging, real-time chat, screen share, and visual customer enablement—are upping customer expectations across all markets.

Of course, these are just some of the channels that need to be integrated into a central database repository to provide customers with a consistent experience regardless of the way they choose to interact.

DOWNLOAD this special report from CRM Magazine and find: 

  • 5 Innovative Use-Cases For Customer Service Transformation from eGain

  • Visual Reality: Cloud Contact Center Innovation with Omnichannel Screen Share And Co-Browse from Genesys

Proactive Customer Service Respects Customers

Sponsored By: Nuance and Glympse

Proactive customer service respects customers, and is a well-suited convenience that fits customers’ busy lifestyles and reliance on technology to help them remember critical events.

Download this month’s installment and find out how your company can provide proactive customer service which will lower your costs, and drive higher customer satisfaction.

You will receive:

  • Dialers Don’t Do Digital. How to use multi-channel proactive engagement to reach consumers, while lowering costs - Sponsored by Nuance
  • “Wait! We’re On the Way!” Prevent inbound calls and customer no shows with proactive ETA insight - Sponsored by Glympse

Better customer satisfaction and lower costs. Why not start now?

The Road to a Smooth Sales Process is Paved with Powerful Apps

Sponsored By: Conga

Complete sales automation can be a reality when you have the right apps.

Imagine your data is always accurate and up-to-date. You accelerate quotes, proposals and other sales-related documents through automation, eliminating tedious copy paste.

  1. Start with great data
  2. Accelerate quotes
  3. Accelerate negotiation

Download this pdf and learn the keys to true end-to-end Sales Automation.

Customer Experience Management For Building Customer Loyalty

Sponsored By: Medallia

Download the following Best Practices based on real life insights from telecommunication, aviation, retail and e-commerce industries who leveraged a VoC program to reduce call center costs, increase conversion, boost revenue and reduce churn.

We will show how these real companies:

  • Reduced Call Deflection
  • Increased Online Conversion and Revenue
  • Reduced Customer Churn
Medallia Digital helps companies capture customer feedback across emerging web and mobile channels, engage customers with compelling digital experiences and keep pace with customers’ constantly changing behaviors.

Empowering sales teams to accelerate contracts

Sponsored By: Conga

Every day, all over the world, businesses of every type are using contracts to lock in business. But the sales process that often gets bogged down in the “last mile” of the agreement, and that is where mistakes can be made and deals can be lost or delayed.

DOWNLOAD this FREE White Paper and find out you can empower your sales team with a simple solution to pain points in the sales cycle caused by the contract process.

Learn: THE KEY TO ACCELERATING CONTRACTS

And accelerate your contract process and close more business today.