Smart Customer Service White Papers

How Call Center Studio Makes Outsourcing Easier During COVID-19

Call Center Studio

The COVID-19 pandemic has brought a number of challenges for businesses in all industries. In the last year, many businesses have had to reassess their operating procedures in light of restrictions and office closures.

Call Center Studio provides a solution for offering call center support during a pandemic, giving BPO companies a smart option to meet the demands of the time. With cloud-based call center support, companies can outsource their customer support in an intelligent and COVID-safe way and better serve their customers.

In this case study, you’ll learn how Call Center Studio has helped to support the outsourcing industry during the COVID-19 pandemic by quickly delivering tailored solutions to the largest BPO companies, including Webhelp and Teleperformance.

The Future of Support Has Arrived: It’s Conversational

5 Trends Transforming E-Commerce Support

E-commerce is growing faster than ever. That means more customers—but also more customer support questions. In this report, see how teams are adapting with conversational, messenger-based support.

2020 Gartner Magic Quadrant CRM for Customer Engagement Center


The Gartner 2020 Magic Quadrant for the CRM Customer Engagement Center is an important aide for organizations seeking an unbiased, third party evaluation of vendors as organizations move from simple customer engagement to delivering great customer service.

We believe only ServiceNow Customer Service Management solves customer problems by bringing front, middle, and back offices together, proactively addressing issues, and instantly handling common requests.

Read the full, complimentary report for:

  • A full assessment of vendors
  • An overview of the CRM Customer Engagement Center market
  • Details on why ServiceNow is a Leader in 2020 Magic Quadrant

Gartner Magic Quadrant for the CRM Customer Engagement Center, 04 June 2020, Brian Manusama, Nadine LeBlanc. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Customer Engagement: How to expand capacity for whatever comes next


Learn six best practices used by customer service leaders to instantly handle common customer requests when the unexpected happens. See how to:

  • Increase the use of self-service with automated solutions
  • Help customers complete requests and get answers fast
  • Empower agents to resolve customer issues automatically

Customer Operations: 6 best practices for connecting customer service resources


Learn six best practices of customer service and operations leaders for delivering consistent customer experiences even when the unexpected happens. See how to:

  • Break down silos and automate processes across teams
  • Detect and prevent potential issues
  • Identify opportunities for automation and efficiency

Supercharging customer service: Reimagining the operator experience at Grocery Outlet


Read this recap of a recent high-value webinar featuring Grocery Outlet.

This leading retailer needed an advanced service model to keep up with franchise growth—one that tracked service response times against promised SLAs and put information at franchise owners’ fingertips. Quickly scan how ServiceNow® with their partner Acorio solved the customer service challenges by:

  • Redefining customer service to improve the overall independent operator experience
  • Adding workflow tools, root cause analytics, and self-service capabilities
  • Providing relevant information to store operators

Make Journey Mapping Your Secret to Outstanding Customer Service


Introduction to customer journey maps.

Delivering an exceptional customer experience is priority number one for companies hoping to succeed and grow in today’s competitive environment. More than two-thirds of companies say they are currently competing mostly on the basis of customer experience. And to make that customer experience really shine, it’s critical to look at the customer journey from a customer’s point of view.

So, how can you best assess the quality of your customer experience and identify areas for improvement? Start by understanding their journey.

Evolving your customer journeys to the next normal


Investing in great outcomes for customers and employees

The road to exceptional customer service has been rerouted. Today’s customers are undergoing a bumpier journey, and they’re asking for help adapting to the unexpected. That means that service teams have to learn to navigate a new reality while still delivering rich and rewarding customer experiences. Download this eBook to discover how to reinvent your customer journey for a new era of service expectations.

Read about:

  • The roadblocks to success
  • Developing a roadmap
  • Why connected collaboration is critical for resolving complex issues
  • The value of preventing and preempting service issues
  • How ServiceNow Customer Service Management can help you achieve your goals

Aberdeen Report: The Return on Managing Customer Convenience in Modern Service Programs


How effortless customer service enables business benefits

Customer service leaders can no longer rely on efficiency alone for success. In this eye-opening report, Aberdeen concludes that delivering an effortless service experience is the new differentiator—producing up to a 4.1X greater annual increase in retention rates.*

Download this report for expert recommendations in helping achieve higher employee satisfaction, lowering customer effort, and offering better customer service. You’ll find insights that helped companies like yours:

  • Decrease service costs by 13% YOY while increasing up-sell opportunities*
  • Boost customer satisfaction while increasing retention rates
  • Cut nearly $1.4M in service costs annually by minimizing customer effort*

* Source: The Return on Managing Customer Convenience in Modern Service Programs, Omer Minkara, Aberdeen, 2020

Proactively address issues to create superior customer experiences


Proactive customer service reduces contact center volumes and results in a better customer experience. Instead of learning about problems from your customers, you can get ahead of issues. See how five key capabilities can help you intelligently fix problems before customers even know they have them.

Analyst Report: CCW Special Report: Service Continuity & Connectivity


More than ever, customers need confidence that they are the top priority. This special CCW report explores:

  • Common challenges around organizational resilience and continuity of services
  • Immediate steps you should take to achieve a more sustainable and all-encompassing continuity initiative
  • Real world best practices shared by executives

Customer Operations for Dummies, ServiceNow Special Edition


You may be surprised what you didn’t know about delivering outstanding customer experiences: that it’s more than engagement. This guide offers an indispensable checklist for powering behind-the-scenes customer operations with digital workflows to create a customer-obsessed organization.

CCW Market Study – Future of the Contact Center: A Forecast


See how leaders are changing the contact center, both strategically and tactically, following the events of 2020. This report uncovers the specific challenges companies face as they transform remote work, digital engagement, and automation from 2020 “stop gaps” into contact center cornerstones.

Customer Workflows Book of Knowledge


Discover how your peers from 7-Eleven, Vodafone, KiwiBank, Basware, Lowe’s, and more deliver superior customer experiences. These quick-read summaries of their Knowledge 2020 breakout presentations offer insights into innovative approaches for unified customer engagement, field service, and service operations.

Drive customer loyalty with connected digital workflows


Ramp up customer service fast when the unexpected happens

Organizations are reacting to a disruptive number of customer requests with fewer employees available to respond. In the new normal, scaling your operations for unplanned volumes with digital customer service is essential.

ServiceNow Customer Workflows enable organizations to expand capacity via automated self-service, organize resilient operations for unforeseen circumstances, and manage location-based work efficiently and safely.

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management


This Forrester Total Economic Impact™ (TEI) study is based on interviews with ServiceNow CSM customers. Operational improvements include:

  • Improved first contact resolution by up to 20%
  • Reduced cases initiated over phone by 40%
  • Increased revenue retention by $5.2 million from support contract renewals

The Total Economic Impact Of ServiceNow Customer Service Management, a November 2020 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.

Forbes - Power of the platform: Using IoT data to drive customer satisfaction


There’s untapped value in the massive volumes of underutilized IoT data, particularly when integrated with smart workflows. In this case study, a manufacturing organization taps into seamlessly connected workflows to analyze and act on IoT data in real time. See how this approach delivered ROI in customer service, field engineering and other mission-critical departments.

Forbes - Field Service On The Edge


By consolidating key field service management components onto one strategic platform, ServiceNow Connected Operations gives organizations near real-time visibility into assets in the field. Learn how making IoT data actionable can enable your business to quickly respond to issues, proactively notify customers, and rapidly remediate problems.

Knowledge2020 Digital Experience - Field Service Spotlights


See how your peers are delivering superior location-based service. This quick read explores Lowe’s, Kansas City Southern Railways, and NTT Data successes powering greater customer satisfaction via innovative field operations.

Maximize uptime and streamline maintenance with ServiceNow


With IoT data stuck in silos separate from field service, companies are leaving insights and efficiencies on the table, and getting only a fraction of the potential value from IoT investments. Learn how ServiceNow Connected Operations connects your IoT data to your operations with digital workflows—so you can use field resources more effectively and maximize output from critical infrastructure. 

From Collected to Connected: 5 ways to unlock your IoT potential to revolutionize Your Field Service


Tapping into IoT (Internet of Things) data to bridge gaps and connect your operations can transform field service organizations—driving better outcomes across field service, customer service, IT, risk, and more. In this ebook, you’ll learn five ways to unlock more value by fully utilizing the potential of IoT data.

Increase field service safety and reduce costs with augmented reality


Combining augmented reality (AR) with an organization’s field service management solution enables safer and more efficient work. This ebook details six benefits companies can gain by leveraging remote support, including resolving issues faster, increasing productivity, reducing costs, and more.

Forrester Consulting Study: The Total Economic Impact™ Of ServiceNow Field Service Management


ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying ServiceNow® Field Service Management. Read this study to find out the value this solution can bring to your organization.

Verdantix - Smart Innovators: Field Service Management Software


Get an insightful overview of the current field service management software market in this report by Verdantix. It offers an unbiased assessment of 30 vendors in this space, and the four important factors to consider before purchasing field service management software.

7 winning lead generation strategies that drive growth

Data Axle

To remain competitive and drive growth in today's fast-paced global economy, companies need to quickly identify, engage, and convert high-quality leads that are in-market for their products and services.

In this whitepaper, you’ll learn best practices from leading B2B companies an how to:

  • Improve lead quality
  • Identify the stakeholders who are in-market for your products/services
  • Target and reach your highest-value prospects
  • Create content and messaging that compels decision-makers to act

Cloud is here. What’s next? STATE OF THE CONTACT CENTER 2021


The COVID-19 crisis accelerated the digital transformation timeline across the business world. Contact centers grew more critical to business success as organizations relied on them to nurture customer relationships through fluctuating service levels and an evolving world of work.

This forced contact centers in every segment to become more agile in their operations and more flexible with their technical infrastructure, pushing the contact center world across a major inflection point.

The modern multi-channel contact center has entered a Cloud-Smart Era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals.

The Calabrio State of the Contact Center 2021 report dives deep into this inflection point in the cloud transformation of the contact center, providing surprising and actionable insights on:

  • Accelerated Cloud Migration: How the pandemic has accelerated cloud adoption
  • Making AI & ML Practical: How cloud-powered contact centers are making artificial intelligence, machine learning and predictive analytics more practical and achievable
  • Strategic Advantage in the Cloud: How the cloud is helping contact centers enhance both customer experience and agent engagement to drive strategic advantage
  • Barriers to Success: Key limitations keeping contact centers from entering the Cloud-Smart Era

5 Ways Microsoft Power Platform and Xpertdoc Team Up to Create Business Benefits


Microsoft Power Platform enables organizations to create business applications and automate processes using a low-code approach. It naturally integrates with hundreds of data sources and applications, like Xpertdoc, which is also a user-friendly platform focused on automating document-centric processes. Here are five ways these software products team up to help companies achieve business benefits.

AI-Enhanced Soft Skills: The Key to Superior Customer Engagement


Call center leaders understand that strong soft skills allow the best call center agents to outperform their peers and deliver superior customer engagement. 

Download AI-Enhanced Soft Skills: The Key to Superior Customer Engagement to:

  • Discover how enhanced enhanced agent soft skills results in better problem resolution, more streamlined operational expenses and increased customer satisfaction scores
  • Get the inside track on the latest coaching and training trends for soft skills development in the call center
  • Understand how AI technology is combining state-of-the-art machine learning with behavioral science to augment the soft skills of call center employees at leading companies

You’ll also learn more about the key capabilities of real-time emotional intelligence technology—and how it is enabling leading call centers to scale improved soft skills across their organizations, driving higher levels of customer engagement.

5 key elements for building a successful data-driven product

Data Axle

Strong businesses require strong data to support a variety of functions: search and navigation, location intelligence, risk assessment, and more. Data has the power to improve efficiency, insights, targeting, reporting, and customer experiences, while also helping companies identify new opportunities and develop new products. But companies need to remember that all of these outcomes are only as good as the data that powers them.

Read Data Axle’s whitepaper to learn:
·       The 5 key considerations for licensing data
·       How to vet available data sources
·       What questions you need to ask to ensure compliance
·       Real-world case studies from leading companies

4 Reasons Why Companies Using Salesforce Should Optimize their Document Processes with Xpertdoc


To create business-critical documents like proposals, quotes and contracts, companies commonly rely on manual methods requiring them to pull data from Salesforce, and copy and paste it into new documents. This ebook covers the four reasons why organizations should replace these time-consuming and error-prone document processes with simplified, optimized and automated versions from Xpertdoc for Salesforce.

Boosting Your CRM with AI-powered Omnichannel Contact Center Interactions Analytics


CRM is among the largest and fastest growing areas of enterprise software. But many CRM projects fail due to poor data quality. This whitepaper discusses the many ways that CRM systems are leaving opportunities on the table – by not being sustainable due to poor data quality, and by not integrating fully with contact center interactions data and AI analytics that can drive superior CX and powerful organizational outcomes.

Download this paper to learn more about how the synergy between CRM systems and omnichannel contact center interaction analytics allows organizations to:

  • Navigate the complexities of data from disparate channels.
  • Automate “voice of customer” acquisition with no loss of information.
  • Obtain a 360-degree view of customers.
  • Drive outcomes.

CRM programs must be strategically matured by integrating AI-powered omnichannel interaction analytics to maximize value, drive customer-centricity and meet evolving customer expectations. Read on to learn how you can leverage the power of AI interaction analytics to extend the value of your CRM system and reach business outcomes you’ve never imagined were possible.

Here's the problem: most customers rarely or never answer calls from unknown numbers

First Orion

A well-labeled call to your customers isn't just a courtesy - it could give you an edge over your competitors. We're answering all of your questions about call enhancement in our latest ebook, Branding the Phone Call. Inside you'll find:

  • Why customers aren't answering your calls
  • How to brand outgoing calls with your business name & logo
  • The untapped potential of branded calls as a marketing tool
  • How businesses are seeing returns of all kinds with our solution

Think of this as an official introduction to branded calling - whatever industry you're in, if you make calls, branding them is the next step.

Effective Sales Operations: Are We There Yet?

Freshworks Inc.

Forrester Research surveyed 300+ sales leaders from across the globe to evaluate businesses’ current state of CRM adoption, challenges faced, and future plans.

The results are (not) shocking:

  • Shorter CRM Lifespan: A majority of users who've used their CRM for 2+ years are looking to replace it within the next 2 years
  • Poor Sales Outcomes: Most businesses believe that their CRM doesn't impact sales productivity or their revenue from new customers
  • Ill-equipped CRM strategies: A large number of organizations believe they're crafting poor CRM strategies

Download this report to find out what sales leaders need to do to get their CRM strategy right, especially as we navigate these challenging times.