Smart Customer Service White Papers

Modernizing Your Contact Center Ebook


Contact Centers are constantly evolving. Download the asset to meet more customers in their channel of choice, along with how to plan, staff, measure, & improve.

If you manage a contact center, you’ve probably asked yourself: “How can my brand be where my customers are without breaking my business or my budget?” You are not alone. In fact, most of today’s enterprise brands face this challenge. In our ebook, Modernizing Your Contact Center, we’ll show you how to embrace the challenge and meet more customers in their channel of choice, along with how to plan, staff, measure, and improve in a constantly changing market.

Enterprise customer care has shifted more in recent years than in 20 years prior. The revolution brands experience today is due to three main factors:

  • Digital is taking over contact centers and channels are increasing
  • AI can help, but also complicate contact centers
  • Traditional workforce planning was not built for an asynchronous world

Download the ebook now to learn actionable strategies to improve your enterprise customer care.

The Five9 Guide to Making Customer Service a More Human Experience


Today’s customers have high expectations when they interact with your business. They expect an exceptional customer service experience every time, and your ability to meet their expectations can be the difference between winning a loyal customer or losing them for life.

At Five9, we believe that the key to delivering great customer service is making it more human. In this eBook, we explore what customers really want from your business, how the right cloud contact center technology enables you to provide more human experiences across every aspect of their journey, and how these experiences can help you build their loyalty.

Download the eBook to learn:

  • The two foundational components that are critical for providing a more human customer service experience
  • The seven types of experiences customers value most when they interact with your business—and the contact center technology you need to meet their expectations
  • Three examples of businesses that are providing more human experiences in the cloud

Adapt your service for speed, scale, and resilience


Watch our latest keynote to learn how the right technology can help build your service for change. You’ll discover how to:

  • Do more with less
  • Accelerate team productivity
  • Quickly adapt to customer needs and drive growth
  • Support your team and customers no matter where they are

Check out the recorded session now to learn how to deliver quality service from anywhere.

The Five9 Guide to Making Customer Service a More Human Experience


Discover what today’s customers really expect from your business and why providing a more human experience is so essential to customer loyalty. You’ll learn how the right cloud contact center technology can help you deliver more human experiences across every aspect of the customer service journey.

The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture


Most companies have deployed one or more technologies to capture customer feedback: NPS Surveys, CSAT Surveys, Point of Sale Surveys, Product Reviews and more have been around for decades.

However, companies that rely on solicited feedback like this as their only source of customer experience data are going to be left behind. Your customers already give you rich, actionable feedback thousands of times a day, and you don’t even have to ask for it.

Download this paper and learn how Customer Experience Analytics is helping businesses understand the voice of the customer and improve customer experience.

3 Award-Winning Customer Interaction Analytics Success Stories


Learn how three top brands innovate their customer experiences by understanding the “why” – not just the “what” – of complex contact center insights.

In this Ebook, you’ll learn how three companies are using contact center Analytics to see below the surface of their customer interactions and gain traction for a customer-focused transformation without losing sight of operational costs.

The Customer Experience of the Future: Four Big Ideas that will Change Everything


More than ever, customers will remain loyal to brands that provide a seamless, omnichannel experience that is both memorable and effective, across all interactions. While technology innovations are a catalyst for exciting changes in the world of customer experience management, there are other big ideas and solutions that will have an equally transformative impact.

This eBook examines:

  • The new mandate for human-centric, connected experiences across channels
  • How technology and a human touch go hand-in-hand
  • The ways that evolving expectations are changing how companies measure performance
  • Why work-at-home and other flexible constructs are critical for long-term success

Blueprints, Building Blocks and Best Practices to Move Beyond Workforce Optimization


Workforce engagement is comprised of two key elements: a good employee engagement method and quality customer interactions. Workforce engagement software solutions can help organizations of all sizes better track customer interactions while providing modern tools for help maintain and manage employees.

See how workforce engagement can help your organization:

  • Retire the spreadsheet routine by automating scheduling and forecasting your workforce
  • Tailor employee evaluations, score cards and training to better reach first call resolution
  • Allow customers to meet you where they’re at with an omnichannel customer experience (CX)

Why Low-Code CRM is the Right Investment For CIOs and Digital Leaders in 2020?


2020 has been a wild and tumultuous year for mankind. The COVID-19 pandemic and the following economic recession made a major impact on daily life, and no corner of the world was left untouched. The markets were no exception to this drastic, large-scale change. Businesses from nearly all industries found themselves in conditions that required quick thinking, adaptation, and resilience as supply chains became severed, employees went remote, and customers were forced to change how they interact with businesses.

None of these conditions sound particularly pleasant for anyone involved. However, though many would abstain from labeling 2020 with many positive terms, for CIOs, 2020 could be described as “transformative.”

In fact, for those who decided to make an investment into low-code CRM this year, they may find 2020-2021 to be the most strategically meaningful years. The difficult decisions CIOs are making right now regarding the technology they are implementing is going to stem far beyond the response and recovery from COVID-19, and is paving the way towards a bright, long-term future for their companies.

Download this eBook to discover why low-code CRM is the right investment for CIOS in 2021, and how low-code CRM can bring about much-needed transformation during these turbulent times.

Leading Healthcare Provider Saves $11 Million a Year and Immediately Improves CSAT with Predictive Behavioral Routing


Healthcare companies receive millions of members’ calls each year. Investing in personalization has paid off for this top healthcare provider; they’ve outperformed the S&P500 Healthcare Index by over 50%, and recognize Predictive Behavioral Routing as a key technology in their strategy for “healthy customers, healthy business.”

Find out how a leading healthcare provider is personalizing each of these millions of interactions with Predictive Behavioral Routing to realize operational efficiency and immediate improvement to CSAT across their enterprise.

Stepping up to Secure the Cloud


Security concerns used to prevent contact centers from moving to the cloud. Now, it’s a reason to switch. Find out why.

If you're considering moving to a cloud-based or hybrid cloud solution for your contact center, download Stepping Up to the Secure Cloud to learn:

  • Why contact center cloud adoption is accelerating
  • How cloud-based data security mechanisms actually improve security over on-premises solutions
  • What six best practices to look for in a contact center technology provider to maximize contact center cloud security

You'll also discover why moving to a cloud-based contact center is a cost-effective way to guarantee system availability—and ensure a seamless customer experience. 

State of Service: Insights and trends from over 3,500 service leaders and agents worldwide


The Fourth Industrial Revolution is accelerating a service transformation, and customer service is at the forefront of change. Salesforce Research surveyed over 3,500 customer service agents and decision makers worldwide to determine:

- Service organizations’ biggest challenges and priorities
- The changing role of customer service agents
- The impact of artificial intelligence (AI) on the future of customer service
- How the mobile workforce fits into modern customer service

Download our “State of Service” research report to learn more about the trends driving service forward and what you can do to get ready.

Connect Sales and Service Around the Customer


For businesses to succeed today, leadership must be laser-focused on transforming the customer’s experience for the better.

Our ebook will help you evaluate the tradeoffs and advantages of different approaches to investing in software by understanding:

  • Why the customer journey matters
  • The considerations for connected sales and service systems
  • How to make the move to one system

Download our “Connect Sales & Service Around the Customer” ebook to learn more about how companies like yours can engage with their customers in a whole new way along the customer journey.

Applying Emotional Intelligence In the Call Center


Call center leaders understand that in order to build effective customer relationships, front-line agents need support in exhibiting emotional intelligence (EQ) consistently in every interaction.

Download Applying Emotional Intelligence In the Call Center to:

  • Discover how enhanced EQ for customers results in better problem resolution, more streamlined operational expenses and increased customer satisfaction scores
  • Learn why higher EQ for agents ensures better engagement, more consistent voice within the organization and decreased churn rates
  • Understand how modern technology is combining state-of-the-art machine learning with behavioral science to augment the emotional intelligence of call center employees

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 emotional intelligence across their organizations, driving higher levels of customer engagement.

The ROI of Real-Time Agent Guidance: How AI Helps Align Agent Performance with Customer Expectations


Aberdeen’s research has shown that savvy businesses are proactively preparing for future contact center activities by utilizing AI capabilities. But more specifically, AI behavioral analytics – sometimes referred to as conversational analytics – helps these businesses to automatically find and surface contextual insights in real-time to empower agents to self-improve on their own soft skills and coaching sessions. By using AI to monitor each interaction individually, agents can evolve their effectiveness in addressing customer needs while firms can ensure that they continuously align agent skills with evolving buyer needs.

Download this whitepaper to learn more about the latest research results from Aberdeen’s June 2020 survey, and get a better understanding of why the way of the future is to embrace AI capabilities across the organization.

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.

Customer Workflows: 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.

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

Service Operations: How to organize resilient operations for unforeseen circumstances


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

Manage Field Service Efficiently and Safely During Challenging Times


Providing excellent field service is critical to improving customer satisfaction. However, many field service organizations still schedule and manage work manually. This leads to repeat visits and frustrated customers and employees. But by embracing automation and digitization, there’s a way to keep up with rising customer expectations. Learn how to modernize field service with six best practices to make your location-based work safe and efficient. Read about:

  • Challenges facing field service today
  • Steps you can take to transform your organization
  • How ServiceNow Field Service Management can help you achieve your goals

Five9 Adapter for Salesforce


By uniting the Five9 Intelligent Cloud Contact Center with Salesforce Sales Cloud and Service Cloud solutions, Five9 provides a single-pane customer service and sales platform that enables agents to focus on the customer experience. Organizations using the combined solution fully capture customer interactions – increasing agent productivity and improving customer service.

Download this data sheet to learn:

  • How the Five9 Adapter for Salesforce creates a seamless agent and supervisor experience
  • Five9 and Salesforce features you can use to intelligently route interactions, enable agents with key customer insights, and improve customer service
  • How to leverage the Five9 integration with Salesforce to become a more agile business

Cloud CRM Integrations


A divide between your customer relationship management (CRM) system and your contact center can create chaos for your customer experience (and your agents). Customers expect a personalized and seamless interaction with you. By providing a single, intelligent hub for support, you can better meet the needs of your customers and your agents.

Download this white paper to learn:

  • How to deliver a tailored, omnichannel customer experience
  • Ways to empower your agents and supervisors through effortless access to customer insight and intelligence
  • How to connect your preferred CRM to your cloud contact center, whether that be Salesforce, Microsoft, ServiceNow, Zendesk, Oracle, or a custom integration

Five9 Adapter for ServiceNow


The Five9 Plus Adapter for ServiceNow combines contact center controls with the ServiceNow solution to provide a single environment for agents to help customers. This single-pane, customer service environment allows organizations to fully capture customer interactions – increasing agent productivity and improving customer service.

Download this data sheet to learn:

  • How the integration transforms customer experiences into customer trust and loyalty
  • How to use the integration to route customer interactions to the right resource – anywhere in the world
  • The Five9 Adapter for ServiceNow features and how they can improve your contact center’s operations

Five9 Adapter for Zendesk


By uniting the Five9 Intelligent Cloud Contact Center with Zendesk, Five9 provides a single-pane customer service platform that enables your agents to focus on the customer experience. Enterprises of all sizes and industries use the combined solution to fully capture customer interactions – increasing agent productivity and improving customer service.

Download this data sheet to learn:

  • How the Five9 Adapter for Zendesk creates a seamless agent and supervisor experience
  • The Five9 Adapter for Zendesk features and how they can improve your contact center’s operations
  • Five9 and Zendesk features you can use to route interactions, enable agents with key customer insights, and improve customer service.

Five9 Adapter for Microsoft Dynamics 365


The Five9 Adapter for Microsoft Dynamics 365 integration is a powerful, single-pane, customer service and sales platform that enables your agents to focus on the customer experience. Organizations using the combined solution fully capture customer interactions – increasing agent productivity and improving customer service.

Download this data sheet to learn:

  • The Five9 Adapter for Microsoft Dynamics 365 features and how they can improve your contact center’s operations
  • How the integration transforms customer experiences into customer trust and loyalty
  • How to use the integration to route customer interactions to the right resource – anywhere in the world

The role of chat bots in field service organizations


This webinar recap discusses the burdens placed on field service workers, and how chatbots can improve their daily interactions to drive morale, increase efficiency, and impact service delivery. The webinar focuses on the various levels of complexity of bots and gives a 3-step guide how to:

  • Identify the most logical processes to automate
  • Rank processes
  • Formulate a bot flow

Create high value customer experiences in the field like HP Indigo


Read how HP Indigo has improved customer experience with a unified technology platform for field service and customer service that empowers customer technicians to be mobile case agents. The platform has also improved product uptime and customer satisfaction while decreasing problem resolution times.


  • The benefits achieved by allocating primary field engineers to customers
  • How HP Indigo approached knowledge management for complex systems
  • Why a single platform assists delivery of an effortless customer service experience

Forrester Study: Business Value of ServiceNow Customer Service Management


A Study to Measure Cost Savings and Business Benefits.

This Forrester Total Economic Impact™ (TEI) study is based on four interviews with ServiceNow Customer Service Management customers. It provides a framework to help readers evaluate the potential benefits and costs of investing in the solution.

CORINIUM: The Customer Experience Perspective


In a Corinium Global Intelligence study commissioned by ServiceNow, 55% of the surveyed executives said they would be seen as a strategic business leader if they could achieve the right mix of customer experience (CX) improvements, financial outcomes, and future-proofing of customer service.

This white paper shares survey results and recommendations on:

  • Mapping the customer journey
  • Delivering customer self-service options
  • Closing the loop to eliminate service gaps
  • Mitigating customer service issues proactively
  • Using analytics and AI to improve CX

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

Driving Radical Customer Service Innovation: Move beyond operational demands to deliver proactive strategies that drive business growth


IT is increasingly at the heart of business success—and nowhere is that more true than in customer service. That makes IT a critical partner in transforming the customer experience.

Customers today are demanding service on their own terms and time. To adjust to this new reality, customer service organizations are rethinking their technology, data, and operations.

2020 IDC Perspective: Customer Service and the Future of Work


Customer service evolves at the intersection of employee and customer experience. This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX).

Areas covered include:

  • Evolving consumer expectations and the role of automation and human-machine collaboration
  • How the boundaries between employee and customer experience are blurring
  • Advice for buyers who are building the future of CX

The secret sauce helping CX leaders create loyal clients: Convenience


Today, customers expect service interactions with a company to be convenient and of immediate value. By focusing on convenience, customer experience leaders can maintain high retention rates while consistently increasing customer spend and driving continued business growth. Read this high value webinar summary to learn:

  • How a focus on managing convenience influences customer loyalty
  • How top performers transformed their organizational culture
  • Best-in-class steps to make every customer interaction more convenient
  • Take-aways from real-life examples

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.

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

The communications revolution: How businesses create value through empathy and impactful engagement


Engaging with customers provides immense value. CX leaders need to understand what’s required operationally to ensure customer service and support interactions are successful, with value delivered to the customer.

Read this overview of a recent high-value webinar to learn:

  • What customer service strategies can define both customer engagement goals and outcomes
  • How to use empathy as a strategy for delivering the best customer experience
  • The value exchange provided through customer interactions and its benefits
  • Customer experience’s larger impact on businesses and society