Smart Customer Service White Papers

Optimizing the Workforce: A Guide for Small and Medium-Sized Businesses


Are You Providing a Superior Customer Experience to Stand Out Against Your Competition?

As customer expectations continue to grow, organizations of all sizes must keep up with increasing interactions and provide flexibility around when, where and how they interact. Download the report to see how a modern workforce optimization solution can help improve your employee and customer experience.

Why Now is the Time to Move Your Enterprise Contact Center to the Cloud


Cloud contact center has been a hot topic in the industry for some time, but moving your enterprise contact center to the cloud is no small decision. We understand that migrating your contact center is not something to jump into without considerable due diligence.

We also know from our experience working with leading brands, however, that moving the contact center to the cloud pays off and is fast becoming the only way for an organization to embrace the advancements in self-service, intelligent routing and agent assistance that artificial intelligence (AI) will soon deliver. This paper is designed to help evaluate your current contact center as you consider a move to the cloud. Our goal, as always, is to enable you to deliver exceptional customer experiences, and we are here to assist you at every step as you transition to the cloud.

The Future is Now: Creating an Intelligent Cloud Contact Center to Deliver Exceptional Customer Experiences


Today’s organizations compete on customer experience and this trend will define the shape and scope of contact centers well into the next decade. To deliver the level of seamless experiences that customers expect, contact centers will need to harness all the advantages technology can offer – specifically, the cloud – to create an “intelligent cloud contact center” that utilizes machine learning and real-time data analysis.

So, step one is to move your contact center to the cloud. ASAP.

Once you are operating a cloud contact center, the next step is to start leveraging everything this enables you to do. This is where the “Intelligent Cloud Contact Center” comes into play.

9 Reasons to Make the Move to a Cloud Contact Center


It’s become abundantly clear that the cloud is no longer the future— but the new normal. Enterprises rely on cloud computing for web-based meetings, email, file sharing, and more every day to reduce costs and administrative burdens while enhancing productivity.

With the wealth of benefits to be gained by moving to the cloud—including speed of deployment, cost-efficiencies, and easy scaling—it’s no wonder the shift toward all things virtual has been so pervasive and swift. What’s more, as the cloud has matured, the potential drawbacks that once made enterprises hesitant to make the move are disappearing. Security is now robust, application integration happens with ease, and reliability is a given, not a question mark.

So now that the cloud has become not just viable, but essential, to stay competitive in a rapidly changing world, it’s time to explore how the cloud can significantly improve your contact center operations. This paper will provide one compelling reason after another for why now is the time to begin moving your contact center to the cloud.

Transforming the contact center into a customer intelligence hub


Technology continues to replace traditionally human roles throughout the enterprise world, but there is still no substitute for true human-to-human interactions. These conversations, whether voice calls, online chats or email exchanges, create some of the richest, most multi-dimensional data your organization has. It’s the unfiltered voice of your customer, directly (and indirectly) telling you what they want, and how you can deliver it.

With the right analytics solution in place, the enterprise can tap into this incredible resource, transforming the contact center from a cost center into a business intelligence hub that drives impact across the organization. An advanced contact center analytics solution goes well beyond improving customer service, empowering a range of enterprise users—from sales staff and marketing leaders, to product teams and legal counsel—to take a proactive approach to increasing efficiency, enhancing service levels, identifying opportunities and driving revenue.

4 Ways to Empower Agents to Deliver Great Customer Experiences


An empowered agent workforce that delivers amazing customer experiences makes the difference when customer loyalty is on the line. There is a strong link between customer experience, customer loyalty, and business profitability. That’s why organizations in every industry strive to deliver experiences that customers love.

Where is your organization today and how can you lead the digital transformation of customer experience in a way that truly empowers contact center agents to deliver the kind of service that will grow revenue and increase word of mouth about your brand?

In this paper, we’ll explore four ways to help you achieve this goal. 

Need a Strategic eCommerce Partner to Manage and Grow Your Online Business?

ITM Marketing

Companies that are struggling to become or remain competitive with their online sales need to look beyond their resources and the walls of their stores.  Download this case and learn how to leverage a professional eCommerce contact center that has already made the necessary investments in technology, people and processes. 

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


Companies that rely on solicited customer feedback like NPS or CSAT surveys as their primary source of customer data are going to be left behind. Download this paper and learn how Conversation Analytics is helping businesses understand the voice of the customer and improve customer experience.