Smart Customer Service White Papers

Remote Agent Playbook

RingCentral

This is a manual to help you prepare your contact center with a business continuity plan to make remote work a functional reality.

  • Transition agents to work from home using a cloud-based contact center platform and continue servicing customers no matter where agents happen to be.
  • Incorporate digital channels like live chat, messaging, and social to reduce inbound call volume and service customers on their channel of choice.
  • RingCentral team messaging allows agents to collaborate across the business to resolve customer interactions quickly, the first time.
  • Provide the service your customers expect with a 100% remote support team.

Leveraging AI and Intelligent Automation in the WFM Suite

NICE

Workforce managers are constantly bombarded by new challenges and organizational demands: Near-constant changes to the forecast and schedule, increased needs from customers, and evolving employee hiring and retention requirements create an environment where it’s difficult to respond quickly enough or understand the best possible action to take. To meet these demands, contact centers around the world are rushing to adopt artificial intelligence (AI)-based workforce management (WFM) tools.

Download this eBook to learn more

Contact Center 2.0: The Rise of Collaborative Contact Centers

RingCentral

Customer experience is the new competitive advantage
Research shows that when it comes to digital transformation and corporate innovation, one of the top catalysts for change in companies is exploring how to better serve the evolving digital customer. It’s true: Today’s consumers’ relationship with technology pushes companies in new directions. Companies are continually trying to improve their customer service capabilities so their customers can interact seamlessly with them via their touch point of choice.

This sets a foundation for Contact Center 2.0, a shift from on-premises technologies, work siloes, limited and/or dated customer channels, and distributed knowledge to cloud-based, collaborative, omnichannel, and intelligent customer engagement. Contact Center 2.0 represents an integrated approach to unified communications that brings business experts and contact center agents together to deliver modern, real-time customer experiences.

Contact Center 2.0 - Tomorrow's Solutions for Today's Customers

RingCentral

It’s difficult to find consumers who thoroughly enjoy today’s contact center experience. No one is thrilled with the automated attendant greeting, an unintelligent voice system, or the incredibly cumbersome means required to talk to another human being.

The growth of digital technologies has triggered a change in human behavior and communication habits—within both interpersonal relationships and
in the way we interact with businesses.

It’s time to close the chapter on Contact Center 1.0. Companies must make customer engagement experiential, intuitive, and collaborative for a modern customer in modern times. Read on to discover how adopting Contact Center 2.0 can help you achieve those gains with minimal risk to operations, budgets, and customers.

Disruptive Customer Engagement

RingCentral

Contact centers in the cloud: the new normal
In the year 2020, there can be no doubt that deploying contact center solutions in the cloud is “the new normal.” What began with a few solution providers building breakthrough software at the beginning of the decade has become the de facto standard. Virtually every company looking to refresh hardware-based legacy call centers more than 10 years old considers a cloud contact center solution for their next move. Why are companies choosing to move their contact center solutions to the cloud? 

• Customer expectations have changed. Companies now need to compete in a consumer-driven, digital world.
• Information technology managemeant is easier in the cloud—it’s faster to deploy, and maintenance and upgrades are handled by the cloud application provider.
• Contact center management needs visibility and insight to increase efficiency, lower cost, and reduce risk. With a secure digital workspace, managers don’t have to go into multiple applications to gather analytics—consolidated information can quickly be turned into actionable insights.
• The subscription model helps companies save time, money, and resources. There is no substantial initial capital outlay, companies don’t need to overprovision to handle peak (sometimes seasonal) needs, and the future will be free of major, forklift upgrades.

Download this white paper and learn how to migrate your call center to the cloud.

Make great customer service your brand. Read our “Embrace the Digital Service Revolution” ebook.

Salesforce

What Can You Do in One Hour to Enhance Your Self-Service

Salesforce

Customers are visiting FAQ pages more frequently, signing into customer portals regularly, and reaching out across all channels for help in navigating the uncertainty during the coronavirus pandemic. As your team works day in and day out to make your customers feel supported and cared for, your self-service channels play a big role in handling the high contact volume.

Self-service is a powerful tool for customers during a time of crisis, as they look for quick answers to common questions. To ensure your self-service channels make the biggest impact, what can you do quickly — even in just one hour — before your day begins?

AI-POWERED CUSTOMER SERVICE

Salesforce

The world of customer service is changing. Customers seek a personal and emotional connection with brands and expect
consistent and seamless connections across all channels. But given that customers have more touchpoints with brands than
ever before, it can be difficult to make quality connections at scale. The power of automation and AI can help.

Download this Datasheet to get started on empowering customers and agents with intelligence in every experience.

How to Manage the Remote Workforce - Best Practices to Drive Engagement and More Effectively Forecast and Schedule in the Remote Contact Center

NICE

Contact Centers around the world have quickly transitioned to remote contact centers. For many, this is a new paradigm and NICE is here to help. This eBook was designed to provide in one place some of the best practices we have seen across the globe with agent working from home.

This covers communication thoughts and practices around forecasting and scheduling and other helpful ideas.

The State of Empathy In the Call Center

Cogito

Due to growing customer expectations, contact center leaders are increasingly focusing on how to better empower contact center phone professionals and augment their natural abilities to deliver empathy.

Download The State of Empathy In the Call Center to:

  • Discover the “Top 4 Empathy in CX” industry trends from our research
  • Learn key tactics you can implement in your call center operations to drive empathy in every interaction
  • Discover how real-time AI coaching is enhancing and scaling empathy at leading call centers

You’ll also learn more about the key capabilities of real-time emotional intelligence technology—and how it is driving higher levels of customer experience and operational efficiencies.

Improving Home-based Agent Performance through Quality and Coaching Collaboration

NICE

With the COVID-19 pandemic comes a monumental transition for contact center agents who are adapting to a work-from-home environment. The need for a tightly coordinated effort between contact center quality and coaching teams has never been more in demand.

A five-step quality and coaching collaboration model can meet the needs of both work-from home agents and customers by providing a systematic approach to driving sustained agent performance improvements. Download our white paper to learn how to:

  • Facilitate a partnership between coaching and quality teams and enable results-oriented coaching.
  • Transform the coaching program with relevant and timely information that supports business objectives.
  • Empower agents to be successful and seek improvement, regardless of where they are located.

Definitive Guide to the Modern Contact Center

Calabrio

To successfully face new challenges in the contact center, leaders are turning to innovative technologies to increase customer retention, empower agents and deliver measurable business value.

Download The Definitive Guide to the Modern Contact Center  to:

  • Learn why the contact center is increasingly in the spotlight in your organization
  • Discover how legacy technologies are getting in the way of providing a positive customer experience
  • Find out why cloud-based contact centers have an advantage

You’ll also learn more about the key capabilities of modern contact center technology—and how they’re enabling operational efficiencies and helping agents provide better service.

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

Salesforce

See how your service can evolve with the pace of change:

Rapid change is accelerating service transformation. Learn how you can keep up by leveraging industry trends to better support your agents and customers.

Read the report to discover:

  • 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 our mobile workforce fits into modern customer service

For even more helpful insights on ways to improve your service, head over to the Service Resource Center or visit trailhead.salesforce.com for hands-on information.

Connect Sales and Service Around the Customer

Salesforce

In times of uncertainty, technology that unifies your sales and service teams is more important than ever.

Help your customers navigate change by providing them a journey that scales.

Read the e-book to discover:

  • The importance of a cohesive, personalized customer journey
  • The benefits of connected sales and service systems
  • The steps to moving to one system 

If you would like more information on how to improve your customer experience, head over to the Service Resource Center, or visit trailhead.salesforce.com for hands-on learning.

 

What Can You Do in One Hour to Enhance Your Self-Service

Salesforce

Customers are visiting FAQ pages more frequently, signing into customer portals regularly, and reaching out across all channels for help in navigating the uncertainty during the coronavirus pandemic. As your team works day in and day out to make your customers feel supported and cared for, your self-service channels play a big role in handling the high contact volume.

Self-service is a powerful tool for customers during a time of crisis, as they look for quick answers to common questions. To ensure your self-service channels make the biggest impact, what can you do quickly — even in just one hour — before your day begins?

10 Best Practices For Contact Center Work From Home (WFH)

NICE

You have quickly moved your agents into a work from home environment to respond to the crisis, this is the time to make sure that your performance is not impacted as a result of this change.  From foundational elements and planning, to managing for performance you need to accelerate your performance now and into the future. Use this guide to understand the key best practices you should follow to deliver on the performance your customers and employees have come to expect and will be required for your businesses ongoing success in this new environment.

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

ServiceNow

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

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

Five9

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.

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

Five9

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.

Definitive Guide to the Modern Contact Center

Calabrio

To successfully face new challenges in the contact centers, leaders are turning to innovative technologies to increase customer retention, empower agents and deliver measurable business value.

Download The Definitive Guide to the Modern Contact Center  to:

  • Learn why the contact center is increasingly in the spotlight in your organization
  • Discover how legacy technologies are getting in the way of providing a positive customer experience
  • Find out why cloud-based contact centers have an advantage

You’ll also learn more about the key capabilities of modern contact center technology—and how they’re enabling operational efficiencies and helping agents provide better service.

5 Ways to Empower Agents to Deliver Great Customer Experiences

Five9

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 five ways to help you achieve this goal. 

Think beyond traditional CRM to elevate your customer service

ServiceNow

Go all-in with an end-to-end service solution that meets today’s high customer expectations.

One of your biggest opportunities to deliver a superior experience is through customer service, and traditional CRM just isn’t cutting it anymore. In this eBook, Farrell Hough, Senior VP Customer Workflow Products at ServiceNow, discusses the need for purpose-built customer engagement technology and processes that go far beyond call-logging to set your company apart from the competition. Read the eBook to learn:

  • How traditional CRMs are not meant to serve customers effectively
  • The advantages of end-to-end solutions for seamless quality experiences
  • The options for integrating into current systems

The customer service metrics and KPIs you should be tracking

ServiceNow

Your customer service team works hard to achieve its objectives and improve customer satisfaction. But how do you prove it? This eBook explores how to capture and leverage key performance indicators (KPIs) and other customer service metrics to succeed and prove your team’s contribution to corporate goals. Read about:

  • Required metrics for increasing customer satisfaction
  • KPIs for optimizing operationally efficiencies and reducing costs
  • Stats for improving agent satisfaction

ThinkJar: Six Transformational Customer Service Trends

ServiceNow

Customer service is evolving. Time to change.

Traditionally, customer service has been single channel or nonintegrated multichannel, with the company-centric goals of efficiency and cost-savings. Six trends are changing that model. The new approach? It’s about a platform, the customer journey, and achieving operational excellence—working with customers and working across teams to deliver better service.

Download the white paper from ThinkJar and learn about:

  • The six trends that focus on budgeting, spending, technology, data, channels, as well as cloud, platforms, and ecosystems
  • The five tenets for operational excellence

Discover how to make the most of the trends to deliver great experiences for everyone involved in your customer service.

Discover 6 best practices of field service leaders

ServiceNow

Improve your customer experience with modernized field service management

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 improve customer experience. 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

CORINIUM: The Customer Experience Perspective

ServiceNow

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

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

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.

ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences

ServiceNow

How does your customer service program compare?

Recently, Aberdeen Group, the Massachusetts-based market intelligence company, conducted a survey of 445 companies across the world and industries. The objective? To determine the state of service programs. Aberdeen’s research identifies best-in-class organizations that have successfully transformed their service activities to build customer loyalty and maximize efficiency. Read the survey report and learn:

·     What makes an organization best in class?

·     How your service organization measures up

·     Four best practices to transform your service

·     What’s required to implement those practices?

The Road to Transforming the Customer Service Experience: Investing in great outcomes for employees and customers

ServiceNow

Moving beyond CRM to shift your company into high gear

Ask companies about being competitive and all roads lead back to providing an exceptional customer experience. But creating that experience means expanding on the traditional definition of customer service to encompass every aspect of a company’s offerings. If you’re thinking about transforming your organization, this ebook can be your guide.

Forrester Study: Business Value of ServiceNow Customer Service Management

ServiceNow

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.

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

ServiceNow

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.