Smart Customer Service White Papers

The Art of the Perfect Sales Proposal

ConnectWise

There’s a true art to creating a proposal that closes. Just as with any skill you learn, it takes time to truly perfect your technique. You must respect the process. ConnectWise offers a quote and proposal automation solution that’s dedicated 8+ years (and counting) to making it simple to deliver quotes that win. We’re well-heeled and ready to serve as your proposal guru. Follow the steps in this eBook to find your path to quoting success.

What's the Crucial Differentiator for Customer Experience?

NICE

NICE commissioned Forrester Consulting to evaluate the use of data insights to drive customer service. Our research found that companies are immaturely harnessing data insights and these deficiencies deter them from optimizing customer experiences.

Digital inputs and data analysis tools, within and without the contact center, are critical for any business to be sustainable in today’s market. Read this snapshot of the survey findings, with commentary, and learn more about why a unified data platform is the differentiating factor for successful brands.

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.

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.

4 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 four ways to help you achieve this goal. 

9 Reasons to Make the Move to a Cloud Contact Center

Five9

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.

GDPR One Year Later – Where do we go from here?

NICE

Dick Bucci, Chief Analyst at Pelorus, looks into the year that passed and how privacy is reshaping the way contact centers do business. From the role of agents to the fear of fines and brand damages, how are contact centers globally making privacy a strategic pillar? Read the report to find out.

The KPIs Top MSPs Rely on for Success & How to Use Them in Your Business

Connectwise

The most successful MSPs rely on metrics – known as key performance indicators (KPIs) – for making informed, educated decisions that help their businesses thrive, rather than just survive. This eBook provides an overview of some of the most important KPIs used by top MSPs. We’ll focus on two major areas – finance and service – to help you better understand how to use KPIs as an essential tool for building a more sustainable business.

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

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 TEI: Business Value of ServiceNow Customer Service Management

ServiceNow

Forrester 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

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.