Smart Customer Service White Papers

Closing the Customer Engagement Gap - A New Approach to Ensuring Effective Resources

Verint Systems

The engagement capacity gap is the difference between resources available to meet customer demand and the exploding volume of customer interactions and communication channels. By 2022, fully one-third of organizations will determine that their omnichannel interactions are ineffective and will abandon existing contact center technology.

Getting ahead of the curve and reimagining the way you deliver service and relate to customers is paramount to staying competitive. The key is to combine human experience with automation. Successful experience management depends on an enterprise-wide approach to employees, customers, data and tools. In this Ventana eBook, “Closing the Customer Engagement Gap,” you will take a deeper dive into how to narrow the capacity gap and discover 3 steps to get started.

The Total Economic Impact of NICE Customer Engagement Analytics


NICE Enlighten, Nexidia Analytics, and Quality Central generate actionable insights from the automated evaluation of all customer interactions with real-time guidance for call center agents. Organizations deploying these NICE Customer Engagement Analytics solutions realized call center productivity gains as well as improved business outcomes, such as increased sales, reduced churn, and avoided fraudulent activity.

To better understand the impact of these outcomes, NICE Nexidia commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying NICE Enlighten, Nexidia Analytics, and Quality Central. This research included interviews with four customers that have experience using NICE Customer Engagement Analytics solutions.

Download this independent study to learn the many results NICE customers are getting from their investment in NICE’s Customer Engagement Analytics solutions. The following key results are discussed in the study:

  • Increased sales from targeted coaching
  • Increased productivity of call agent managers
  • Reduced training costs through lower agent attrition
  • Increased revenue from improved fraud detection
  • Increased agent productivity

The Ultimate Guide to AI Self-Service Without Compromise


At SmartAction, we design, build, and operate AI-powered virtual agents for more than a hundred brands, ranging from mid-sized companies to the Fortune 500.

That means we’ve done a lot of end-to-end customer journeys from “press 1” to “How Can I Help You Today?” As you can imagine, operating the AI-powered CX for some of the most trusted brands in the world means we've experienced every pitfall and peak imaginable over the last few years.

This eBook is a compilation of that collective knowledge. While most contact center leaders are experts on their "human-powered CX," often times very little is known about effectively designing and managing AI-powered interactions for a CX that rivals or exceeds customer service reps.

This guide is the first step towards that understanding.

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.

Going beyond account-based marketing (ABM)

Data Axle

Why ABM-i is the next wave for B2B companies
As a result of the pandemic and widespread work-from-home policies, B2B companies are increasing their commitment to account-based-marketing (ABM). Yet, to thrive in a new era, they must go beyond the account focus of ABM and take a hyper-personalized approach that considers their business prospects as people – understanding their unique journey and who they are as an individual with a life and interests outside of work.

In this whitepaper, Data Axle (formerly Infogroup) outlines why account-based marketing for the individual (ABM-i) is the future of ABM. You’ll learn:

  • 8 ABM-i strategies to create a truly personalized approach to engaging decision-makers
  • How to use technology, data, & analytics to create scalable, yet personalized outreach
  • Real-world examples of effective ABM-i programs cross industries

The surprising link between sales team happiness, performance, and technology


A total of 81% of executives who rated their sales team as happy reported increases in annual sales, finds Freshworks commissioned Harvard Business Review Analytic Services research. That compares to just 59% of leaders with less happy teams that reported similar results.

Not just annual sales, when compared to less happy teams, happier sales teams displayed increases in:

  • Percent of sales team hitting quota (29% higher)
  • Customer satisfaction (25% higher)
  • Productivity (21% higher)

The report suggests that sales tech, such as a CRM system, plays a crucial role in team’s happiness. Indeed, 7 in 10 participants agree that poor sales tech can negatively impact salespeople’s happiness.

This e-book will give you detailed insights on how sales technology can hurt or help promote team’s happiness with actionable takeaways for sales leaders and their teams.

AI-Enabled Contact Center Analytics for Dummies


How much do you really know about AI-powered analytics? Have you really tapped into your Contact Center Interactions, and the wealth of information they hold?

There are trillions of recorded interactions in the world, and that number will more than double in the next five years. Unlocking the value in those interactions can only be accomplished with artificial intelligence that can find discrete and behavioral patterns that no amount of human effort can surface. Learn how AI-enabled contact center analytics transcends the limits of traditional analytics, and makes it possible for businesses to improve customer experiences, identify complaints, prevent fraud, and more.

Download this easy to read guide, and get started today.

3 Award-Winning Workforce Optimization (WFO) Analytics Success Stories


2020 changed everything for contacts centers. Agents moved home and faced unexpected peaks and dips in call volumes and felt more emotionally charged customer interactions, while managers tackled scheduling with unpredictable agent availability. The winners of the 2020 Calabrio Analytics competition powered through it all by harnessing the cloud and leveraging insights to enable their remote workforce.

In this Ebook, we share how Calabrio’s 2020 competition winners Thomson Reuters, Idaho Central Credit Union and Bluegrass Cellular used Calabrio Analytics to see below the surface of their customer interactions and gain traction for a customer-focused transformation without losing sight of operational costs. Discover how these companies were able to improve their NPS scores, reduce hold times and decrease call escalations.

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

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

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

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

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.

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.

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

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.

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

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.

Five9 Customer Service Index 2020


To help organizations better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey consumers about the state of customer service and support. Now in its fourth year, the Customer Service Index provides data and insights to help businesses better meet their customers’ changing needs and expectations. For the 2020 study, over 1,000 survey respondents were prompted to base their responses on how their attitudes changed and the impact of the COVID-19 pandemic.

Read the report for the survey results and to learn:

  • The impact of the COVID-19 crisis on customer service
  • How consumer behavior has evolved in the past 10 months
  • What makes for a good or bad customer experience
  • The future of online retail in a post-pandemic world

The Cogito Guide to Emotional Intelligence


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 The Cogito Guide to Emotional Intelligence 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.

State of Service (4th Edition)


Over 7,000 service professionals surveyed worldwide

For the fourth edition of our “State of Service” report, Salesforce Research surveyed global customer service professionals to determine:

• How customer service standards continue to change in the midst of crisis
• Which strategies, tactics, and technologies service organizations are turning to in the new normal
• How service organizations are navigating abrupt changes in their work environment
• The impact and trajectory of field service during a time of social distancing

Paying Attention to Quality Pays Off: 4 Ways to Turn User Feedback into an Engine of Growth


Product quality is more important than ever, no matter if you’re part of a global enterprise or a growing startup. The most important business metrics — user retention, brand equity, churn, and revenue — are all driven by the quality of your products and the experiences you deliver to your users.

Companies can consistently deliver great quality by paying attention to their users and identifying actionable quality issues in user feedback. Download our eBook to learn the 4 fundamental ways to turn your user feedback data into an engine of growth for your company.

  • Find the Signals in the User Feedback Noise
  • Quantify the Impact of Quality Issues
  • Show the Connection Between Quality and Growth
  • Create Alignment Around Product Quality

Future of Work: The impact on Businesses, Consumers and Employees


People in many parts of the world are changing how and where they want to work. Part-time and telecommuting are fast becoming the number one benefits being offered by employers. Technology continues to drive the pace but growing in prominence is employees raising their expectations for workplace-specific technology.

Consequently, while "working from anywhere" creates its own set of challenges, it is here to stay. So where are the big impacts, the high volume payoffs in virtual working?  What are the pitfalls and challenges companies are facing? To unpack the future of work in a more segmented approach, we take a closer look at three groups - businesses, consumers and employees.

What is the business value of moving from Excel to WFM?


In years gone by there has been a degree of skepticism, especially from those in control of the company purse strings, about workforce management (WFM) tools, perhaps born from a mix of myth and misunderstanding, and because, like anything, technology solutions evolve with time. However, nowadays, WFM is absolutely essential for contact centers that are growing, or looking to grow. In this aim to move the contact center forward, and handle the challenges that come with such growth, a clear view of the road ahead is needed.

This white paper explores the two-fold business value of WFM. First, in the limitations that could be felt if a center continues to only use Excel rather than upgrading, and second, in the valuable improvements that are found with moving to WFM.

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. 

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.

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

Don’t Keep Your Customers On Hold


Studies show that brands face an uphill battle when it comes to customer service. In today’s crowded, commoditized marketplace where 95% of consumers say customer service influences their brand loyalty, it makes sense that over 80% of businesses expect to be competing mainly on customer experience.

Making customers wait in queue to speak with a service representative is a key factor in this battle that puts brands in a vulnerable position. In addition to frustrating customers and impacting short-term returns, studies show that long wait times can also have a negative impact on long-term brand loyalty. For example, waiting on hold or having a slow response time is the most frustrating aspect of obtaining customer service assistance for 52% of consumers, and 60% of customers who are placed on hold for longer than a minute will hang up and not call back. Just one instance of this type of poor service can cause 33% of customers to consider switching their loyalty to a competitor.

In this white paper, we cover the current trends around customer service in relation to customer wait times and five ways to help brands improve call handling, streamline customer care operations, and boost their bottom line.

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