Smart Customer Service White Papers
Concentrix
Collecting customer data is only the first chapter in the story of understanding and transforming CX. The next? Prioritization.
So, where do you start? With pain point analysis and prioritization. In this e-book, we’ll walk you through three steps you can take to decode your VOC program and pinpoint what’s most important to both the customer experience journey and your business.
Download this white paper and transform feedback from reactive to regenerative, and unleash its potential for your customers and your business.
Concentrix
We’ve all had survey experiences we’d rather forget. Ones that seem to go on forever, others that ask questions that the company should already know, and still others where we’ve been sent the same survey more than once, or where the company never acknowledged our feedback or complaint.
Surveys are an important part of your customer experience, which mean they require the same level of strategy, planning, design, and management
that you apply to your most important customer journeys and interactions.
Download this white paper and learn the four key elements of a brand building survey program. When you put these four pieces in place, your
surveys can become powerful experiences that deepen rather than damage your customer’s relationship with your brand.
NICE CXone
Across channels and across the digital customer experience, successful CX leaders ask themselves “How can we serve the customer at this moment?” A new generation of conversational intelligence and self-service options have arrived to empower businesses to enhance customer experience interactions.
Find out more, read the report
NICE CXone
Digital experience programs face the challenge of a landscape where consumers are constantly shifting and evolving. But with the revolutions in AI and knowledge management, companies have the tools to meet the challenges head-on if they put the customer at the heart of their digital experience. In this report, you can learn all about building a modern digital experience.
Get in the know, read the report.
NICE
Elevate the employee experience to come out on top
Safeguarding measures at businesses have taken hold due to economic pressures. Yet contact centers can do more with less without paying the high price of unhappy, disengaged employees. Read the ebook, “Elevating the Employee Experience During an Economic Downturn” to learn how.
You’ll learn how to do more with less:
- Move your coaching from “what” to “how”
- Shrink the widening managerial skills gap with support and training
- Protect net staffing across multiple skill profiles, channels, and locations
Respond the smart way to economic pressures. Read the eBook
NICE
Learn the Best WFM Practices of Recessionary CX Winners:
The degree to which contact centers will be impacted by looming recessionary pressures and ongoing labor shortages is yet to be fully known. However, it’s safe to predict that contact center leaders will be forced to do more with less—less financial flexibility, less talent, and less room for error. Apply lessons learned from “Recession Ahead: How Contact Centers Can Do More With Less” to deliver on CSAT and KPI goals and win in the turns ahead.
Learn the calculations used for smart schedule forecasting:
- Concurrency of digital interactions for agents
- Nonsequential digital interactions
- Average speed of answer
- “What-if” planning for multiple channels
Read the eBook
8x8
The demand for self-service environments is on the rise to deliver the convenience, consistency, and interaction simplicity that retail customers demand. Let’s look at ways you can maximize your investment in self-service and be on the receiving end of happy customers, increased revenue, and agent productivity.
A Harvard Business Review from Coveo
See how industry leaders are using the latest data-driven strategies to:
- Create opportunities for growth... through increased advocacy, retention, and cross-selling
- Decrease inefficiencies… by overcoming some of the biggest barriers that waste hours of your agents’ time every week
- Increase customer satisfaction… and see a direct impact on customer loyalty, brand perception, and reputation
8x8
Learn how to clear common contact center hurdles with real-world strategies for Microsoft Teams that will improve productivity and customer satisfaction.
Microsoft Teams is easily one of the best and most popular platforms for connecting and empowering remote contact center employees in this new hybrid work era, but persistent hurdles prevent businesses from optimizing the solution for their contact centers.
In this informative Tech Talk, contact center experts explain how companies can clear these hurdles with real-world strategies for Teams that will improve productivity and customer satisfaction. Businesses can do more with less using Microsoft Teams, as long as they know how to use it to its fullest potential.
ServiceNow
With ServiceNow, companies are beginning to see the advantages of using a single, powerful platform to connect processes and systems, using one architecture that enables companies to offer customers a faster time to resolution, cross functional collaboration, and more automation to empower employees to better serve the customer.
ServiceNow
ServiceNow provided Zoom with a unifying platform for digital business that empowered IT, HR and customer experience teams by optimizing processes, breaking down silos to create effortless experiences, and adding value by enabling innovation across the organization. “ServiceNow provides a comprehensive platform that allows us to do a lot more for our customers." Trevan Busby, Tecnical Support Manager, Zoom.
ServiceNow
Customers want answers to their issues and requests yesterday. So how can you empower your teams to deliver proactive service? Get Customer Operations For Dummies, 2nd ServiceNow Special Edition, your guide for fueling seamless customer experiences. Inside, you’ll learn the secret to connecting teams across your enterprise, enabling you to gain visibility over all issues, gift customers the ability to self-serve, and meet ever-evolving customer needs—all at a lower cost.
ServiceNow
Did you know with the Now Platform, you can break down silos, seamlessly connect your people, systems, and processes? You can empower your customers, employees, and partners with modern, consumer-grade experiences. And you can build on a platform that accelerates time-to-value, unleashes agility, and unlocks innovation.
ServiceNow
Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ebook to discover five best practices for building more resilient and connected service operations. From reducing workloads with automation, to identifying issues faster, to eliminating information silos, you’ll learn everything you need to deliver seamless, cross-organizational service.
ServiceNow
Whenever a customer sees that you fix issues fast, or that your services are always up and running, their confidence in your brand gets a boost. But to deliver on your promise to provide seamless service, you need to be proactive. Read this ebook to explore the five key capabilities you need to intelligently fix problems before customers even know they have them. Discover how you can connect the right teams to the right resources, while actively monitoring the health of customers’ products and services.
ServiceNow
By 2025, over 50% of field service management deployments will include knowledge-sharing tools and/or collaboration capability supported with mobile augmented reality, up from less than 20% in 2021. With the changing landscape of requirements for Field Service Management (FSM), as well as the fragmented solution offering, it is important for application leaders to invest in a circle of collaboration to improve current and future outcomes.
ServiceNow
With its new ServiceNow application "Click and Repair", Carrefour is improving flexibility and turnaround times for repairs. They bring fluidity and agility in the intervention of service providers for in-store equipment repairs. The app has simplified the maintenance request process.
ServiceNow
Today’s customers want you to always be there for them, with seamless experiences at every touchpoint. Meeting their ever-evolving needs may seem impossible, but it’s not! Read this CX handbook to see how you can fuel consistent, exceptional experiences with speed and efficiency, while lowering costs. By connecting everything on a single unified digital platform, you’ll bring together your people and systems, while streamlining and automating your processes.
ServiceNow
For Scheidt & Bachmann - a global leader in parking solutions - the challenge is to continue to bring innovation to market and manage an increasingly diverse mix of customers and technology. To maintain its leadership position, hardware innovation alone is not enough. Find out how Scheidt & Bachmann found a way to excel in service and operational efficiency.
ServiceNow
Today’s customers want you to always be there for them, with seamless experiences at every touchpoint. Meeting their ever-evolving needs may seem impossible, but it’s not! Read this CX handbook to see how you can fuel consistent, exceptional experiences with speed and efficiency, while lowering costs. By connecting everything on a single unified digital platform, you’ll bring together your people and systems, while streamlining and automating your processes.
ServiceNow
Customers want answers to their issues and requests yesterday. So how can you empower your teams to deliver proactive service? Get Customer Operations For Dummies, 2nd ServiceNow Special Edition, your guide for fueling seamless customer experiences. Inside, you’ll learn the secret to connecting teams across your enterprise, enabling you to gain visibility over all issues, gift customers the ability to self-serve, and meet ever-evolving customer needs—all at a lower cost.
ServiceNow
Proactive customer service isn’t a one-person job. It takes your entire organization. See how to build yours with our guide. Inside, you’ll get insights on using Customer Service Management to unify people and processes, so you can boost productivity, automate key processes, and resolve thousands of cases per month—all at a lower cost.
ServiceNow
With the bar for customer experience constantly rising, we place innovation at the core of everything. Watch a quick demo to see how you can deliver seamless experience and drive customer loyalty in your organization. By using AI-powered automation and optimization you can take action, route work efficiently, get full visibility at every step, and resolve issues proactively. Learn how you can give customers a wealth of self-service options, provide insight across teams, and review and fix inefficiencies fast—helping your customer teams work more collaboratively and productively.
ServiceNow
Proactive customer service isn’t a one-person job. It takes your entire organization. See how to build yours with our guide. Inside, you’ll get insights on using Customer Service Management to unify people and processes, so you can boost productivity, automate key processes, and resolve thousands of cases per month—all at a lower cost.
ServiceNow
If a payment machine is out of action, or cameras monitoring parking spaces go down, Scheidt & Bachmann needs to know, the customer must be informed, and an engineer deployed. But a complicated organization comprimised their quality. See how they were able to optimize their service dispatching and service execution workflow while improving the user experience.
ServiceNow
Customer satisfaction (in the form of CSAT) remains a key metric, and your customer effort score (CES) is fast becoming another.
With the emphasis on delivering great customer experience, it’s important to remember what great really means to your customers. In most cases, great equals effortless. Customers are looking for work and life to be easier and smoother, with no nasty surprises. When delivered time and again, at scale, great, effortless experiences take the customer relationship from transaction to trust. They drive differentiation and determine success.
Read how you can make customer service a revenue-generating, strategic differentiator for your organization.
A ServiceNow Report from Smart Industry
State of Initiative MFG Survey: Strange Days in Transformative Times
We see a diversity in opinions in the latest Smart Industry annual State of Initiative survey. Trends about the tools and techniques of modern manufacturing emerge. Big-picture perspectives indicate a continued embrace of smart manufacturing
ServiceNow
Dräger wanted to create a world-class business-to-consumer resource that allows all customers to access all the information they need, 24/7, at the touch of a button. They wanted to make it easy for their customers to order services for its products; they saw huge potential in moving their service catalog and service booking processes fully online, using the digital technology. Dräger partnered with ServiceNow to create a bespoke Digital Customer Service Center. Now customers can browse product and service ranges, commission services, and arrange maintenance and repair appointments, all in one place, at any time, night or day.
ServiceNow
The explosion of connected and intelligent OT devices means manufacturers have never been more vulnerable to cyber-attacks and unplanned downtime, leading to increased financial and operational risk or loss of life.
To become resilient, manufacturers must start with a holistic OT and IT security strategy at the c-suite. Read this eBook to learn how a single system of action unites OT and IT so that manufacturers can proactively assess, prioritize and act on vulnerabilities to build a secure and competitive enterprise.
ServiceNow
Over the past two years, disruption to manufacturers and service organizations has accelerated a shift to more customer-centricity and experience-driven engagements. The ability to transform and deliver enhanced customer outcomes demands a new perspective on digital technologies.
Read this IDC report to get insights on the top service and product transformation drivers and initiatives and learn how manufacturers can achieve value across the organization and the customer's life cycle.
ServiceNow
Manufacturers have been ramping up their digital transformation investments in response to competitive, economic, and geopolitical disruptions. However, while these investments have set the foundation for growth, many manufacturers have yet to realize their full potential. To stay ahead of the rapidly changing landscape, manufacturers need to drive action across their entire value chain to deliver successful outcomes with agility, speed, and confidence.
Read this eBook to gain insights from customers, such as General Mills, PepsiCo, and others, including a global FMCG manufacturer, on how they have addressed transformation challenges. These stories include:
- Streamlining operations from product development to the factory floor
- A transformative approach to portfolio planning and strategy
- A low-code journey for scaling applications across the enterprise
- Modernizing the employee experience to serve a workforce with highly diverse roles and needs
ServiceNow
To deliver effortless, end-to-end customer experience every time, all parts of your organization need to work together, across the front, middle, and back office. See how this was achieved—while increasing contact center efficiency by up to 20% and achieving a 170% ROI – by reading the commissioned Forrester Consulting Total Economic Impact™ Study on ServiceNow Customer Service Management.
ServiceNow
When you resolve customer issues before they even happen, you’ll deliver great experiences for customers, wherever they choose to interact. Get the latest CX trends and insights from Frost & Sullivan to see how you can meet growing expectations by connecting people, systems, and processes on one platform.
ServiceNow
Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ebook to discover five best practices for building more resilient and connected service operations. From reducing workloads with automation, to identifying issues faster, to eliminating information silos, you’ll learn everything you need to deliver seamless, cross-organizational service.
ServiceNow
Many businesses start their digital transformation journey by making changes to just one or two departments or teams, in a siloed way. But the real magic happens when you level up your entire organization in sync. Read this ebook to see how you can deliver enterprise-grade experiences for every customer, employee, and partner, by building on your success with ServiceNow’s Now Platform.
ServiceNow
Whenever a customer sees that you fix issues fast, or that your services are always up and running, their confidence in your brand gets a boost. But to deliver on your promise to provide seamless service, you need to be proactive. Read this ebook to explore the five key capabilities you need to intelligently fix problems before customers even know they have them. Discover how you can connect the right teams to the right resources, while actively monitoring the health of customers’ products and services.
NICE CXone
What are the stages of CX Journey Excellence with the latest technology and consumer expectation? Where does your organization sit in that continuum? How do you get to the next level?
Learn lessons from leading companies that are delivering customer experiences (CX) exceeding those of their peers by harnessing digital, self-service, and AI.
To deliver superior digital-first, frictionless customer experiences, this report examines the best practices and strategies of enterprises across three stages of maturity:
– CX Innovators who harness AI for customer journey excellence
– Learning Organizations who are still piloting newer CS journey models; and
– Lagging Organizations that still adhere to siloed or latent systems and processes.
Download this brand new report and learn how to progress through the CX Maturity model with the key technologies you'll want to prioritize in 2023 to achieve optimum consumer experience and business outcomes.
Produced by Unisphere Research and CRM Media
It is widely accepted that the experience employees have at work directly affects how well they serve customers. Forty-four percent (44%) of contact center leaders surveyed say providing a better experience for agents is “in need of improvement” or is of “urgent concern” to the business. This indicates that businesses must evaluate their policies and offerings around issues impacting the employee experience like remote work, training, and, critically, the software and hardware they provide to agents to do their jobs.
Ultimately, Inside the Contact Center: A Study of Customer and Employee Experience underscores that contact center leaders struggle to balance achieving internal KPIs with delivering exceptional customer experiences. When asked to choose one “greatest challenge,” one-third of leaders cite meeting metrics like average handle time (AHT) and first call resolution (FCR) and another one-third cite offering positive experiences and lowering customer effort.
Findings include:
- A significant portion of contact center technology has not yet been moved to the cloud. More than half (57%) of businesses surveyed are less than halfway there.
- CX leaders are desperate to add new conversation channel options, like SMS (53%), to their contact centers to reduce handle time and improve experience.
- Nearly half (48%, 47%, and 46% respectively) say they need artificial intelligence (AI)/machine learning (ML), real-time transcription, and self-service bots “urgently” or “yesterday”.
- 41% of leaders admit that toggling between channels is the technology issue currently most affecting their contact center and worry that adding more to legacy technology will only exacerbate the issue, so most have done nothing to date.
Download this brand new Research Report and learn the best ways to improve your Employee and Customer Experiences in 2022 and beyond.