Smart Customer Service White Papers
The Immersion Approach That Helps Customers Make and Implement the Right Technology Decisions
An Omnichannel approach is touted as a necessity for enterprise organizations - retail and others - to better understand their customers and drive sales forward. Many organizations believe this approach to be a necessity, but don’t always know how to implement the tools or optimize them for their specific use case.
In this brief, “Is Omnichannel Always the Best Choice?” we’ll take a deeper look at a phased-approach methodology for evaluating, planning and implementing the right technologies for organizations, providing a seamless business solution and maximizing ROI.
An eGain White Paper
Today’s digital consumers want smarter self-service, and they demand customer service agents to be able to knowledgeably and consistently handle questions and problems upon escalation to human-assisted service. How can a contact center customer service organization pull this off in the age of product and information overload, and ever-changing compliance requirements? How can it ensure consistency of answers and treatment across touchpoints?
It needs next-gen knowledge! Download white paper to learn more about the attributes of next-gen knowledge and real-world stories on how blue-chip organizations are leveraging it to transform service experiences and contact center performance.
eBook from Medallia Digital
The complete updated guide to planning and implementing a digital Voice of Customer program, including:
- 7-step process for planning a digital Voice of Customer program
- Business goals and KPIs - what to focus on
- Identifying personas
- Touchpoints, data integrations and closing the loop
- Proactive customer engagement vs. passive engagement
- Benchmarking vs. task specific surveys
And much more
eBook from Verint
Building the omnichannel customer service strategy doesn’t need to be an overwhelming task. This eBook explores some basics from A to Z that can lead to omnichannel success from planning, key solution components and channels to consider to best practices and looking ahead.