Smart Customer Service White Papers

Webinar: How the cloud can create a distributed contact center and revolutionize your business


Business travel management, meeting, and event planning firm, Gant Travel, knew that to provide the best travel experience for their customers, they needed to provide highly personalized, intelligent customer experiences. That’s why they moved from premises-based system to a cloud-based collaborative contact center solution.

By enabling a virtual workforce outside of headquarters in Bloomington Indiana, through quality communications and remote collaboration, Gant Travel was able to hire agents across the United States, with the skills required to serve their high-end customers. 

Join Jenni Murer as she shares how moving to the cloud facilitated a completely new approach to Gant Travel’s business strategy and vision.

Webinar: Achieve Perfect Harmony With A Collaborative Contact Center


Customers today require personalized service across any channel or device. In addition, customers want to have a quick resolution to their issues - the first time. In the past it was only a promise, not a reality. There were expensive solutions that allowed some organizations to start to realize this, but for most it is an initiative that never really came to fruition. 

Today, the cloud gets you there. Companies can now have a complete solution in the cloud that provides omnichannel capabilities, allows agents and customers to communicate and collaborate with experts and each other in real-time, working in harmony to solve customer service issues quickly. 

What attendees will learn:

  • Trends shaping the future of call center transformation
  • How contact centers and customer experience drive competitive advantage
  • Challenges facing contact centers 2.0
  • The future of contact centers

Contact Center 2.0: Tomorrow's Solutions for Today’s Customers


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


Contact centers in the cloud: the new normal
As we head toward 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.

Contact Center 2.0: The Rise of Collaborative Contact Centers


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.

Building Workplace Diversity with a Desktop Robot for Every Employee


Robotic Process Automation (RPA) is here to stay, and it’s evident the workforce of the future will involve humans and robots working together.  By providing every employee with their own intelligent desktop robot, performance is augmented and enhanced in real time.  The seamless, subtle, side-by-side assistance they provide enables employees to consistently deliver exceptional customer experiences.

Download this insightful paper which shows how intelligent desktop automation technology can extend the value of RPA into the Customer Experience domain while also improving employee performance and motivation.

[eBook] An Easy 4-Step Process to Clean Your Data and Spark Revenue


Each year, 25-30% of customer data goes bad, causing inefficient CRM initiatives, poor analytics and business decisions, and higher costs. Clean data is the key to CRM success. This free ebook – “Tidy Up Using the Melissa Method” – pulls from 30+ years of data quality and address management expertise to give you four easy steps to clean your CRM data. Explore the major causes of bad data, and how to institute a regular data hygiene process across all customer touchpoints. Download the eBook Now!

Forecasting with Artificial Intelligence


We are living in a golden age where predictive analytics, forecasting and predictive technologies are revolutionising business well beyond the contact centre.

These forecasting capabilities are supported by ongoing developments in machine learning and artificial intelligence; developments that are enabling increasingly accurate projections.

The most robust contact centre forecasting tools have far-reaching impact. Advanced statistical methods can help users realise consistent customer service, improve retention and lower costs across the board through market-leading capabilities. Although the concept is simple, the execution is anything but.

Download this whitepaper to uncover the full discussion surrounding the new Forecasting with Artificial Intelligence solution within WFM 7.