CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. The Importance of VOC to CX.

White Paper 243

White Paper Social Media Feedback 2019 243

TechSee

MARCH 12, 2019

This visual automation, which harnesses the power of computer vision technologies to enable a variety of agent-related tasks to be completed automatically or semi-automatically, delivers greater efficiency and cost savings through intelligent decision support tools. Computer Vision technologies. The Power of Visual Automation.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

InMoment XI

NOVEMBER 2, 2021

For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers (and are able to prove millions in CX ROI). Truly customer-centric companies can easily reach and maintain these percentages.

ROI 195

ROI White Paper Customer Retention Customer Journey 195

TechSee

SEPTEMBER 30, 2024

In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics industries. To gain deeper insights into the impact of these technologies, make sure to download our white paper.

White Paper 109

White Paper Automotive Download Customer Satisfaction 109

InMoment XI

FEBRUARY 10, 2022

As a technology that functions through learning from examples, how can it learn if the examples change unpredictably? To tackle regulatory compliance documents, you need a combination of three technologies: Semi-Structured Data Parsing Natural Language Processing Machine Learning and AI. This puts AI in a tough situation.

White Paper 195

White Paper Document Financial Technology 195

ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. When companies don’t have an agile mindset, it can be difficult for them to adjust to how rapidly technology changes. How fast is technology changing?

White Paper 128

White Paper Contact Center E-support Social Media 128

TechSee

OCTOBER 19, 2021

Customer Support personnel often employ the technology during the warranty and post-warranty period if they’ve ruled out more fundamental causes of a product failure. The technology enables remote agents or experts to see what their customers see through their smartphone cameras and visually guide them to resolutions.

E Commerce 124

E Commerce White Paper E-support Retail 124

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

White Paper 70

White Paper Customer Experience Design Blog Article 70

Customers That Stick

SEPTEMBER 18, 2014

It’s equally important to continually evolve their own loyalty programs to align with the changing behavioral trends and technology that Millennials engage with, to ensure that loyalty program members don’t leave as quickly as they were acquired. Millennials were raised with technology, and they identify with it. (

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

White Paper 104

White Paper 2015 Culture 2014 104

Talkdesk

MAY 22, 2020

I spoke to professionals in similar businesses that have implemented the same technology or process. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space. Now, how does your new idea save money or make money?

White Paper 94

White Paper Contact Center Call Center Technology 94

Tricia Morris

SEPTEMBER 4, 2015

In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration. Among the leading reasons for employees churning in any job is lack of proper tools – and this is even more prevalent in customer service. .

White Paper 85

White Paper Engagement Customer Service 2015 85

Uniphore

JANUARY 4, 2022

White Papers. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. He has been conferred with the title of ‘Innovative Entrepreneur’ by the Ministry of Science and Technology’s Technopreneur Promotion Programme (TePP).

2022 126

2022 White Paper Contact Center Innovation 126

Talkdesk

DECEMBER 10, 2020

Your stakeholders can include the project manager and sponsors, which could be your chief executive officer (CEO), chief information officer (CIO) or chief technology officer (CTO). Get started by downloading the free kit: The post How to build a cloud contact center business case appeared first on Talkdesk.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Customer Bliss

FEBRUARY 21, 2019

She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research. In keeping up with technology and the times, Rekha had to ensure that employees were trained to use new tools that would keep them digitally relevant.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Beyond Philosophy

SEPTEMBER 13, 2016

As concluded in a 2010 white paper by marketing software company Neolane: “… with the right technology, skill sets, and C-level buy-in, social media provides an opportunity to take a more personalized and interactive approach to achieve true engagement… So, stop broadcasting, start engaging and put your social media intelligence to work.”.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

White Paper 79

White Paper Contact Center Download Connections 79

NICE inContact

NOVEMBER 2, 2021

For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world.

White Paper 83

White Paper Customer Experience Contact Center Download 83

Customer Bliss

FEBRUARY 21, 2019

She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research. In keeping up with technology and the times, Rekha had to ensure that employees were trained to use new tools that would keep them digitally relevant.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Calabrio

SEPTEMBER 21, 2016

Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio.

Contact Center 59

Contact Center Technology White Paper 2016 59

Totango

MARCH 8, 2022

CSM Practice is a CS consulting firm that serves technology and services organizations. The Totango online community includes our blog and other resources such as white papers, reports, on-demand webinars, and a learning hub to help you get the most out of our CS platform. CSM Practice.

2022 122

2022 Customer Success White Paper Seminar 122

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. With digital technologies pushing customer experiences forward, businesses can do more to adapt to their customers’ needs.

2022 98

2022 Customer Experience Omnichannel White Paper 98

TechSee

MARCH 19, 2018

Deep learning-based object recognition offers incredible accuracy that makes object recognition a core technology for the future virtual technician as the ability to see the problem is essential to finding a rapid resolution. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

Quadient

MAY 23, 2022

The company has perfected technology that speeds and simplifies the internal processes that ensure essential information gets to the right people at the right time with intelligent integration. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies. Principal of Pelorus Associates.

Contact Center 105

Contact Center White Paper Document Social Media 105

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. With the right technology and use cases, companies will be able to fully automate the handling of a growing number of inquiries and transaction types.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

ENGAGE.cx

JUNE 19, 2015

Social, mobile, analytics and cloud technology are among the trends driving the expectations of today’s customers. What’s making things more complicated is the way marketing technology innovation is changing the way companies promote their businesses across customer touch points.

White Paper 69

White Paper Touchpoint Download Innovation 69

Oracle

MARCH 10, 2021

Its “design of the week” feature highlights product and web pages from different designers, serving as inspiration for the design community while subtly showcasing interesting designs created using Invision’s technology.

B2B 111

B2B White Paper Marketing Social Media 111

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. White papers. Standardizing touchpoint procedures positions you to leverage technology to automate workflows supporting each touchpoint.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

ClearAction

DECEMBER 19, 2014

In the white paper Customer Experience Strategy: 4 Often-Overlooked Key Competencies to Sustainable Results you'll find more examples and techniques for creating a shared vision that can transform your customers’ experience — which is typically the precursor to sustained differentiation and financial trends.

Customer Experience 116

Customer Experience White Paper ROI Sports 116

Tricia Morris

AUGUST 11, 2015

Budget constraints (55%), outdated systems and technologies (45%), cultural resistance to change (38%) and lack of proper training (35%) round out the top obstacles cited when it comes to improving customer service quality. Download the white paper from analyst Esteban Kolsky, Justifying Knowledge Management in Customer Service.

Government 81

Government Customer Service White Paper 2015 81

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

Avaya

OCTOBER 6, 2016

Fortunately, the technology industry is working hard to address these issues, and from the network side there are many lessons we can apply from the Internet and BYOD-ready networks. Take a look at this white paper , which offers a roadmap for implementing smart, multilevel security capabilities.

White Paper 83

White Paper Roadmap 2016 Presentation 83

Gravy Analytics

AUGUST 19, 2019

For more information, download our white paper, ‘ Seven Factors to Consider When Evaluating Visitations Data ‘ Visitations are captured and updated daily, so you’ll always have up-to-date data to work with.

White Paper 71

White Paper Hotels Travel Consulting 71

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Brands 88

Brands White Paper Social Media Webinar 88

ClearAction

OCTOBER 4, 2015

One of our top customers' CEO told us we were arrogant and hard to do business with; he said he couldn't wait for any of our competitors to be first to market with next-generation technology so he could take his business there. That was an attention-grabber. This type of thing is a blessing in disguise to CX professionals.

Customer Experience 118

Customer Experience White Paper ROI Financial 118