customer

Whitepaper Library

CustomerZone360 offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

If you are interested in contributing your White Paper into the CustomerZone360 White Paper Library, please contact us.

Title:
Company:
 

Exploring CX strategy and technology adoption: A decision-maker’s chart

RingCentral | 1/18/2024 4:25:42 PM

Without the right customer experience strategy in place, you could be sacrificing customer loyalty, profitability, and overspending. Download our infographic to learn how to overcome common hurdles and try our handy checklist to get the most out of your CX strategy.

FREE PDF DOWNLOAD

Transforming Customer Experience

RingCentral | 1/18/2024 4:24:20 PM

Six Vital Projects to Help Improve CX
Customer engagement is a top priority at businesses—and for good reason. Consumers say they will tolerate three bad experiences before leaving the company for good. That may help to explain why 65% of companies had planned to increase their 2023 customer experience (CX) spending by an average of 24%, according to Metrigy’s 2023 Technology Spending Forecast global study of 400 companies.

CX and business leaders see customer engagement as an area ripe for transformation. In fact, 82.7% of companies have completed, are engaged in, or are planning a CX transformation project for 2023, according to Metrigy’s Customer Experience Optimization: 2023-24 global study of 641 companies. These projects, as defined in the study, apply new or existing technology to improve agent and/or customer experience to drive positive business value. Find out More…

FREE PDF DOWNLOAD

RingCentral RingCX overview

RingCentral | 1/18/2024 4:22:31 PM

Rethink how your business creates great customer experiences. With RingCX’s intuitive, efficient, AI-first contact center, you’ll serve customers more efficiently with less effort. Read our product guide for more.

FREE PDF DOWNLOAD

RingCentral RingCX Interactive Voice Response

RingCentral | 1/18/2024 4:21:12 PM

Learn how RingCX’s interactive voice response capabilities can reduce customer wait times, speed up call resolution, and enable customer self-service.

FREE PDF DOWNLOAD

RingCentral RingCX Analytics

RingCentral | 1/18/2024 4:20:00 PM

Download the product guide to get a full view into the entire customer journey with detailed reporting and metrics. With these insights, you’ll be able to make more informed business decisions for better customer experiences and agent performance

FREE PDF DOWNLOAD

RingCX Digital Engagement Datasheet

RingCentral | 1/18/2024 4:18:29 PM

Turn into a customer-ready business with RingCX. Meet your customers on all the channels that matter with the AI-first, simple-to-use contact center that makes smarter customer experiences easy.

FREE PDF DOWNLOAD

An introduction to AI in customer service

RingCentral | 11/1/2023 12:03:00 PM

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this ebook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this ebook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

FREE PDF DOWNLOAD

5 ways AI can transform your customer experience

RingCentral | 11/1/2023 11:59:45 AM

AI has become a sophisticated tool to enhance both agent and customer experiences. Learn the top ways that AI is transforming how businesses deliver customer service in our new ebook.

The processes and tools used to deliver customer service may change rapidly, but one thing remains the same: providing a stellar customer experience requires understanding what customers want and providing it to them.

FREE PDF DOWNLOAD

The Future of IVR Customer Service Assurance

Empirix | 4/7/2021 8:28:50 AM

Enabling customers to use self-service tools such as IVRs are critical for efficient, cost-effective business operations. But systems that are poorly optimized lead to more problems than they solve. Having a clear understanding of how well your IVR is working to serve the needs of your customers is critical as it baselines operational efficiency and identifies new opportunities to improve customer experience, cut costs and advance service offerings.

Download this paper and explore how to :
• Automate customer use cases
• Accelerate release cycles and deploy cutting-edge technologies with confidence
• Ensure that your contact center systems are operating as designed and intended
• Detect, respond to, and remedy service interruptions and measure their impacts on revenue

FREE PDF DOWNLOAD

Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan

Empirix | 4/1/2021 11:42:45 AM

To achieve the time and money savings that pre-deployment testing offers, you need in-depth strategy and execution plans.

This white paper provides actionable information to ensure you achieve your testing goals.

Read this white paper to discover:
• Detailed guidelines for developing your contact center testing plan
• Step-by-step instructions for building an effective test case for management
• Advice for developing a long-term strategy for ongoing change management and active/passive monitoring of your voice network and applications

FREE PDF DOWNLOAD

Contact Center Agility in the Post-COVID World

NICE inContact | 1/21/2021 3:49:31 PM

Get the latest trend report in this new white paper from DMG Consulting.

The shift to a work-from-anywhere workforce is not likely to slow down in contact centers, even after this year. It’s time to reimagine remote agent hiring. The latest research in this new white paper can help.

Download the white paper now to learn:
• How contact centers will adapt hiring practices for increasingly remote workforces
• Which changes you can make to properly analyze remote agent performance
• How technology can help you hire, train, and manage remote agents with agility

FREE PDF DOWNLOAD

A comprehensive approach to the IoT challenge

Alcatel-Lucent Enterprise | 12/11/2020 12:44:02 PM

The Internet of Things (IoT) is a hot topic in all industry sectors, including residential and commercial markets. In the enterprise arena, digital transformation is accelerating the number of IoT devices being connected and accessing applications and data.

This whitepaper looks at how IoT is transforming enterprises and how Alcatel-Lucent Enterprise Digital Age Networking manages IoT devices in an automated and secure manner while enabling seamless integration into business-oriented digital processes.

FREE PDF DOWNLOAD

The Changing Customer Journey

Edify | 10/14/2020 10:25:13 AM

The customer is as kingly as he’s ever been, armed with 24/7 access and the power to elevate or nearly erase a brand’s reputation with a few screen taps.

Brands must now push the boundaries of business communications to undreamed-of heights to create true customer delight. But first, brands must understand the customer journey. The new complex, connected customer journey demands that brands see the big picture and the trends while simultaneously zooming in to treat each customer as a unique individual.

Who are your customers? How do they choose to interact with you? And do those interactions go well, or not so much? The whole objective of customer service is truly to put ourselves in the customer's shoes and walk awhile. We’ve pulled together 8 ways to help you meet customers where they are, at every step of the journey. Find out how.

FREE PDF DOWNLOAD

Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service

Inference Solutions | 8/27/2020 12:38:58 PM

Written By: DMG Consulting LLC <BR><BR>
Voice self-service has changed dramatically since voice response units (VRUs) first came on the scene in the early 1980’s. The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the current generation of solutions as an important step in their digital transformation. The goal today is to provide a personalized and intelligent self-service experience cost effectively. It’s also important to deliver a consistent and high level of customer service regardless of the channel in which customers elect to interact. The most sophisticated self-service is provided by a relatively new IT sector called intelligent virtual agents (IVAs). IVAs use a natural language conversational approach, enhanced by machine learning and intelligent augmentation (IA), to deliver a personalized customer experience in any channel (voice, web, chat, instant messaging (IM)/short message service (SMS), email, etc.). The question is not whether you are ready to migrate from your existing self-service solutions to IVA-supported voice and digital self-service, but how quickly you can effectively adopt the new generation of AI-enabled self-service technology. Read this white paper to see where your organization currently stands in its self-service maturity evolution and the steps needed to make the transition to IVA successful.

FREE PDF DOWNLOAD

Why You Need to Embrace Conversational AI for Customer Care

Inference Solutions | 8/27/2020 12:36:44 PM

Written By: Joseph Williams, Analyst, BC Strategies<BR><BR>Ask your CMO or your CRO whether customer success is key to thriving in this digital era. Then ask them how artificial intelligence is going to redefine how customers can achieve success.

Gartner has already done these surveys, and its findings are that artificial intelligence (AI) technologies are poised to dramatically raise the table stakes for customer engagement.1 Eighty-four percent of respondent companies indicated they were investing in customer experience technologies in 2018. A quarter expect to have virtual chatbot technologies deployed by 2020. Overall, thirty percent expect by the same year to be using AI technologies to augment at least one of their primary sales processes.

FREE PDF DOWNLOAD
First 1 2 Last