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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.

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Defining the Mobile Cloud

Mitel | 8/10/2016 2:52:49 PM

The mobile enterprise is here. It’s a product of the intersection of mobile, cloud, and real-time technologies and it’s a major shift.

Mitel worked with Mobile Squared to survey more than 3500 people across carriers and businesses of every size to assess the state of the market.

• The influence of Millennials on the modern enterprise
• Why Cloud is at the heart of the mobile enterprise
• The role of real-time communications
• Cloud enterprise software and application-driven, device-optimized services

Download this report to learn how companies are responding to become Cloud-ready and mobile.

FREE PDF DOWNLOAD

Delivering a Digital Customer Experience for Today’s Mobile Consumer

Mitel | 8/10/2016 2:51:06 PM

Consumers today expect to be able to interact with businesses through the medium of their choice, wherever they are.

You’ll learn:

• How to support businesses to be ready in a digital and mobile world
• The positive impact of a good digital customer experience
• Seven steps for helping businesses to create a successful digital customer experience.

FREE PDF DOWNLOAD

Empower Your Customer Service Team to be Brand Advocates

Frost & Sullivan | 8/10/2016 2:15:35 PM

Social customer service is no longer a luxury; it's a necessity. Consumer adoption of all forms of social media is at an all-time high but most companies are still using social media solely for outreach, missing a valuable opportunity for enhanced customer service. Social customer service is just as important to your brand as marketing and can be the key competitive differentiator in your business.

In this article you will discover:

- The business value of social customer service
- What makes the customer service the new marketing
- The right technologies to achieve exceptional customer service

FREE PDF DOWNLOAD

Finding a True Cloud Contact Center – Top 5 Myths Dispelled

LiveOps Cloud | 8/9/2016 9:59:57 AM

Cloud technology is one of the most misunderstood concepts of our time. Software as a service from the cloud has distinct advantages, but with all the market hype, it’s difficult to decipher between what is myth and what is reality.

This eBook delves into the top 5 myths around choosing a cloud-based contact center. It provides insight from key industry players including Gartner, Salesforce.com, IDC and Microsoft to expose the realities and latest trends, bringing clarity to your decision making process.

FREE PDF DOWNLOAD

ICMI: Insider’s Guide to Perfecting the Customer Journey

LiveOps Cloud | 8/9/2016 9:58:18 AM

The exploration of the customer journey begins with a simple fact: no organization is perfect. And while it may seem as though everyone else is getting it right, the truth is that even “best in class” contact centers have a few things they wish they could change.

This is what ICMI discovered when they surveyed hundreds of global, leading-brand contact center professionals. From the best to the worst, ICMI dissected the challenges, strengths, and the opportunities that exist for any organization to perfect their customers' journey. In their report, ICMI Guide to Perfecting the Customer Journey, they offer recommendations to help contact center decision makers:

• overcome the top challenges in the contact center
• transform customer service from reactive to proactive
• train agents to recognize and embrace moments along the customer journey
• implement new technologies to improve time and process efficiencies
• turn all data into actionable data

FREE PDF DOWNLOAD

Connecting with the Next Gen Customer

LiveOps Cloud | 8/9/2016 9:55:11 AM

Gone are the days when the contact center was seen purely as a voice only sales and service center. With the rise of the next gen social customers who research, blog, and post online, leading companies are realizing that to develop a truly effective engagement center, communication must flow both ways - and they are embracing these social channels to extend that reach.

This eBook outlines the top 5 trends progressive companies are adopting to transform their old-school contact centers into modern customer engagement centers.

FREE PDF DOWNLOAD

ICMI Multichannel Forecasting & Scheduling Tool Kit

LiveOps Cloud | 8/9/2016 9:53:48 AM

Can you accurately forecast and staff your call center? It’s a foundation of great customer service. Having the right people in the right place, at the right time is critical, but many lack the tools and the time to truly realize it. When under and overstaffing occurs, it can be difficult to know the root cause and the steps needed to prevent it in the future.

This tool kit provides:

• workforce planning and management frameworks
• how-to guide for calculating staff requirements
• tips for effective scheduling
• best practices for real-time management skills
• and factors to consider when choosing your next WFM system

FREE PDF DOWNLOAD

The Inner Circle Guide to Omnichannel Customer Contact

LiveOps Cloud | 8/9/2016 9:52:19 AM

Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and may even be more expensive than a voice call.

“The Inner Circle Guide to Omnichannel Customer Contact”, the definitive independent analyst report from ContactBabel, examines:

• the volume, growth and cost of digital channels compared to voice calls
• the channels most preferred by customers vs. what they actually use, and why
• inhibitors to omnichannel, and how to overcome them
• and the world beyond omnichannel

FREE PDF DOWNLOAD

CCIQ Cloud Contact Center Report

LiveOps Cloud | 8/9/2016 9:50:30 AM

Examine the call center technology landscape and gather actionable insights with CCIQ’s new Executive Report on Contact Center Technology.

CCIQ surveyed industry leaders and decision makers to determine their top selection criteria for new technology; performance criteria to evaluate existing technology; and priorities and timelines for the adoption of new technology solutions.

FREE PDF DOWNLOAD

Integrate Contact Center and CRM Data for Better Contact Center Performance

Transera | 6/22/2016 1:00:24 PM

Leverage all the data in your contact center systems to improve performance. Learn how integrating ACD, IVR and CRM data creates a holistic view of customer interactions and delivers actionable insights to improve business success and customer satisfaction. Sample insights include, using analytics to match customers with agents with the best performance record for their need, or prioritizing customers based on their attributes.

FREE PDF DOWNLOAD

Breaking Down Silos: A Brief Guide on the Importance of Unified Customer Engagement

Transera | 6/22/2016 12:52:22 PM

Integrating your call management and CRM systems eliminates functional overlap and decreases complexity. Read this whitepaper to learn how integrating your ACD, IVR and CRM systems can break down application silos and unify customer engagement to create a centralized global queue for better prioritization, provide analytics to drive routing strategies and deliver real-time operational and business performance reporting.

FREE PDF DOWNLOAD

The Ultimate Guide to Optimizing your Salesforce powered Call Center

Transera | 6/22/2016 12:51:19 PM

Learn how you can add Voice to Salesforce to gain unified visibility, real-time control, insight into how operations correlate to business performance, and productivity improvements for everyone in the call center. Administrators can set up call center operations in Salesforce while agents make, receive and log calls from within Salesforce. Managers can monitor and manage all channels, routing strategies, call quality and agent performance in real-time from within Salesforce while dashboards and reports integrate IVR, ACD, CRM and agent performance data.

FREE PDF DOWNLOAD

Office Depot Case Study

Transera | 6/22/2016 12:45:45 PM

By moving call management for all their in-house and partner-managed sites to the cloud for a global queue, real-time dashboards and standard performance management reporting, Office Depot reduced outsourcing costs and improved business outcomes. Read how Office Depot took global control of their 34 contact centers on 4 continents with over 3000 agents handling 20 million customer interactions a year and reduced their speed of answer from 30-40 seconds to under 10 and their abandoned rate from 3-4% to less than 1%.

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Metrics Infographic

Transera | 6/22/2016 12:44:29 PM

90% of of consumers still prefer the telephone for customer service. This Infographic brings together some key statistics as to why quality phone support is still important, the potential impact on customer retention, satisfaction and sales and the metrics companies are measuring as a result.

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7 Tips for More Effective Call Center Scheduling

Monet Software | 6/21/2016 11:46:26 AM

In these challenging economic times, every call, every customer interaction and every dollar counts. Many CRM and contact centers still use spreadsheets or other manual tools to manage their workforce and pay dearly every day, due to inefficient schedules, overstaffing or missed service levels. We have created a list of 7 best practices for call center scheduling to not only keep your call center running efficiently, but maintain service levels, customer base and revenues growing.

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