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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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5 IVR Innovations You Can’t Afford to Ignore – IVR in An Omni-channel World Guide

Nuance | 2/21/2017 2:13:17 PM

The phone channel continues to be the most direct way to resolve customer issues and escalations. Yet many IVRs haven’t been updated in years to reflect new technology and changing consumer trends. As a result, callers are left frustrated—at their critical time of need—when they could be delighted instead.

Download the "IVR in an Omni-channel World" guide to learn more about IVR innovations such as:

• Visual IVR – deliver helpful content to a caller’s mobile device to assist them further during an IVR interaction.
• IVR-to-Digital – enable callers to move from the IVR to digital channels such as SMS chat.
• Automation Assist – empower live agents to silently assist during automated exchanges if needed.
• Voice Biometrics – replace frustrating, time-consuming verification processes by letting customers authenticate with their voice.
• Outbound Reminders and Alerts – notify customers about critical information ahead of time to deflect inbound calls.

If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service.

FREE PDF DOWNLOAD

Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Serenova | 2/8/2017 1:10:57 PM

Traditionally, the contact center has been positioned purely as a voice only sales and service center. It was the central point for solving customer problems and had everything to do with improving fast call resolution, minimizing hold times and scripting perfection.

Fast forward to a new decade and progressive companies are realizing these customer connection points can be maximized by focusing on the customer experience. In the new engagement center model, leading companies are interacting with customers anywhere and everywhere – both when they reach out (via phone, email, chat, SMS) and in their everyday experiences.

To develop a truly effective engagement center, communication needs to flow in both directions and tabs need to be kept on customer sentiment from multiple touch points including social networks such as Facebook and Twitter.

This e-book will outline the top 5 trends progressive companies are addressing to transform their contact center into a true engagement center, all designed to keep customers coming back for more and sharing positive feedback with their networks.

FREE PDF DOWNLOAD

Unleash Your Contact Center’s Potential - The Cloud as Catalyst for Operational Transformation

Serenova | 2/8/2017 11:56:54 AM

Imagine a contact center operating at the top of its game. New
media options for self-service and assisted service deliver cost
savings and customer satisfaction. Performance management optimizes center operations while streamlining end-to-end workflows. Alternative workplace models provide new ways to attract and retain the most talented employees. Instead of a tightly wound coil nearing its break point, the center uses its energy to spring into action no matter what management, customers, or competitors might throw at them.

With the right tools and accompanying operational plan, this vision isn’t far-fetched. Cloud-based contact center technology solutions can unleash the center’s potential and harness the power of the people and processes in new ways. It brings exciting new possibilities to the day-to-day operations, enabling frontline staff and support resources to optimize the customer experience at the same time they achieve internal business goals.

FREE PDF DOWNLOAD

The Modern Contact Center: Finding Value in Cloud-First, API-Driven Models

Serenova | 2/8/2017 11:55:28 AM

Many contact center operators find themselves at a crossroads. They must find ways of increasing agility, and running more efficiently and cost effectively. They’ve got to dig themselves out of the past and propel themselves into the future. And this they must do amid a rapidly changing market. As providers consolidate, contact center operators can face uncertainty about ongoing iteration and support for their installed products. Managing a traditional contact center has never been more challenging.

Fortunately, the use of cloud-delivered applications and cloud-resident infrastructure and platforms for core business requirements has continued trending upwards and moving upmarket. Uptake of cloud communications, including contact center functionality, is no exception. In alignment with emerging corporate strategies prioritizing cloud options, organizations of all sizes increasingly are finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software.

FREE PDF DOWNLOAD

Winning the Expectations Game in Customer Care

Nuance | 1/30/2017 12:59:50 PM

The pressure is on to meet rising consumer demands for easy, effortless and integrated service experiences across an ever-growing number of channels. As a result, the customer care delivery model is about to change dramatically, according to researchers at McKinsey and Company.

Download their latest research report “Winning the Expectations Game in Customer Care” to learn:

• The five trends that will shake up today’s customer care delivery model and change the role of your contact center.
• How automation is rapidly changing the requirements of traditional contact centers.
• Why technologies such as virtual assistants and bots will ultimately serve as gatekeepers to critical channels such as voice, chat and IVRs.
• The top priorities of customer care leaders in 2017 and beyond.

Don’t miss this compelling report on how to best position your organization to maximize customer loyalty and revenue in the next five years.

FREE PDF DOWNLOAD

CRM Success: Top Impacts to the Success of CRM Implementations

Avtex | 8/31/2016 11:45:33 AM

Customer relationships are complex. Today, more than ever before, implementations of these relationships touch larger lines of business and require multiple stakeholders of reviewers and approvers. Modern Customer Relationship Management (CRM) solutions are now layers of back-end connections and systems, growing exponentially in capabilities. As a result, the modern CRM system houses data and information that not only manages the day-to-day and forecasted operations of multiple departments, such as sales and marketing departments, but also produces metrics about the effectiveness of their initiatives.

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Executive Guide: 4 Strategies to Improve First Call Resolution

Nuance | 8/30/2016 5:25:37 PM

First Call Resolution (FCR) is a key contact center metric that serves as a guidepost for gauging operational performance and improving customer satisfaction. But it’s also one of the most difficult to properly evaluate and improve. Learn proven strategies used by the world’s largest contact centers to increate FCR rates, reduce costs and improve customer satisfaction and loyalty.

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Forrester Research: Good Alone, Better Together: Integrating Chat and Virtual Agents

Nuance | 8/30/2016 5:24:12 PM

In their quest to deliver an improved Web service experience, leading companies have turned to virtual assistants and live chat, deployed either standalone or side-by-side. But according to Forrester Research, companies are missing a huge opportunity by not fully integrating the two—considering those who have are realizing higher-than-average CSAT scores, increased sales and reduced operational costs. Learn how an integrated Web self-service approach can help you improve customer satisfaction and loyalty, while lowering costs.

FREE PDF DOWNLOAD

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
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