Customer Think

JUNE 19, 2023

In a recent white paper from The Lacek Group, “Generationally Speaking: Gen Z Transforms Loyalty,” Montanna Cervenka points out that Gen Z thinks differently about influencer-driven content. While we know that consumers value the opinions of their favorite influencers, attitudes toward traditional influencer marketing are changing.

Customer Loyalty 128

Customer Loyalty 128

Confirmit

MARCH 6, 2017

A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is.

VOC 40

VOC Voice of the Customer CX Customer Experience 40

Zendesk

MAY 8, 2023

Download our free white paper to learn how AI will transform customer service and how your company can embrace and leverage the technology. Zendesk interviewed thousands of consumers across 20 countries to gain a better understanding of how consumers view AI—how they want it to be used and what makes them excited about the technology.

AI 59

AI Artificial Intelligence Touchpoint Technology 59

CX Accelerator

MARCH 14, 2019

We know this is a limited data set and its not intended to be an academic paper. DiSC and StrengthsFinder are viable alternatives.choose the resource that makes the most sense for your team and will generate the best dialog. A huge thanks to these CX professionals below who took the assessment and made this post possible!

Customer Experience 369

Customer Experience CX Education Customer Experience Management 369

Customer Think

AUGUST 24, 2023

According to the blogosphere, and based on conversations with clients, there appears to be a movement afoot to free marketing content from the shackles of registration forms and offer everything from white papers to Webinars ungated.

52

52

Fonolo

AUGUST 22, 2018

Steep targets for each team are volleyed out on black, white or dash boards. For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018. White Paper: 10 Trends That Will Disrupt Customer Service in 2018.

Contact Center 187

Contact Center Social Media Customer Service Sales 187

MyCustomer Experience

MAY 12, 2023

The following article is an excerpt of a White Paper by Customerization ’s Kira Tchernikovsky. Kira is the co-founder and CMO of this. 12th May 2023 By Thomas Wieberneit Consultant, Analyst, Advisor, Solution.

Customer Experience 52

Customer Experience 52

Customer Think

SEPTEMBER 14, 2023

(This month’s Research Round-Up features a research-based white paper by Winterberry Group that addresses the current state and future direction of B2B marketing and a wide-ranging research report by Livestorm, mention, and Jotform that is based on a global survey of marketers.)

B2B 64

B2B Outlook 64

Fonolo

NOVEMBER 30, 2017

In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Contact Center 194

Contact Center Customer Feedback Start-ups Customer Service 194

Uniphore

JANUARY 26, 2017

Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More.

Technology 140

Technology Technology 140

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Compliance 182

Compliance Contact Center Legal Government 182

Shep Hyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. Spend some time diving into this white paper, and you’ll appreciate the extra effort you might make to find the perfect partner to help you succeed. It’s a video.

Customer Service 65

Customer Service Start-ups Retail CX 65

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Zendesk

AUGUST 24, 2022

In this white paper, we explore how personalized service can create greater loyalty (and a better business). Financial institutions have a reputation for being slow to change. But one thing has remained constant through the decades: customer service.

CX 52

CX Customer Service 52

Fonolo

FEBRUARY 11, 2020

This white paper explores key areas that are sure to shake up the industry. Watch the full interview below, and then go read here to read more of our predictions for customer service industry trends in 2020 : ?. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Making your contact center omnichannel ready.

Contact Center 98

Contact Center AI Omnichannel Technology 98

Fonolo

OCTOBER 20, 2022

Read on for a quick overview of call center security, or take a deep dive on the topic with our comprehensive white paper. And employing the right solutions WILL keep your customers and your business safe. READ THE FULL GUIDE: Contact Center Security: A Guide to Keeping Your Data Safe. (It It won't cost you a penny, we promise.).

Contact Center 146

Contact Center Start-ups Technology Technology 146

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Contact Centers Leverage Self-Service.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

MyCustomer Experience

SEPTEMBER 30, 2021

BTTEC EMEA recently published a white paper exploring The Next Normal - how to build back better customer relationships after the pandemic. 30th Sep 2021. By Wayne Kay Regional VP of Sales.

Customer Relationship 59

Customer Relationship Sales 59

Fonolo

JANUARY 18, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! Congratulations to the 16 who were selected.

Customer Experience 0

Customer Experience Social Media Contact Center Customer Feedback 0

Callminer

FEBRUARY 5, 2020

For more information on leveraging Voice of the Customer solutions with data-driven strategies, as well as recognizing their impact on brand loyalty and your business’s bottom line, download our white paper, Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Confirmit

APRIL 16, 2020

In this white paper, we explore three key areas that businesses need to consider as they identify the way through the current environment: How do we support our team members? Voice of the Customer White Papers. Businesses need to understand the needs of both customers and employees in order to react effectively.

CX 52

CX Voice of the Customer Customer Relationship Customer Experience 52

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

Zendesk

JUNE 14, 2021

Read this white paper to learn more about 4 that ways small business retailers can address this paradigm shift head-on, while still being agile enough to deliver the best customer experience.

Retail 52

Retail E-commerce Omnichannel Customer Experience 52

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Employee termination letters should generally include the following details: The date of termination.

Legal 182

Legal Customer Service Compliance Contact Center 182

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights.

Contact Center 182

Contact Center Start-ups Customer Experience 182

Fonolo

DECEMBER 6, 2017

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. If so, see how Fonolo’s call-back solutions can help , and if not, head on over to onholdwith.com and search your company’s name, you might be surprised by what you find.

Contact Center 0

Contact Center Social Media Customer Satisfaction Retail 0

MyCustomer Experience

SEPTEMBER 30, 2021

BTTEC EMEA recently published a white paper exploring The Next Normal - how to build back better customer relationships after the pandemic. 30th Sep 2021. By Wayne Kay Regional VP of Sales.

Customer Relationship 52

Customer Relationship Sales 52

MyCustomer Experience

SEPTEMBER 29, 2021

TTTEC EMEA recently published a white paper exploring The Next Normal - how to build back better customer relationships after the pandemic. 29th Sep 2021. By Neil Russell-Smith Head of Marketing, EMEA.

CX 52

CX Customer Relationship 52

MyCustomer Experience

AUGUST 24, 2021

BTTEC recently published a white paper (in partnership with Forrester Research) focused on the evolution of sales and how technology is now. 24th Aug 2021. By Iain Banks Group Vice President.

Sales 52

Sales B2B Technology Technology 52

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Customer Satisfaction 182

Customer Satisfaction Contact Center Customer Experience Customer Service 182

Beyond Philosophy

JULY 6, 2023

” So, if you are a kid swimming in the pool, you can get out, pick up the phone, order a popsicle, and then an employee will appear (like a white glove service) with a popsicle. People think about these little things, like the smell of flowers or the clean, crisp appearance of white tablecloths, and use them to make decisions.

Government 78

Government Education Customer Retention Customer Experience 78

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.

Touchpoint 80

Touchpoint Education Customer Retention Customer Loyalty 80

Fonolo

MAY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. We hope to see you there! For live updates and insights from the show, follow @fonolo on Twitter. Several trends are poised to make a significant impact on contact centers around the globe.

Contact Center 62

Contact Center Education Start-ups Customer Feedback 62

Fonolo

FEBRUARY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Cap off the exercise by giving whichever team has the closest matching drawing a prize. Might I recommend a collection of Bach organ concertos?).

Contact Center 92

Contact Center Gaming Start-ups Customer Feedback 92

Zendesk

APRIL 18, 2022

If you wrote a research paper in college, you may still be haunted by the strict, seemingly arbitrary rules of citations in the MLA, APA, or CMS formats. But there was a good reason to cite your research: you, and anyone reading your paper, needed to know where you got your sources. What’s your source?

Social Media 98

Social Media CRM B2B B2C 98

Callminer

FEBRUARY 24, 2020

For information on call center agent attrition and how interaction analytics can help to curb it, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Interior Design.

Technology 207

Technology Technology Customer Satisfaction Contact Center 207

Fonolo

JANUARY 31, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. For each KPI, it shows brief explanation and then indicates which roles in the contact center should see the data, and how often. What’s Inside: A Focus on Customer Experience Strategies.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141