White Papers

Special Report: 360-Degree Customer View

Special Report: 360-Degree Customer View

During their interactions with brands, fewer than 21% of customers believe agents truly know about them or their issues. Fewer than 26% believe agents have enough context to solve the problem at the beginning of the interaction.

If you don’t truly know and understand your customers, how can you connect with them?

It is time to change this reality. It is time to develop a 360-degree view of customers.

This report will empower you to develop that more vivid, more actionable view of your customers. With insight into who your customers are and why they are connecting, you will be able to maximize sales opportunities, deliver exemplary service, and cultivate lasting loyalty. 

Topics include:

  • Research on how brands are failing customers and agents
  • 3 crucial parts of a 360-degree view
  • 5 reasons brands don’t know their customers
  • Specific action steps for better understanding customers
  • 7 ways to use a 360-degree view to improve CX and EX


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Special Report: What To Know About CX Automation

Special Report: What To Know About CX Automation

Most customer contact thought leaders love referencing automation. Far fewer provide meaningful guidance on how to maximize the ROI of automation investments.

It is time to get practical. It is time to focus on results. It is time to make automation work for your customers, agents and businesses.

This special report takes on that challenge by looking at the realities of automation in the customer contact space. Why do we really need automation in the contact center? What use cases should you start pursuing? How can you maximize the CX and business impact? Topics include:

  • 5 urgent CX challenges you can solve with automation
  • 4 reasons self-service is failing
  • 6 ways you can use automation right now
  • 5 factors that will make-or-break your automation initiatives


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Special Report: Outsourcing In The Era Of Customer Centricity

Special Report: Outsourcing In The Era Of Customer Centricity

Customer demands have never been higher. The importance of customer centricity has never been greater.

It is because of – not in spite of – these realities that customer contact outsourcing is pivotal in today’s marketplace. Rather than focusing on the negative stigma, astute contact centers are working with BPOs to improve their analytics, leverage automation, engage customers in new channels, grow their operations and elevate agent experiences.

Granted, not all outsourcing is created equally. Some outsourcing initiatives indeed involve a decrease in customer experience quality. This report will help you avoid these common pitfalls and in turn achieve unparalleled success from outsourcing. 

Topics include:

  • 6 ways outsourcing increases customer centricity
  • 7 steps to making the most of outsourcing partnerships
  • 4 signs of an elite outsourcing provider
  • Impact of omnichannel engagement, automation and analytics technology on outsourcing strategy


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Special Report: Choosing an AI Partner

Special Report: Choosing an AI Partner

AI solutions are as varied as their use cases and require outcome-focused oversight. Like any technology deployment, an AI solution must solve a specific business problem. You not only need to frame the business problem accurately but also understand the different types of AI technologies that are available and how to choose the optimal solution. Once you’ve implemented it, it’s not a set-it-and-forget-it matter; you have to determine how you’ll measure the success of the technology using the “before AI” and “after AI” metrics that matter most to your organization. On top of that, someone has to manage the AI solution on an ongoing basis. 

With so many pivotal considerations to make, it’s crucial for organizations to do ample research before they buy. In this Special Report on ‘Choosing an AI Partner,’ you’ll learn:

What types of AI solutions are available and their optimal uses cases

  • 5 key business outcomes you can achieve with an AI solution
  • 3 important pre- and post-purchase considerations to align the technology with your organization’s mission
  • Implementation - who should use and manage the AI solution?


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Special Report:Self-Service

Special Report:Self-Service

Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.

As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent expect to find self-service applications on a company’s website.

Self-service technologies have expanded to include chatbots, video tutorials and knowledge bases, online forums, AI-powered personal shoppers, voice assistants, mobile apps and more - each optimized for specific use cases.

It puts pressure on businesses to provide a seamless omnichannel experience that empowers their customers.

In this Special Report, you’ll discover:

  • State of the industry: how do today's companies use self-service?
  • The 8 types of self-service technologies and their best use cases
  • The 8 business outcomes you can achieve with self-service 
  • How brands like Home Depot, Amazon, Squarespace, 7-Eleven and more use self-service


If you would like a copy of the article sent directly to you, please contact us here.