Whitepapers

Market Study: Contact Center of 2025 - A Roadmap

Market Study: Contact Center of 2025 - A Roadmap

Our Market Study on the Contact Center of 2025 will help you adopt this forward-looking, customer-centric approach to the contact center. You'll learn which trends to embrace, which "worst practices" to overcome, and how to make the most of opportunities in omnichannel, automation and customer intelligence.

Topics include:

• The biggest contact center stereotypes you NEED to eliminate by 2025.

• 5 trends that will define the contact center of 2025.

• Metrics and objectives that will matter most in 2025

• Tips for benchmarking your contact center

• Ways to elevate your voice of the customer strategy

• Steps to prepare your team for the impact of automation

• Stats on how phone, bots, messaging and more will factor into 2025

Special Report: Customer Trust

Special Report: Customer Trust

Your customers don't trust you or your fellow brands. New consumer research confirms that they don't believe experiences are majorly improving and do not believe brands take their feedback seriously. Worse, they frequently hear horror stories about data breaches and abuse.

It is time to change this reality. It is time to win back your customers' trust and wallet share.

By helping you make your experience more frictionless, more personalized, more omnichannel and more secure, this special report will help you become a brand customers want to support.

Topics include:

• 4 signs of a trustworthy customer experience

• 6 reasons you're losing your customers' trust

• 6 ways to create a more trustworthy experience

• Tips for increasing personalization, boosting security and reducing effort across all channels

How to Choose a WFM Provider

How to Choose a WFM Provider

Every contact center leader’s job is to balance the omnipresent tension between achieving expected service levels and managing operational costs. This delicate balance comes with other considerations like the employee experience and it’s knock-on effect on the customer experience.

Workforce management has never been more important in a day and age where agents expect flexible schedules, self-service, integrated desktops and simple interfaces. 

In this How To Guide, you’ll learn about forecasting labor requirements in the contact center, scheduling staff and managing employee performance.

Discover how to tailor your WFM strategy to the demands of the modern omnichannel contact center, where agents are likely to interact with multiple customers simultaneously across various channels rather than every agent being on the phone.

Finally, learn how you can use AI and machine learning to optimize your workforce management strategy to improve customer satisfaction and agent satisfaction, decrease costs and drive revenue.

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

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


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

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


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

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?


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

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

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

Special Report: Customer Journey Mapping

Special Report: Customer Journey Mapping

In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers.

This Special Report on Customer Journeys will help you avoid those pitfalls.

Not simply a call to think about customer journeys, this report explores how to leverage journey maps to orchestrate frictionless, personalized, engaging experiences across all channels.

Topics include:

  • 3 ways to increase customer centricity with journey maps
  • 6 ways to drive business results with journey maps
  • 5 challenges to mapping (and improving) customer journeys
  • 5 steps for meaningfully elevating the customer experience
Special Report: Contact Center Security, Authentication & Fraud Prevention

Special Report: Contact Center Security, Authentication & Fraud Prevention

The contact center is under siege, and many organizations are greatly unprepared.


Still reliant upon antiquated, insufficient authentication techniques, these organizations leave their contact centers – particularly the voice channel – vulnerable.  Worse, these ineffective endeavors actually hurt the customer experience.  They make interactions slower and more frustrating.


It is time to fix this problem.  It is time to pair authentication and fraud prevention in a way that creates more security and more agent and customer satisfaction.  This report explores the customer-centric way to strengthen security.  Topics include:

  • 5 reasons contact centers are vulnerable
  • Six imperatives for contact center authentication and fraud prevention
  • 3 ways customer demands are impacting the state of security
  • Tips, tools, and metrics for strengthening the contact center
  • 4 ways authentication and fraud prevention can add value to the customer experience