Whitepapers

Five strategies to engage customers and prospects in a competitively differentiating, multichannel experience are detailed in this whitepaper (don't worry, we're not giving anything away)...
Strategy 1: Understand How Customers Define Customer Experience Strategy 2: Satisfaction Has Become a Given. Engagement is Now the Critical Competitive Differentiator.
Strategy 3: Rethink How You Engage With Customers; the Reciprocity of Value Equation.
Strategy 4: Provide Personalized Experiences and Communication.
Strategy 5: Achieve a Multichannel Experience.

Aberdeen Group’s Omer Minkara reveals how best-in-class brands create dedicated CEM programs with the ability to:

• Create a single view of customer data across the organization
• Leverage analytical tools
• Manage omnichannel interactions to maximize FCR
• Listen to the voice of the customer

The contact center is no longer perceived strictly as a "cost center." That does not mean its performance is under any less scrutiny. Results remain the name of the game in the contact center, and that means every aspect of the operation - from the objectives that are established, to the metrics that are applied, to the agents that are hired. Call Center IQ's 2015 Executive Report on Contact Center Performance & Operations investigates all such issues -- and arms readers with a research-driven, expert-guided pathway to success.

We've compiled 31 trends, tips and tricks shared by Marketing Hall-of-Famer and CX Impact past speaker Ernan Roman. The report includes:

• 7 game-changing trends to engage customers
• 6 CX mistakes you don’t want to make
• 5 tips to use customer data to deliver value
• 3 tips for involving customers in your brand
• And more!