Clarivate

APRIL 3, 2024

We explored these timely topics with a panel of experts, capturing their insights in a new white paper entitled “The future of the IP legal profession: Balancing the rise of artificial intelligence with human expertise.” You can access it here. Listen to the full panel discussion using the on-demand webinar link here. Embrace change.

Technology 59

Technology Strategy Analytics Government 59

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. White papers. Understand What Your Customers Need.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance.

Social Media 28

Social Media Customer Experience Interaction System 28

NICE inContact

AUGUST 20, 2019

For many IT systems this is about seven years. This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? Why go “cloud” or stay with an on-premises system? Why does technology have an expiration date?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

For many IT systems this is about seven years. This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? Why go “cloud” or stay with an on-premises system? Why does technology have an expiration date?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

TechSee

OCTOBER 19, 2021

An example is a homeowner who purchases a portable air-conditioner when their central air stops working and returns it once the system is repaired. For example, Simplisafe is a DIY home security system that offers 24/7 professional monitoring. Also, diagnostics tend to focus on resolving internal issues such as failures with: software.

How To 124

How To e-support Self Service Retail 124

ShepHyken

NOVEMBER 14, 2022

The introduction of digital channels, however, exposed the inflexibility of these premises-based systems. 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. My Comment: This really isn’t an article. It’s a video.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

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 Strategy Roadmap Consulting 138

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. How well does your system support omnichannel chat or email access?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Circular Edge

JULY 21, 2022

As an entry-level accounting system, QuickBooks is a logical choice for small businesses and entrepreneurs looking for an easy way to track basic finances. Download this white paper to learn how implementing a comprehensive system like NetSuite can increase efficiencies in your business operations.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. Wrap-up consists of the activities required to consummate the previous call and prepare for the next one. Customer Experience. Experience. Featured Image.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Talkdesk

JULY 20, 2020

IT leaders not only need to maintain operations and guarantee access to systems from outside the company’s network, they must do so without compromising service quality. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

Virtual Call Center 93

Virtual Call Center Call Center Contact Center Guidelines 93

Zeisler Consulting

SEPTEMBER 27, 2023

We’re inefficient and miss a lot because our processes and systems aren’t up-to-snuff. White papers and ‘studies’ abound touting the goodness and awesome results guaranteed by “doing CX” (usually defined as putting someone “in charge of CX,” whatever that means) within your company. Can we work on those ?” Well, sure.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Circular Edge

JULY 29, 2022

NetSuite delivers the real-time view of the business that manufacturers need, without the headaches and inefficiencies of disconnected and costly in-house IT systems. The right technology enables and adapts to that growth.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Clarivate

FEBRUARY 28, 2024

This subject is discussed in a forthcoming white paper from Clarivate. The Clinical Data Interchange Standards Consortium (CDISC), for example, develops and promotes global, platform-independent data standards that enable information system interoperability to improve medical research and related areas of healthcare.

Tools 59

Tools Healthcare Analysis Analytics 59

Confirmit

JUNE 24, 2018

Market Research White Papers. Confirmit is continuing to monitor developments and has been working closely with its dialer partners to come up with solutions to help customers comply with the TCPA rules and regulations. Download the whitepaper to learn more about Confirmit CATI and TCPA.

System 40

System Marketing Company Customers 40

Integrate.ai

DECEMBER 16, 2019

A recent Forrester survey found that 45% of executives have issues trusting AI systems. In our responsible AI white paper , we list the five key principles of responsible AI: Aligned: Models should be aligned to the populations they intend to benefit. The trust challenge PwC predicts that AI could deliver up to $15.7

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper.

Survey 260

Survey Customer Experience Fashion Groups 260

Talkdesk

DECEMBER 1, 2020

Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information. Knowledge Management: How information is curated, maintained and distributed across systems, taking into account searchability for agents and customers to find accurate information.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

CSM Magazine

SEPTEMBER 8, 2023

We’re now one of Salesforce’s leading Service Cloud specialists and most certified Salesforce systems integrator in Europe. In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies.

Groups 52

Groups Leadership Multi-Channel CRM 52

Clarivate

OCTOBER 5, 2023

In the latest white paper from Clarivate , three IP legal experts examine how IP legal teams can drive positive change by considering the counterintuitive, investing during uncertainty to avoid playing defence later. Is this the right time for your team to make strategic investments in new ways of working?

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

Seaton CX

MAY 24, 2023

According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. Chad designed and implemented a performance management system. At first, the system looked like a raging success. Clearly an opportunity for improvement.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

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 56

Contact Center Strategy Roadmap Consulting 56

Talkdesk

DECEMBER 10, 2020

Start by identifying alternative solutions to your current on-prem system and select several options that you think can help you attain your desired CX state and achieve your business goals. Evaluate how these alternatives will deliver on your CX strategy and objectives.

Contact Center 115

Contact Center How To Transportation Roadmap 115

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. This is where “Systems of Listening,” and the technology to support them, come in.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

datastax

JUNE 27, 2019

Creating systems that support scalability, data availability, and distributed computing will be critical for ensuring all applications run successfully and can accommodate for the larger volumes of incoming data. The Top Data Management Challenges of Hybrid Cloud (white paper). READ NOW.

Data 107

Data Management Competitive Advantage Connections 107

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Gravy Analytics

AUGUST 19, 2019

Visitations provides verified consumer visits to commercial places of interest for the 250M+ mobile devices in our system. For more information, download our white paper, ‘ Seven Factors to Consider When Evaluating Visitations Data ‘ Visitations are captured and updated daily, so you’ll always have up-to-date data to work with.

Hotels 71

Hotels Travel ROI Consulting 71

datastax

NOVEMBER 20, 2018

Relational database management systems are flexible and often very performant; they ruled the database scene throughout the 1980s and 1990s. NoSQL databases began to pop up in the 2000s to fill the gaps left by a relational database management system. The DBA’s Guide to NoSQL (white paper). Think of a dictionary.

System 98

System Connections Data Tools 98

Calabrio

JUNE 13, 2017

We have empowered our customers with the ease of self-service, there are some scenarios that even the savviest of automated systems cannot handle. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward. For these instances, only a trained contact center agent can provide assistance.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

We have empowered our customers with the ease of self-service, there are some scenarios that even the savviest of automated systems cannot handle. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward. For these instances, only a trained contact center agent can provide assistance.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

We have empowered our customers with the ease of self-service, there are some scenarios that even the savviest of automated systems cannot handle. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward. For these instances, only a trained contact center agent can provide assistance.

Self Service 100

Self Service Contact Center Call Center Training 100

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Rating systems are inherently subjective.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Data that fixes basic system problems. Establish a timetable for your transition and develop a system for communication across the company. Focus on service recovery.

How To 243

How To Social Media Analysis Feedback 243

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Genuine, human interactions can’t be duplicated by today’s artificial intelligence (AI) systems. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post.

Customer Success 51

Customer Success Customers Study Interaction 51