Clarivate

DECEMBER 18, 2023

Rapid advancements in artificial intelligence will undoubtedly influence intellectual property law and practice , forcing IP practitioners and their technology partners to reevaluate certain assumptions in how IP is created, protected and managed. What did we learn?

Resources 59

Resources Case Study Innovation Report 59

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Download the white paper today. Think again.

Contact Center 137

Contact Center Chatbots Call Center Study 137

Calabrio

SEPTEMBER 21, 2016

Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Blake Morgan

FEBRUARY 1, 2023

Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. These trends cover everything from leveraging technology to easing customers’ fears about the economy. Are you feeling the strain of a strange new year? You’re not alone.

Trends 111

Trends Customer Experience Consumers Customers 111

Clarivate

JANUARY 30, 2023

With technologies converging and industries overlapping, telecoms impact nearly every business today in some way. Whether your company is a SEP owner or implements technologies using SEPs, you need to be aware of the current technological and legal landscape around SEPs.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

datastax

DECEMBER 20, 2018

It’s safe to say that the technology partner and ecosystem team at DataStax is in love with DataStax Enterprise (DSE) 6.7. enhancements that come from technology partners: Flexible Monitoring. White paper: Introduction to the Active Everywhere Database. Here are the key DSE 6.7 Easier Data Ingest. In DSE 6.7, READ NOW.

Technology 81

Technology Metrics Video Training 81

TechSee

MARCH 12, 2019

This visual automation, which harnesses the power of computer vision technologies to enable a variety of agent-related tasks to be completed automatically or semi-automatically, delivers greater efficiency and cost savings through intelligent decision support tools. Computer Vision technologies. The Power of Visual Automation.

Self Service 112

Self Service Contact Center Net Promoter Score Contact Center Workflow 112

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

Uniphore

JANUARY 26, 2017

Click to Read White Paper. Widespread adoption of this digital technology is taking place rapidly. Introduction. Visual IVR has gone mainstream. 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.

Engagement 140

Engagement Technology 140

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

TechSee

OCTOBER 19, 2021

Customer Support personnel often employ the technology during the warranty and post-warranty period if they’ve ruled out more fundamental causes of a product failure. The technology enables remote agents or experts to see what their customers see through their smartphone cameras and visually guide them to resolutions.

How To 124

How To e-support Retail Self Service 124

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

Comparison 79

Comparison Contact Center Connections Communication 79

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

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

Quadient

MAY 23, 2022

The company has perfected technology that speeds and simplifies the internal processes that ensure essential information gets to the right people at the right time with intelligent integration. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies. Principal of Pelorus Associates.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

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. The world seems to be moving at breakneck speed.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

CSM Magazine

SEPTEMBER 8, 2023

In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies. Thanks to our knowledge of the market and the way it has been evolving in recent years, we’ve shaped our business strategy around the convergence of the contact centre, AI and CRM landscapes. What does this mean for the industry?

Groups 52

Groups Leadership Multi-Channel CRM 52

Circular Edge

JULY 29, 2022

The right technology enables and adapts to that growth. Download this white paper to understand many of the issues that manufacturers and distributors typically face, and why so many have decided to move to NetSuite—the #1 cloud ERP for manufacturing companies.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Talkdesk

MAY 22, 2020

I spoke to professionals in similar businesses that have implemented the same technology or process. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space. Now, how does your new idea save money or make money?

Contact Center 94

Contact Center Comparison Call Center Data 94

Clarivate

FEBRUARY 28, 2024

These conditions, affecting small patient populations and characterized by diverse clinical manifestations, demand innovative approaches and cutting-edge technologies to drive research and commercialization forward. This subject is discussed in a forthcoming white paper from Clarivate.

Tools 59

Tools Healthcare Analysis Analytics 59

ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. When companies don’t have an agile mindset, it can be difficult for them to adjust to how rapidly technology changes. How fast is technology changing?

Chatbots 124

Chatbots Contact Center e-support Social Media 124

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.

Customer Success 80

Customer Success Loyalty eBook Conference 80

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. With the right technology and use cases, companies will be able to fully automate the handling of a growing number of inquiries and transaction types.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

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. “The investment we made in an IPMS, both in time and financially, has taken our technology to the next level.”

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

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.” McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. The Importance of VOC to CX.

How To 243

How To Social Media Analysis Feedback 243

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

Topdown

MAY 28, 2019

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic.

Communication 48

Communication eBook Customers Technology 48

Vonage

FEBRUARY 13, 2017

In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more. To learn more about excelling in sales and service, take a look at our selection of insight-packed white papers.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Integrate.ai

DECEMBER 16, 2019

trillion of business value by 2030 —but there’s a lot of work to be done first and adopting AI in a way that preserves customer privacy is critical if this new technology is to deliver on its promise. And if you want to dig deeper into the responsible AI fundamentals, check out our white paper on the subject.

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

SaleMove

JULY 9, 2021

The Property and Casualty (P&C) insurance industry is being dramatically transformed by digital technologies that are shifting the customer relationship back to the carriers. Request Glia’s white paper to learn how you can Supercharge P&C Insurance Sales with the Digital Experience.

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

Vonage

SEPTEMBER 8, 2017

You need to ensure you have the right technology to monitor social media engagement and the levels of staffing to deliver a service that’s efficient. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy. Not extending opening hours for social media.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

OCTOBER 2, 2017

You need to ensure you have the right technology to monitor social media engagement and the levels of staffing to deliver a service that’s efficient. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Talkdesk

DECEMBER 10, 2020

Your stakeholders can include the project manager and sponsors, which could be your chief executive officer (CEO), chief information officer (CIO) or chief technology officer (CTO). Get started by downloading the free kit: The post How to build a cloud contact center business case appeared first on Talkdesk.

Contact Center 115

Contact Center How To Transportation Roadmap 115

datastax

JUNE 27, 2019

Managing how data enters the organization is critical for an organization that’s growing rapidly and accommodating for new technologies. The Top Data Management Challenges of Hybrid Cloud (white paper). Handling the Influx of New Data. READ NOW.

Data 107

Data Management Competitive Advantage Connections 107