White Papers

White Papers

5 Steps to Creating a Competitive Customer Experience

5 Steps to Creating a Competitive Customer Experience

By 2020 customer experience will overtake price and product as a key brand differentiator. In other words, in the near future, the product or service you’re delivering won’t be as important to your customers as the experience they have when they interact with your business. That’s why creating a customer-first culture—one dedicated to delivering the best customer experiences possible—should be top of mind for organizations today. Read this white paper to discover the proven five step process to creating a competitive differentiation based on the customer ...Read More

6 Ways to Elevate Your Customer Experience with WFO

6 Ways to Elevate Your Customer Experience with WFO

Company brands and customer experience are becoming synonymous. Companies need a well-thought-through customer experience strategy that sets their company apart from the competition in order to grow their top and bottom lines and generate customer loyalty. Download this white paper to learn six ways to elevate the customer experience you deliver leveraging a workforce optimization platform.

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The 3 Es for Taking Your Customer Experience Over the Top

The 3 Es for Taking Your Customer Experience Over the Top

Customer experience is and will continue to be the trendy business phrase. In fact, some analysts are predicting that by the year 2020, customer experience will overtake price and product as the key brand differentiator. So how do you get in the game? Start your research or begin your journey here. Download this white paper to learn the three “Es” for taking your customer experience over the top without the need for a technology overhaul.

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How Good is Your Quality Management Software?

How Good is Your Quality Management Software?

Delivering an exceptional customer experience requires constant customer interaction evaluation and analysis to ensure agents are delivering service that aligns with your contact center’s goals and objectives. Quality management is the tool to help you evaluate how well agents are delivering on your customer experience vision. Most importantly quality management programs can enable you to drive your customer experience vision into your operating culture where all agents deeply understand and exhibit service behaviors to meet your strategic objectives. Download this short checklist to determine how well your q...Read More

8 Ways to Get the Most From Your Customer Feedback

8 Ways to Get the Most From Your Customer Feedback

The voice of your customer (VoC) has the power to transform your business. Deeply understanding what your customers really think about your products, services and your contact center can generate additional revenue, upsell opportunities, brand loyalty and profit. Download this white paper to get eight tips for getting the most value from your customer feedback/VoC programs.

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The Definitive Planning Guide for Improving the Customer Experience You Deliver

The Definitive Planning Guide for Improving the Customer Experience You Deliver

Contact center executives are always tasked with improving the customer experience they deliver with little additional resources in either money or staff.

So where do you start to ensure that you get the most return on your investment? It all begins with planning. Your contact center strategy must have a clear set of priorities that aligns with your customer experience vision statement and guiding principles.

This step-by-step guide helps you create a strategy and roadmap to increase your customer experience and your contact center’s effectiveness and internal return-on-investment. Following t...Read More

Building a Best Practice Quality Management Program

Building a Best Practice Quality Management Program

A best practice quality management (QM) program can be the key to improving your customer experience. Quality management is the process of evaluating business processes and customer interactions to ensure that contact centers are delivering service that aligns with their customer experience vision.

An effective quality management process enables contact center leaders to evaluate and score customer interactions by listening to call recordings and reviewing chats and emails to ensure the service that agents deliver corresponds to the contact center’s goals and objectives.

Quality management pro...Read More

Why Cloud May Be Your Best Option for Quality Management and Improved Customer Experience

Why Cloud May Be Your Best Option for Quality Management and Improved Customer Experience

Providing an exceptional customer experience requires exceptional contact center agents. While routing applications address getting an interaction to the right agent resource, quality management helps contact center management train and prepare its staff to optimally process those interactions. The cloud is increasingly being seen as a viable alternative for both types of applications.

Download this white paper to discover how the emergence of cloud-based workforce optimization solutions are helping companies save money and gain access to sophisticated quality management capabilities that enable contact cen...Read More

Workforce Optimization in the Cloud - The Next Frontier for WFO

Workforce Optimization in the Cloud - The Next Frontier for WFO

The next frontier for WFO is the cloud. “WFO in the cloud” is a game changer that levels the playing field, as the cloud enables anyone with access to the Internet to take full advantage of WFO capabilities. Contact centers of all sizes, shapes and functions can now get the robust WFO capabilities they need without the large capital investment or the need to manage and maintain the solution.

In this white paper, you’ll learn why more and more contact centers are adopting WFO cloud applications, key questions to ask your vendor, how to get started and how a cloud-based WFO application can h...Read More

Coach and Learn: 7 Tips for Happy Agents and Delighted Customers

Coach and Learn: 7 Tips for Happy Agents and Delighted Customers

Industry analysts estimate that contact centers spend up to 70% of their annual operating budgets on expenses associated with staffing, such as recruiting, salaries, benefits, bonuses and other personnel costs.

The best way to get the most from your team is to proactively arm agents, through coaching and learning, with the tools they need to deliver the best customer experience.

When your people have the knowledge and skills to give your customers what they want, you are positioning your company for long-term customer loyalty, revenue growth and success. Learn seven tips for happy agents and delight...Read More

Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers

Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers

Consumers want what they want, and they want it now. How are you keeping up with that kind of demand? Why will your customers choose you over someone else?

If you believe you are customer- driven, and you act like you’re customer-driven, then you’re off to a good start. And, with the right solutions in place to help you deliver the best customer experience possible, you have a good chance of remaining relevant and top of mind with your clients. So how can you get there? In this paper, you’ll learn the top five acronyms, phrases and concepts you need to understand as you plan your technolog...Read More

Real-Time Speech Analytics Improves the Customer Experience

Real-Time Speech Analytics Improves the Customer Experience

  • Are you feeling the pressure from customers to up the ante on your service or experience?
  • Do you spend too much time resolving customer issues past the initial contact?
  • Would your business change if you could identify at-risk customers in real time?

In this white paper, you will learn how using real-time speech analytics can alter call outcomes by enabling you to take action when it is needed most – in the moment. Identify issues in real time, and respond to them immediately. Increase customer satisfaction and improve agent effectiveness while reducing ...Read More

Analytics Energizes the QA Process

Analytics Energizes the QA Process

Complimentary DMG White Paper Courtesy of KnoahSoft.
  • Are your agents spending endless hours listening to every recorded call?
  • Do your supervisors spend enough time with your customers and agents?
  • When did you last consider your agent evaluation tool's effectiveness?

Identify how you can save time and improve performance through Analytics-enabled QA. Consider the effectiveness of your agent evaluation tools with the tips provided. Learn how to gain approval from your senior management and map out your top 5 benefits speech...Read More

Enterprise Goals with Balanced Score Cards

Enterprise Goals with Balanced Score Cards

Complimentary DMG Whitepaper Courtesy of KnoahSoft.

Many contact centers invest a great deal of time and effort in providing agents with timely feedback about standard KPIs but don't link that performance to the impact on the overall customer experience.

Download this white paper to learn how to use balanced scorecards to shift from measuring individual metrics to evaluating how well each agent is helping the enterprise and contact center achieve their goals. This paper includes nine key steps for building a balanced scorecard, successfully r...Read More

Revolutionizing QA with Speech Analytics

Revolutionizing QA with Speech Analytics

Complimentary DMG White Paper Courtesy of KnoahSoft.

Speech analytics software can revolutionize the quality assurance function within the contact center by reducing the amount of time managers spend looking for calls to review by 80 percent. Speech-enabled precision monitoring allows 100 percent of calls to be captured, categorized and analyzed for trends and patterns which frees up managers to help with customer calls and coaching agents.

Download this white paper to learn how transitioning from traditional to precision mon...Read More

WFO in the Financial Services Industry

WFO in the Financial Services Industry

By Paul Stockford, Analyst, Saddletree Research

In order to bolster customer service and meet customer care goals within stricter cost constraints, many financial institutions are turning to workforce optimization (WFO) solutions. In fact, in a recent Saddletree survey, the top 5 technology purchases currently being evaluated by financial organizations are WFO solutions..

Download this white paper to learn the foundational and emerging WFO technologies that are available today and why these solutions are an essential componen...Read More

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