White Papers

Suppliers share their story, in their own words, about how their products and services can help you accomplish your objectives.

7 Steps to Superior CX

Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.

Strategy Customer Experience White Papers


Workforce Management Evolution

WFM is an operating culture and philosophy, not just software.

Technology Workforce Optimization White Papers


Making Employee Experience a Priority in a Customer-Centric World

Why don’t companies offer the same respect and dedicated effort they apply to resolve their customers’ poor experience to fix their employees’ poor experience?

Technology Software Platforms White Papers


What, Exactly, Makes for Great CX?

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Technology Omnichannel White Papers


Executive Interview with Matt McConnell, CEO of Intradiem

Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

Technology Workforce Optimization White Papers


Q&A with the Customer Service Summit’s Jasmine Kees

We are driving forward a movement to recognize the value that customer service teams bring to a business as more than ‘just a cost-center.

Strategy Customer Experience White Papers


Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

Technology Omnichannel White Papers


A Q&A with the Contact Center Virtual Summit’s Jim Rembach

When you take into consideration the learning options for people, the cost, the time they require to be offline from work or away from home, a virtual conference makes total sense.

People Development White Papers


Let’s Chat About Chatbots

The best deployments use chatbots selectively, leverage AI and seamlessly hand off any collected information.

Technology Artificial Intelligence White Papers


How AI Is Reducing Handle Time and Improving the Customer Experience

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make KM effective.

Technology Artificial Intelligence White Papers


Seamless Self-Service Starts in the Contact Center

Modern consumers want to self-service if they can do so in an efficient and effective manner.

Technology Self-Service White Papers


Unymira Q&A

Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.

Operations Workforce Management Technology White Papers


Building Customer Trust: 3 Tips That Will Make a Big Difference

Understanding as much about a complaint as early as possible can really help to ensure an appropriate response.

Technology Software Platforms White Papers


Could Your New Seasonal Employee Be a Robot?

RPA can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to...

Technology Assisted Service White Papers



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