White Papers

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

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



CX Satisfaction Starts with Your Brand Advocates

Empower agents to provide insightful, proactive service by unlocking the power of customer data.

 

Technology Omnichannel White Papers


How to Elevate Your Customer and Agent Experience

Gone are the days when customers were satisfied with a single channel to reach your contact center.

Technology Workforce Optimization White Papers


You Can’t Afford Not to Pursue Knowledge Management

Without someone focused on optimizing knowledge, it can quickly grow stale and ineffective in meeting agent needs.

Technology White Papers


Why It’s Time for Your Contact Center to Embrace Omnichannel

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

Technology Omnichannel White Papers


Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Technology Omnichannel White Papers


Contact Centers: The Secret to Business Intelligence

Contact center data is not actionable in its raw form. It takes the right data aggregation, analytics and reporting tools to turn it into meaningful business intelligence.

Operations Reporting White Papers


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