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Voice of The Customer: Stop Just Collecting Data, Act On It!

This report highlights the growing role that voice of the customer (VoC) programs play in helping organizations meet and exceed buyer needs. As part of our analysis, we’ll observe the business value of implementing a modern VoC program. We will also address the most common challenges preventing companies from achieving desired results.

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DMG Consulting: Using Interaction Analytics to Improve the Customer Journey

Customer journey analytics is a big-data solution that captures, measures, analyses, and evaluates the quality and outcome of the customer (or prospect) experiences throughout all interactions, for all customer-facing touch points, channels and activities. This includes branch/storefront, back-office, in person sales, website, social media, contact center (interactive voice response (IVR), web self-service live agent, phone, email, chat, SMS, video, social customer care, etc.) activities, as well as all actions initiated by a customer or an employee on the customer’s behalf. This is a broad definition that addresses all aspects of a customer’s or prospect’s relationship with an organization. CJA solutions are intended to help organizations view the customer experience from the customer/member/constituent perspective.

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The Inner Circle Guide to Customer Interaction Analytics 2017

“The Inner Circle Guides” are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of the implementing and using these technologies, and a view on what the future holds.

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Customer Experience Management Executive’s Agenda 2017: A Data-Driven Approach to Delight Customers

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (ie coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

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Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (ie coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

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Convert Voice of the Customer into Business Success

This report highlights the massive returns that companies see by incorporating speech analytics. It also illustrates the building blocks that help organizations maximize the benefits they see from this technology.

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The Path to Building an Integrated VOC (Voice of Customer) Program

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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Optimize Your Customer Experience Strategy Get Data Right

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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The UK Contact Centre Decision-Maker’s Guide 2016

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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The Intelligent Contact Center: Master Low-Cost & High-Impact Customer Interactions

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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