White Papers

Catch up with the latest trends and breakthrough ideas in the field of contact center management, outsourcing, and everything related to customer experience.

The Future of Customer Service – What Your Business Needs to Survive and Thrive Post-Pandemic

The coronavirus pandemic has affected nearly every aspect of everyday life, including the way customers behave in the marketplace. How companies respond to the effects of the pandemic is shaping customer perceptions.

Uncertainty will be the only constant when it comes to customer experience in the coming months. For companies whose success depends on providing a positive CX, it will be crucial to design an adaptable, agile approach — one that balances customer expectations with wellness and safety on both sides of the transaction.

Staying compliant with continually shifting state and local responses is equally important and directly related to providing an adjusted, positive CX.

In this analysis, we’ll look at the factors driving CX and negatively impacting the business community since the pandemic began. We’ll also outline several actionable steps companies can take to become more robust through the pandemic experience.

Recent Customer Experience White Papers
ContactPoint 360 - White Paper - The Future of Customer Experience
Guide: The Future of Customer Experience

Guide: The Future of Customer Experience

Contact centers that are equipped for the future will rely on computational linguistics, artificial intelligence, and natural language processing to improve interactions with customers. A strong omnichannel approach, allowing customers to communicate via live agents or digital service depending on their preferences and the situation will be key. An approach promoting meaningful interactions can result in both happier customers and happier agents.

Personalizing The Omnichannel Journey: Insights for Contact Center Operations
Personalizing The Omnichannel Journey: Insights for Contact Center Operations

Personalizing The Omnichannel Journey: Insights for Contact Center Operations

Across various industries, companies are shifting their approach to become more customer-centric, which leads to the reorganization of customer care strategies. Traditionally, cost was the primary consideration for customer care, resulting in a focus on efficiency. Today, however, executives realize the strong impression that customer experiences make.