Jon Arnold

JULY 6, 2023

I recently did a white paper for Enreach about the growing role of mobility for collaboration, and soon after its release, Doug Green interviewed me about it for his widely-followed Telecom Reseller podcast. Still catching up from being offline last week, and here’s another ICYMI shout-out.

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Jon Arnold

FEBRUARY 2, 2023

Got a new white paper to share - this one is for NICE , and is a bit of a sequel to an earlier white paper I did for them. I touched on it briefly during a webinar last week, and to get the full story, here’s the registration link for downloading.

Contact Center 59

Contact Center 59

Spearline

APRIL 7, 2021

In this white paper, we examine the efficiencies and quality improvements that can be achieved through the use of appropriate vendor management techniques. Download our free white paper. Find out more about Spearline. Please send us a brief message, and we will be in contact with you shortly.

Telecommunications 52

Telecommunications Morale Benchmark Management 52

Jon Arnold

NOVEMBER 2, 2021

This last scenario applies to my latest white paper, and most recent white paper done for Cisco. Things are changing quickly in this space and this white paper is a good example of how vendors are trying to educate the market in terms of how to respond.

Enterprise 76

Enterprise Customer Experience Contact Center Education 76

Aspect

MARCH 10, 2020

Download the white paper Frost & Sullivan: The Analytics-Driven Contact Center 2019. . The post [White Paper] Frost & Sullivan: The Analytics-Driven Contact Center appeared first on Aspect Blogs. Build, retain and nurture a stronger customer base through customer journey analytics .

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

Best practices 52

Best practices Government SaaS Technology 52

Jon Arnold

NOVEMBER 12, 2020

This white paper has been in the works for some time with Mitel , and has launched today. Being long-form content, the white paper is gated on their website, and here’s the registration page to download it. To support it, they’ve issued a press release , and you can read about the details there.

Contact Center 52

Contact Center 52

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Multichannel Call Center Customer Service 62

Jon Arnold

JULY 14, 2020

As part of RingCentral’s recent launch of RingCentral Video, I was commissioned to produce white paper, mainly to explain the problem set around meetings, and the various ways video brings value to make them more effective. This one has been a long time coming, but it’s finally public.

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CustomerGauge

APRIL 5, 2017

Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. The post Net Promoter® White Paper: Next-Generation Net Promoter® appeared first on CustomerGauge. See how this new model evolved over time to become the current industry-standard for Net Promoter Score and the NPS® […].

industry standards 60

industry standards 60

Jon Arnold

FEBRUARY 15, 2019

I write my fair share of white papers, and when combined with a webinar, they can be effective demand generation tools for vendors and providers. My latest one here is with 8x8 , where I prepared a white paper focused on how cloud can really help SMBs take advantage of today’s UC offerings.

Marketing 45

Marketing 45

TechSee

OCTOBER 7, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Download our white paper and industry report today to uncover the full potential of these technologies for your business. Ready to realize the financial and environmental benefits of visual AI?

First call resolution 124

First call resolution Transportation Customer retention Technology 124

Jon Arnold

FEBRUARY 12, 2018

Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper.

Contact Center 45

Contact Center Education Marketing 45

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Going forward, what will these trends be? Look no further … we have you covered! Investing in Agents. Voice-Powered Technology (VPT). Artificial Intelligence (AI): Hero or Villain?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

ijgolding

DECEMBER 2, 2015

Almighty Chief Strategy Officer Ian Fitzpatrick recently wrote and published the white paper, “Hearts, Then Charts,” which offers a practical framework for aligning organizations with their customers to create a customer-centric culture. You can view and download the full White Paper here. Bean and OxFam.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

Contact Center Pipeline

OCTOBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

contact center solutions 290

contact center solutions Contact Center Marketing Call Center 290

TechSee

SEPTEMBER 30, 2024

To gain deeper insights into the impact of these technologies, make sure to download our white paper. Download our white paper today to uncover the full potential of these technologies for your business. Don’t Miss Out on More Insights Ready to transform your customer experience with visual AI?

Automotive 109

Automotive First call resolution Healthcare Scripts 109

Jon Arnold

DECEMBER 5, 2017

We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value. The paper was just published today, and details are here on their website to get it.

Contact Center 0

Contact Center Customer Experience 0

Cisco - Contact Center

MAY 6, 2024

The Cisco IOS XE Model Driven Telemetry White Paper has arrived! What are the benefits of understanding this white paper? The wait is over! The industry is shifting from using SNMP to using YANG… Read more on Cisco Blogs

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Fonolo

MAY 24, 2018

If you run a call center, change is familiar. The functionality and technology is more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different.

Call Center 87

Call Center Benchmark Metrics Analytics 87

TechSee

OCTOBER 17, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Download our white paper and industry report today to uncover the full potential of these technologies for your business. Ready to increase customer loyalty and reap the financial rewards of visual AI?

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. And: It’s time for you to win. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self service 52

Self service Benchmark Chatbots Enterprise 52

Zappix

JULY 15, 2024

This white paper explores the importance of converting referrals and the financial pitfalls hospitals face when they fail to do so at a high rate. However, the effectiveness of a hospital’s referral conversion process significantly impacts patient health outcomes and the institution’s financial health.

Healthcare 52

Healthcare 52

CCNG

AUGUST 17, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Start organically and build a powerful network of experienced peers you can reach out to throughout your career. Check back for more ways you can build a truly powerful professional network. ?For

Best practices 195

Best practices CCNG Enterprise Contact Center 195

Fonolo

MAY 31, 2018

“I feel the need , the need for speed !”. In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). While it wasn’t intended to evoke the relationship between business and consumer, over 30 years later, it speaks directly to the state of CS today.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Zappix

JULY 2, 2024

This white paper explores the shifting paradigm of customer care outsourcing, highlighting its emergence as a strategic tool for businesses seeking to enhance their customer experience capabilities.

Customer Care 52

Customer Care outsourcing Interactive Voice Response Analytics 52

CCNG

AUGUST 3, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. ?For You’ll get a pdf you can save and share and immediate access to the content online. ??To

Best practices 195

Best practices CCNG Marketing Personalization 195

CCNG

JUNE 15, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. ?For You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices 195

Best practices CCNG Consulting Consulting 195

CCNG

OCTOBER 5, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices 195

Best practices CCNG 195

CCNG

JULY 6, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. ?For You’ll get a.pdf you can save and share and immediate access to the content online.???

Best practices 195

Best practices CCNG Benchmark Consulting 195

CCNG

DECEMBER 1, 2022

For a complete list of our best-practices you can use this link for a copy of the full white paper. If you find they’re useful to a conversation or a colleague in another sphere … we hope you’ll share them. ?For You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices 195

Best practices CCNG Personalization Customer Service 195

Inbenta

APRIL 10, 2024

In this white paper, you’ll learn the most effective use cases of AI to improve banking relationships at scale while maintaining compliance. AI-powered tools represent a new opportunity for banks to encourage self-service, boost NPS, and enhance customer experience.

Banking 52

Banking Self service Chatbots Customer Service 52