Resource Type: eBooks

Making Customer Service a More Human Experience

Making Customer Service a More Human Experience The COVID-19 experience brought out the importance of empathy and human connection between brands and customers. Great customer experiences (CX) consist of seamless, easy interactions with fast, accurate resolutions. They are supported by intelligent cloud...

Overcoming Inertia: MOVING YOUR CONTACT CENTER TO THE CLOUD IS EASIER AND MORE CRITICAL THAN EVER

Overcoming Inertia: MOVING YOUR CONTACT CENTER TO THE CLOUD IS EASIER AND MORE CRITICAL THAN EVER Cloud technologies represent a $500B market that’s experiencing 18% compound annual growth (CAGR). More than 90% of all enterprises are in the cloud....

Gmail as a help desk-eBook

Gmail as a help desk – eBook Do excellent customer support right from Gmail. Have you been struggling to do customer support from Gmail? Do you wish your team was more efficient in handling customer emails? What you can hope to achieve...

Agility: The Strategic Imperative to Survive and Thrive in Volatile Times

Agility: The Strategic Imperative to Survive and Thrive in Volatile Times Although the strategic importance of agility is clear to many executives, what’s been less clear is the impact of agility on organizations top-line, bottom-line as well as on other holistic...

Customer Experience in a Post-COVID-19 World

Customer Experience in a Post-COVID-19 World How CX Leaders are Reinventing their Strategies to Meet Customer Expectations in the Post-Pandemic ‘New Normal’ COVID-19 has already changed CX forever. It has disrupted in-person interactions. It’s transformed customer behaviour. And it’s resulted in a...

The State of the Contact Centre: Embracing the Evolving World of Work

The State of the Contact Centre: Embracing the Evolving World of Work HOW LEADING CONTACT CENTRES ARE TURNING FORCED CHANGES INTO FUTURE-READY STRATEGIES To gain a better understanding of what’s changed during the pandemic, as well as what the evolving world of...

4 Steps to Calculating the ROI on Customer Experience Intelligence

4 Steps to Calculating the ROI on Customer Experience Intelligence UNLOCKING THE POWER OF DATA Download the white paper to find out what four steps to use to calculate the ROI on Customer Experience Intelligence: Start discussing the value of customer touchpoints. Document your...

Revolutionise your customer journey

Revolutionise your customer journey Download this whitepaper to: Discover why customer journeys are important – how you map, orchestrate and visualise them so you can optimise your CX based on comprehensive evidence.Learn how essential insight will allow you to drive engagement at...

‘Mr Employee Experience’ Article Collection

Mr Employee Experience’ Article Collection “Employee experience is the intentional design and engineering of a high value, integrated and end-to-end employee experience. From pre-hire to retire, using the experience as a lens, we can maximize all the interactions an individual has...

Customer What?

CUSTOMER WHAT? “This book is the culmination of 24 years of working-life experiences. It is dedicated to, and my gift to, everyone who, like me, aspires to do what is right – for the customer, for the employee, and for...