SOCAP International

White Papers

  • CX Trends Forecast: A Summary of the Top 10 Disrupters

    What are this year's emerging customer experience trends? Here are the 10 customer experience disrupters that we predict will be game changers in 2016.
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  • The Next Generation of Customer Service: The Real-Time Engagement Center

    In the world of customer service, seconds can mean the difference between a customer who’s going to leave and a customer who’s going to upgrade. Respond to their needs quickly and they’ll be happier, more likely to stay loyal and more likely to tell other people. Now you can improve your reactions. That’s to say, you can work fast, smarter and safer. And, as a result, your customers will react more favorably. Welcome to the real-time engagement center.
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  • The Business Case for Virtual Agents

    Virtual agents have evolved from simple, self-service chat-bots to today’s personalized, data-driven answer engines that deliver customer value in both sales and service engagements. eBusiness leaders who passed on these tools years ago are likely missing out on opportunities to win customers today. As consumer demand grows for consistent, easy-to-find solutions across channels and screens, a strong business case emerges for adding virtual agents to the customer’s journey. But questions still exist: Are today’s consumers more satisfied with virtual agents? Are solutions still costly and difficult to maintain? Can tools be measured in reduced costs and increased revenues? This report will answer these questions and identify reasons companies today should strategically utilize virtual agents to markedly improve the customer experience and drive positive results to the bottom line.
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  • The Best of Both Worlds: Combining Communities with Self-Service

    Creating a great customer experience while lowering overall support costs
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  • Technology - An Important Ingredient for Positive Results in Contact Center Outsourcing

    Technology is often considered the hidden or sometimes overlooked value component to outsourcing. This white paper attempts to bring insight and clarity to the technology aspect of the Contact Center Outsourcing business. It further explores the state of the industry today, and provides a baseline perspective of how outsourcers compare to in-house contact centers, relative to their technology profile.
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  • Social Media Etiquette

    Your guide to engaging as a person not a logo.
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  • Six Innovative Strategies Companies Are Using to Turn Customer Support into a Powerful Profit Center

    It’s a given that customer service is currently experiencing a renaissance in many regards—ground-breaking companies are starting to realize that the CSR’s role has become far more than simple issue resolution. They are now recognized as a direct face of the company—critical brand ambassadors, vital to customer experience.
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  • Process what you Preach

    Your guide to creating a process that supports your customer journey.
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  • Overcoming the Barriers to Adoption of Unified Communication

    Unified communication (UC) offer today’s global enterprises an unprecedented way to unite globally dispersed workers and increase productivity, all the while reducing infrastructure costs and earning a rapid return on investment. Yet despite the promise UC offers, employee adoption of UC technologies remains low. Many workers remain resistant to giving up established tools and ways of working.
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  • Optimizing Sales Performance in a Contact Center Environment

    As businesses constantly seek to do more with less, the contact center, if properly optimized, is firmly positioned to exceed performance expectations while delivering a superior customer experience. This white paper will bring insight into the opportunity for the contact center to deliver maximum sales return to the business.
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  • Managed Engagement: Transforming the Customer Experience

    In this paper, we explore the concept of managed engagement to build a stronger relationship with customers. Complete satisfaction during every contact is the driving force of the customer journey. Rather than viewing the customer experience process as a contact center transaction, we recommend treating it as a managed engagement.
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  • Is Your CRM Smart Enough?

    A true understanding of the customer’s point of view is the key to a better conversation and a lasting connection.
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  • How to Improve Your Customer Experience through the Voice Channel

    Tips for greater engagement and higher rates of automation.
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  • How to Delight Your (Unreasonable) Customers in an Omni-Channel World

    It’s less about putting together elaborate plans and more about implementing solutions across channels that get to the heart of the pain points
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  • Four ways to build a company culture that impacts customer experience

    Culture plays a vital role in preserving the internal dynamic of a company and the customer experience your team delivers to customers. However, there’s often a confusion about what a company culture is actually comprised of. However great that ping pong table and unlimited snack access may be, company culture is about values and a commitment to upholding the values a company builds its reputation on. With reputation making up 25% of a brand’s market value1, culture impacts operations, customer retention, and revenue - three focuses far too important to leave to chance.
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  • Four Steps to Legendary Customer Service

    This paper will explore why the customer experience has become known as the “new marketing. It will also suggest strategies for transforming an organization into a customer‐centric business and establishing a foundation for long‐term, profitable growth.
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  • For Top Customer Engagement: Change Your Latitude

    Call Center Location & It's Impact on Customer Engagement
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  • Exploring Journey Mapping and Its Role in Customer Experience

    The Customer Experience world is filled with buzzwords and changing trends. As customers and technology evolve, so too must the strategies to provide effective CX. Journey mapping is just the latest buzzword sitting on the tongues of CX professionals everywhere. What once may have been considered a minor process has blossomed into the focus of many organizations looking to better understand their customers.
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  • Experience Trumps All - Leveraging the Top Trends in Customer Service

    The landscape of brick and mortar retail is changing. Consumers are expecting retailers to interact with them in various new and innovative ways and to know their shopping preferences at each interaction, despite the channel.
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  • Driving Customer Loyalty in the Contact Center

    This whitepaper looks at the valuable role that the contact center plays in the customer experience and best practices around that role in driving customer loyalty, from easy wins through simple agent-assisted and self-service transactions to the harder-won experience-based loyalty that can be realized during complex multi-channel communication.
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