SOCAP International

White Papers

  • There's a Bot For That: The Rise of Artificial Intelligence on the Internet

    Bots are the hottest trend in technology, and they're about to radically change how companies and consumers communicate.
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  • Glossary of AI Terms

    Here is a glossary of fundamental artificial intelligence terms.
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  • Consumer Engagement Trends

    Finding a reliable differentiator has become a challenge--most industries are so saturated that competing on price or event product is no longer enough. But brands can stand out to younger, more technology-reliant consumers by supporting emerging digital channels.
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  • Combining the Best of Human and Machine Intelligence

    "That was a 'wow' moment for me"
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  • 15 Ways to Ensure Your Brand is Ready to Engage the Mobile Consumer

    Here is a checklist resource to make sure your brand is ready to engage with consumers on mobile devices.
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  • Agents & Chatbots: Better Together!

    Chatbots are entering the customer service space and working alongside agents to deliver exceptional customer care.
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  • Building an Innovation Process

    When many people think of innovation they generally think of the introduction of something that is new, and often specifically a new thing. While this is true, is it not all that can rightfully fit into the broader category of innovation?
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  • Are You Invisible?

    Passive, Active, Strategic, or Cross-Functional--What is Your Organization's Social Service Approach? Relationships are a hands-on part of any business. Whether it's customer service, member service, patient service--the possibilities are endless, but in the end--it's all about cultivating and maintaining relationships.
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  • Achieving Digital Maturity

    You've likely heard the term "digital transformation." You may have heard me use it. It's more than a buzzword; it's the historic period we are currently experiencing. Digital transformation is creating a revolution in business, industry, and daily life.
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  • A Quick Guide to Modernizing Customer Service

    It's time to go beyond customer relationship management (CRM). Businesses have adopted CRM systems to capture customer contact information, track customer issues, and nurture customer relationships. However, it's not a panacea.
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  • A headset is no longer just a headset!

    Today, simple headsets are bundled as free accessories to any mobile phone, giving them a perception of "nice to have" gimmicks in the consumer market.
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  • Building an Innovation Process

    Deciding to put a real innovation process in place within your company or enterprise is the first and most important step to identifying and laying out the fertile ground. This cannot be merely a half-baked afterthought. Rather, it must be a real focus on par with your other important enterprise endeavors.
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  • SOCAP's KPI Benchmark Study Executive Summary

    Purpose of this Survey: Indicators and scorecards are key tools used by customer contact managers to assess their performance. It validates productivity and quality of customer contacts. This survey will make customer care managers more aware of the value of KPIs at their disposal. The major challenge faced by managers is the overwhelming amount of indicators available. The key of success is to choose KPIs on which managers can take immediate action to optimize Customer Contact Center (CCCs) operations and customer experience.
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  • Announcing the SOCAP Customer Engagement Framework

    Today's constantly changing marketplace requires organizations to have accurate assessments of their current state and solid plans for future success to continue to grow and prosper. A maturity model can help provide a snapshot of existing customer service operations and a roadmap for the future.
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  • 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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