Thought-leadership and white papers

Power to the People: Bridging the Gulf between Customer Experience Managment Strategy and Execution (PDF)
Authored by Pelorus Associates

This paper makes distinctions between Customer Experience Management and traditional customer service. Those organizations that embrace CEM will migrate customers and prospects from being merely satisfied to becoming brand advocates who willingly share their affinity for the brand. Central to accomplishing the transition to CEM is providing your customer-facing employees with the tools, resources and authority to implement this new paradigm.

Delivering Superior Customer Experiences in the Contact Center (PDF)

A companion piece to IBM’s White Paper: The Customer Focused Contact Center
In this paper, Cincom examines each of the six categories of the “Customer Experience Framework” as outlined in IBM’s white paper, “The Customer-Focused Contact Center” (page 11). It answers the following questions: How does Cincom Synchrony address each specific area? How does Cincom Synchrony deliver value? This paper will help readers understand how Cincom Synchrony uses a realistic, achievable, operational model to deliver competitively superior experiences in the contact center.

Conversations Versus Transactions (PDF)

Customers value the deeper connections that are formed through true conversations, not merely transactions. This document reviews the value of emotional bonding and provides best practices for guiding your employees to deliver on your brand promise.

Customer experience happens in the contact center: With insights from Shaun Smith, Smith + co (PDF)

Consumers perceive that a company’s ability to respond to a problem or request has a higher influence on an excellent experience than any other attribute. Learn how to optimize every experience and build customer loyalty with insights from Shaun Smith.

The Next Frontier for Contact Centres: With insights from Shaun Smith, Smith+co (PDF)

Recent studies reveal that many contact centers are still caught up in efforts to reduce costs—and losing the battle for customer loyalty and profits in the process. Learn how CEM begins with the customer experience and brand promise and ends with better profits.

The Unified Desktop: Pour Your Applications into a Single View and Bring Your Customers into Focus.

The unified desktop takes the power behind every point solution and application that powers a modern business and places it behind a single interface. The results are dramatic efficiency gains for the agent and an exceptional experience for the customer.

Breaking Through-Executing a Unified Agent Desktop in Record Speed (PDF)

This fast-paced eBook reveals how a unified agent desktop integrated with your legacy applications isn’t only possible, it can happen quicker than you ever imagined. It provides a high-level perspective with illuminating graphics and links to valuable resources.