Top White Papers and Webcasts

  • Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: Design a successful digital customer engagement strategy Provide agents with a 360-degree view of the customer across all digital channels and voice Deliver …

  • Despite increased competitive pressures, the industrial distributor business model has endured. To stay relevant going forward, distributors need to provide a digital customer experience that cuts across mobile and social lines, not only to defend themselves from new threats, but to win share and stay ahead of customer needs. This research report examines the factors influencing the behaviors and preferences of a diverse set of 1,500 U.S. industrial buyers, and draws insights from the data that can help …