White Papers

Explore our library of white papers to learn best practices, strategies, and different ways your organization can improve the customer experience you deliver.

Take your time. Peruse these resources, download, and pass them around as you see fit. Then, contact us for the next chapter—the behind-the-scenes of what it all can mean to you and how we can make your customer experience management challenges into opportunities.

• 2011 Citizen Engagement With Government Survey
  60% of government executives describe citizens’ attitude towards government as “frustrated.” Find out what else government executives have to say about government’s ability to service citizens.
• Citizen Service Meets Social Media
  Learn how the social web has become part of the citizen experience and what best practices are for incorporating social media into the contact center and guidelines for when to monitor only and when to respond.
• Cloud-Based Customer Experience Management Solutions For Government Agencies
  This white paper provides insights for cloud computing buyers and vendors into the opportunities and challenges of certifying cloud–based solutions for U.S. Federal Government Civilian Agencies.
• Communicating With Constituents
  Learn how you can meet rising constituent expectations while cutting operational costs.
• Contact Center Best Practices
  Want to increase efficiency without sacrificing service quality? Learn the five steps to creating a lean contact center that exceeds customer expectations.
• CRM And Crisis Management
  This white paper outlines how agencies at all levels of government can use CRM to cope with crises and ensure their preparedness for the unexpected while optimizing the quality of service they provide to their constituencies.
• CRM And National Security
  CRM technology can deliver advantages for fulfillment of Department of Defense and Intelligence Community missions.
• Customer Care In A Social World, Are We There Yet?
  How do you move from the early adopter model of social customer care to a mature model in which the transformational nature of social is fully realized and these benefits become tangible, measurable, and repeatable? Read on.
• Customer Experience In Telecom
  Deregulation, new competitors, and new technology offerings require new strategies for handling relationships with customers.
• Customer Service Meets Social Media
  As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
• CX: Harnessing The Consumer Revolution
  After decades of being managed consumers are rebelling. Today companies must listen to customers, engage with them proactively and do whatever it takes to ensure every interaction is a positive experience. To do this, you need CX.
• Don’t Sell Yourself Short On Mobile And Social Customer Service
  Learn why customer satisfaction is only as good as your weakest link.