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  • Uk Contact Centre Verticals: Retail & Distribution

    Access this report to gain key insights into the state of the contact centre for UK retailers, including trends in size, structure, and growth of retail contact centres, how contact centres within the retail sector benchmark against the larger contact centre industry, & important technology adoption trends.

  • The Five Phases Of Digital Engagement For Retailers

    From FAQs to conversational AI, investing in digital engagement today will position your retail business for success now and for years to come, but getting started can be daunting. Explore this e-book to determine which phase of your digital engagement journey you’re in now — and how to advance to the next.

  • The State Of Customer Experience In Financial Services

    Explore this report to discover how a focus on 3 strategic CX priorities – using data and AI for customer understanding and personalisation; workforce training and engagement; and improving efficiency with self-service – can help financial services CX leaders drive value and achieve business goals.

  • The Five Phases To Accelerate Digital Engagement In Banking

    Traditional banking is at a crossroads; these institutions need to rethink how they do digital engagement. Use this e-book to determine which phase of your digital engagement journey you’re in — and how to advance to the next.

  • The Five Phases Of Digital Engagement For Insurance

    The risk landscape is constantly evolving, and insurance carriers must now deliver secure, informative, and empathetic digital service to ensure their policyholders can access the insights they need, from anywhere. Explore this e-book to learn how you can optimise your digital support strategy with AI.

  • The State Of Customer Experience In Retail

    Download The State of Customer Experience in Retail to discover how a focus on 3 strategic CX priorities can help you achieve your business goals.

  • Uk Contact Centre Verticals: Finance

    Access this report to learn about the structure, growth, technology, HR and commercial issues found in contact centres within the UK contact centre financial services sector to gain insights into how to best run your operation.

  • Uk Contact Centre Verticals: Insurance

    Access this report to learn about the structure, growth, technology, HR and commercial issues found in contact centres within the UK contact centre insurance sector to gain insights for running your operations successfully.

  • The State of Customer Experience

    The State of Customer Experience is an ongoing series of consumer and business research related to customer experience. This global survey includes insights from 2,629 consumers and 690 CX executives across multiple industries around the world. Download now to explore the key trends shaping CX today.

  • AI comes of age: Putting customers and employees at the heart of data-driven journeys

    Organizations that approach the CX challenge with a mature view of AI are set to remain leaders, but it can be challenging to assess what maturity looks like in the industry. Access this white paper to learn what makes a leader for AI-powered CX & find strategies for deploying this technology to enable more empathetic experiences.

  • Enriching Human Connections: The Power and Possibility of AI

    Early predictions for AI often presented a utopian fantasy with android servants poised and ready to meet our every need. The reality is far from this envisioned world, but first-generation AI applications have proven the technology is worth the investment, especially in the contact center.

  • Business User’s Guide to Data-Driven CX

    Today’s steady stream of data is gold for your contact center operations. Yet mining and shaping it into effective tools to drive accelerated growth for your business remains a constant challenge. Read this e-book to explore the evolving art of crafting data-driven experiences.

  • Journey Mapping: Chart the Moments that Matter Most

    An endless number of digital solutions are available to empower customers. As expectations evolve, it’s important to increase customer value and deliver great experiences. Download this e-book for a closer look at the benefit of using predictive engagement to inform customer interactions in real time.

  • 2022 Contact Center Buyer’s Guide

    Since COVID-19, the world has changed how we live, work and do business. Customer experience leaders came together to explore how 8 key trends are reshaping strategic agendas. Download this buyer’s guide to define the essential capabilities necessary to meet these trends to win in 2022 and beyond.

  • Seven best practices for building customer loyalty

    What's the best way to build and keep customer loyalty in the face of shifting customer expectations? View this e-book to unlock the key to steadfast customer loyalty, and discover 7 best practices for building and sustaining customer loyalty in the digital age.

  • A Look at 5 Contact Center Automation Tools

    In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.

  • The Recent Shift in the Contact Center Market

    The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.

  • Let's Chat: 4 Limitations of Automated Agents in the Contact Center

    In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.

  • Manage Your Contact Center For More Meaningful KPI's

    In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.

  • Why Omnichannel Experience Delivery is a Full Contact Sport

    Expert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.

  • Four Steps Toward Virtualising Your Contact Centre

    The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.

  • Best Practices for Improving Back Office Workforce Efficiency

    70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.

  • Transforming Customer Experience in the New Digital World

    This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.

  • How to Meet and Exceed Customer Demands

    Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?

  • How Cloud-Based Contact Centers Improve Customer Experience

    In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies

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