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  • 10 Talking Points from the Customer Insight & Analytics Exchange

    With rising standards set by customer demands, businesses are forced to rely even more on their data to predict, contextualize, and personalize experiences. Read this white paper to explore 10 guiding question that you should consider when evaluating -- and possibly rebooting -- your approach to customer data analytics.

  • Banking on a Connected Future: FSI insights and inspiration from Connected Customer 2019

    With 79% of customers believing self-service gives them control, this has to become a major priority for organizations providing digital banking services heading into 2020. Download this guide to explore how emerging innovations like AI, voice commands, and mobile messaging can play a role in improving digital banking experiences.

  • CCaaS Smart Guide: Transform Your Customer Experience

    With contact centers standing at the core of great customer experience companies, experts predict that 85% of these interactions will be non-human in 2020. Use this 25-page guide to understand the necessary steps and ideal use cases for AI and cloud in your contact centers moving forward.

  • The UK Contact Centre Decision-Maker's Guide 2019-20

    Download this 22-page guide to learn about 8 potential uses cases for AI within your own contact center.

  • How To Turn Your Contact Centre Agents Into CX Heroes

    Use this whitepaper for 5 ways you could help your contact center employees improve at their roles and improve your intrapersonal CX processes.

  • Top 5 CX Technology Trends for Midsize Contact Centres

    Download this whitepaper, which dives into 5 key trends of CX that will impact call center success heading into 2020.

  • Digital Transformation 2.0 For FSI

    Watch this video to explore tips for reshaping your customer experiences journey in 2020, and how to standout in the crowded financial services space.

  • What Are The Contact Center Trends Of Tomorrow – And How Can You Prepare?

    The future of top-tier customer experience is heading for self-service. But how should businesses bridge themselves towards this hyper-efficient initiative? Find out in this video which dives into the 10-year goals customer-centric businesses should prioritize as they plan for 2020 projects.

  • 4 Principles of CX Transformation

    Successful CX transformations all come down to understanding the foundational principles of how you service customers. Download these 4 principles of CX transformation to start your project without a hitch.

  • eBook: Contact Center Economics and the Cloud

    If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Inside, uncover how different criteria can affect your choice.

  • 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

  • Deploying a Contact Center in the Cloud - A Guide to Best Practices

    To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

  • Hosted Contact Center and On-Premises Centers Demystified

    Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.

  • Workforce Management Applications: FAQ and Best Practices

    Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM.

  • How Leading Companies Provide Great Customer Experience

    Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.

  • Call Center Analytics: The Bottom Line

    This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.

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