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Customer Service Best Practices Research

  • Guide to Gamification Greatness

    Sponsored by: Noble Systems

    Check out this e-book to learn 10 best practices when developing a gamification strategy to achieve long-term success.

  • Remote Agent Playbook

    Sponsored by: RingCentral

    Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.

  • Building a Modern IVR with Conversational AI

    Sponsored by: Twilio

    IVRs are central to many contact center strategies yet outdated systems can easily frustrate customers. So, what does it take to build a modern IVR with conversational AI, for example? Tune into this webcast to learn how and to view a demonstration of the process.

  • The CX Balancing Act: Personalization Meets Respect for Customer Privacy.

    Sponsored by: Verizon

    Access this resource to see what it takes for customer to share their data and discover the top 3 CX experiences a company should deliver in exchange for personal information.

  • Six Key Ways to Reinvent the Customer Experience with IVR

    Sponsored by: Twilio

    Access this e-book to learn 6 key ways to reinvent the customer experience using your IVR, and then see exactly how to build one yourself.

  • Virtual Xperience20

    Sponsored by: Genesys

    Be prepared to meet these challenges with 20 videos full of the insights, best practices, and effective technology needed to create the customer experiences your business depends on. Access it here.

  • Intrado Guide: Creating Customer Personas

    Sponsored by: Intrado

    While you may be familiar with customer segments, many are less familiar with customer personas. While a segment will list simple demographic information, personas are more in-depth pictures of clients: what their desires, needs, emotions and more are. Read on to learn how to cultivate and use customer personas.

  • Winning the CX war

    Sponsored by: Verizon

    Access this research report to see how you can harness and analyze customer data to provide top-notch customer service.

  • Learn From Every Customer Conversation

    Sponsored by: Noble Systems

    Access this white paper to learn 5 ways that customers benefit from Conversation Analytics and discover implementation best practices to follow for success.

  • Americas: The CX Speed Seekers

    Sponsored by: Verizon

    Consumers across the Americas have prioritized speed and efficiency since the first drive-through was invented. So how do you improve the consumer experience for these customers? Check out this Verizon white paper to learn how your customer experience strategy can be improved and acted upon in the Americas.

  • Enterprises save millions by integrating Adobe Document Cloud with Microsoft 365

    Sponsored by: Adobe

    Forrester interviewed Adobe Document Cloud and Microsoft 365 customers and calculated the potential return on investment (ROI) over three years. Access this data sheet to explore the 5 key benefits Forrester discovered during their research.

  • From SalesforceIQ to Freshsales: How CovalentCareers increased revenue by 100%

    Sponsored by: Freshworks

    Access this case study to learn 4 Freshsales features that eye care start up CovalentCareers is using to their advantage.

  • Making the Switch: How 8 Companies Improved Customer Experience with Zendesk

    Sponsored by: Zendesk

    Businesses live and die with their customer experience, which can be a problem as your company grows and you need to scale up your customer service infrastructure. But it’s possible to provide an excellent customer experience at scale. Check out this white paper to learn how Uber, Airbnb, and Instacart scaled their CX without losing quality.

  • An introduction to SAP Business One

    Sponsored by: Sapphire

    Check out this white paper to learn the key capabilities of the SAP Business One ERP solution and discover how working with Sapphire Systems will help your business move forward faster.

  • Meeting the advanced challenges of modern CX

    Sponsored by: Zendesk

    Access this white paper to learn the top 4 CX challenges to overcome and discover how Zendesk can meet these challenges head on while enabling companies to build a complete view of their customer experience, empower agents with quick, easy access to customer details, and meet the expectations of the modern customer.

  • Customer Service and the Future of Work

    Sponsored by: ServiceNow

    This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX), including consumer expectations, the role of automation, and human-machine collaboration.

  • Three Benefits of Delivering Unified Commerce

    Sponsored by: Adobe

    Access this white paper to discover the 3 major benefits of delivering unified commerce.

  • B2C Commerce Suites, Q2 2020

    Sponsored by: Adobe

    Access this white paper to learn about the 31-criterion evaluation of the 10 most significant B2C commerce suite providers and see how they compared.

  • Supercharging customer service: Reimagining the operator experience at Grocery Outlet

    Sponsored by: ServiceNow

    Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.

  • How Digital Transformation Impacts CX

    Sponsored by: Verizon

    The most important goal of digital transformation is to enhance the customer experience. In this article, learn 6 ways your business can use digital transformation to impact CX for the better. Read more here.

  • The Future of IVR Service Assurance

    Sponsored by: Empirix

    In order to retain customers, enterprises have been using Voice of the Customer (VOC) programs to boost ROI. And now, businesses are shifting to self-service IVR platforms to get the most out of VOC programs. Learn more in this guide.

  • Mastering the complex buyer journey.

    Sponsored by: Adobe

    In this introductory guide, learn about the basics of customer experience (CX) so that your business can achieve customer experience management (CXM) success.

  • You Don’t Just Want Answers, You Want the Right Answers!

    Sponsored by: Serviceaide

    Scripted chatbots and virtual agents are more different than you think. In this webinar, learn exactly what sets the two technologies apart. The webinar also provides insight into how automation and knowledge management are powering intelligent virtual agents in customer support.

  • Nurture and Develop Your Virtual Agent’s Career

    Sponsored by: Serviceaide

    Many customer support agents are overworked and overburdened with around the clock support, management headaches, and budget constraints. As a result, businesses are considering hiring digital staff to help ease the load. Learn more about the future of virtual agents in IT in this guide.

  • 2020 Global Customer Experience Benchmarking Report

    Sponsored by: NTT

    Access this ebook to learn how to remain relevant in a complex, changing environment by adhering to 6 CX recommendations and discover the 4 attributes that the top CX performers all possess.

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