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Customer Service Research

  • A Guide to the CX Improvement Landscape

    Sponsored by: West IP Communications

    There are many ways to approach CX restructuring. Read these white pages for informed statistics on the most common business practices regarding CX and highlighted areas for improvement and optimization.

  • The Omnichannel Approach to CX

    Sponsored by: West IP Communications

    70% of consumers think the use of bots programmed to respond like agents is acceptable in customer service. Recommendations for digital integration and many more CX improvement tools can be found in these white pages.

  • Lessons from the Front Lines: Making ABM Work for You

    Sponsored by: TechTarget

    This presentation draws on TechTarget's experience supporting 300+ ABM implementations to help marketers break down the complexities of Account-based marketing and simplify execution. Read on to understand best practices and lessons learned based on real life customer use cases.

  • What's the Difference between a Cloud Native and a Hosted Contact Center Solution?

    Sponsored by: NICE inContact

    View this webinar to discover key differences between a cloud native and hosted contact center, and explore why more and more companies are switching to a cloud-based contact center software.

  • Driving Radical Customer Service Innovation

    Sponsored by: ServiceNow

    Customer service has changed in recent years. Customers can voice their opinions easily over the internet, have more options, can leave vendors more easily and are demanding high-level customer service. Read this e-book to learn about how you can drive customer service innovation within your organization and keep your customers satisfied.

  • Cisco's Digital Marketing Transformation

    Sponsored by: Domo Technologies

    In this case study, learn how Cisco conceptualizes its marketing technology landscape and how a business intelligence platform enables Cisco's drive to create best-in-class experiences.

  • Customer Engagement – The Road to 2020

    Sponsored by: West IP Communications

    This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.

  • Delivering Exceptional Customer Experience With CCaaS

    Sponsored by: West IP Communications

    Learn about the pros and cons of a cloud-based contact center as a service (CCaaS) platform that's designed to help streamline unified communications and enable customer service teams meet consumers on their channels of choice.

  • New tech on the block: Planning for blockchain in the retail and consumer packaged goods industries

    Sponsored by: ComputerWeekly.com

    This research from Deloitte identifies the areas with the biggest immediate opportunity for retail and consumer packaged goods (CPG) businesses looking to invest in blockchain technology.

  • Nampa School District's ITSM Success Story

    Sponsored by: Serviceaide

    Discover how an underperforming IT Department in Nampa School District turned itself into an exceptional customer service organization with a new service management tool.

  • eBook: Contact Center Economics and the Cloud

    Sponsored by: Genesys

    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.

  • MicroScope: Steering IT in the right direction

    Sponsored by: MicroScope

    An issue looking at the timing of the ideal sales pitch and just what's happening with IoT and the channel.

  • CRM Evolves Towards Digital Customer Engagement

    Sponsored by: ComputerWeekly.com

    This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.

  • How to Be a Customer Experience Leader

    Sponsored by: West IP Communications

    According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. So what can you do to up the ante and deliver a seamless CX across multiple channels? Use this infographic to uncover how to be a customer experience leader.

  • Digital ecosystem business models are consolidating – move quickly!

    Sponsored by: ComputerWeekly.com

    This analysis from MIT's Centre for Information Systems Research explains why businesses need to move quickly to take advantage of digital technology.

  • 6 Customer Service Channels You Need to Support

    Sponsored by: Freshworks

    Inside this e-guide, you'll uncover the importance of economic supply and demand and an overview of the pros and cons of 6 customer service channels to improve customer experience.

  • Customer Service Analytics to Enhance CX

    Sponsored by: Freshworks

    Nothing instills customer loyalty as much as being treated like a person. There's an innate note of respect and authenticity that emerges in a process when customers need help and it is offered with a personal touch. Keep reading to learn more about the role of customer service analytics.

  • Taking on Virtual Agents to Handle Global Smartphone Users

    Sponsored by: ConvergeOne

    Explore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.

  • Improving the Customer Experience Journey with Analytics

    Sponsored by: ConvergeOne

    Explore why customer service can be the biggest component of customer retention and how companies applied AI, machine learning and predictive analytics to help provide better customer service.

  • Creating a Positive Customer Experience with 15 Steps

    Sponsored by: ConvergeOne

    Explore how Marathon Sports established a more customer-centric strategy, and learn about the role of a loyalty program and customer insights for improving customer experiences.

  • Virtual agents not yet ready for primetime customer service

    Sponsored by: SearchCRM

    In this age of software automation, virtual agents can't replace humans at call centers. Yet chatbots can help assist customers and create new efficiencies.

  • A Look at 5 Contact Center Automation Tools

    Sponsored by: Genesys

    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 CRM Market Today

    Sponsored by: Microsoft

    In this e-guide, uncover how Microsoft is establishing new incentives and compensation strategies to better align field sales and channel partners, and how (and why) Microsoft is planning to focus its future on Dynamics 365, AI and digital transformation. Plus, learn how new CRM tools are revolutionizing engagement.

  • Boost Contact Center Service (Without Adding Agents)

    Sponsored by: NICE

    Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.

  • 15 Steps (And More) to Improve the Customer Experience

    Sponsored by: Zendesk

    Customers – they're the lifeblood for many organizations. Which is why keeping up customer experience with the right CRM tools is a necessity. In this expert e-guide, learn 15 steps to improve the customer experience and how to use social CRM tools to your advantage.

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