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Customer Service Research

  • AI: What it is, and should you use it

    Sponsored by: FourNet

    The hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.

  • The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

    Sponsored by: [24]7.ai

    Read this Forrester New Wave for a head-to-head of top conversational AI vendors compared against 10 critical scoring criteria, and decide which vendor can best improve your customer experience.

  • Call Center Quality Assurance Guide

    Sponsored by: CallMiner

    In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.

  • Revolutionizing Constituent Services: From Document Creation To Output

    Sponsored by: Hyland

    Read this case study to learn how—with Content Composer—the Department of Labor and Industry was able to streamline critical customer-focused processes, ultimately improving CX for area residents.

  • Business Value of ServiceNow Customer Service Management

    Sponsored by: ServiceNow

    In this Total Economic Impact study by Forrester, discover the framework for evaluating the potential financial impact of investing in ServiceNow Customer Service Management.

  • To Achieve a Consumer-Grade Employee Experience, HR Must Follow CRM

    Sponsored by: ServiceNow

    HR leaders strive to satisfy the increasingly elevated expectations of a technically savvy workforce to create a positive perception of the HR organization and, by proxy, the employer. Download this report to find out how to provide a consumer-grade employee experience with 8 building blocks.

  • Engagement Fundamentals for Improved Patient Care Outcomes

    Sponsored by: ServiceNow

    Healthcare providers are not immune to the customer experience revolution that has swept across many industries in the wake of technological advances. Download this white paper to uncover the 5 core areas of focus in delivering a positive patient experience and learn how ServiceNow can help strengthen patient engagement for improved care outcomes.

  • Empower the Digital Workplace with Enterprise Chatbots

    Sponsored by: BMC

    In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.

  • Case Studies of HR & IT Partnering to Transform the Employee Service Experience

    Sponsored by: ServiceNow

    Download this white paper to learn about the transformative mindset that requires HR and IT to partner closely to deliver experiences that enhance the digital, human, and physical employee journey.

  • 24x7 Customer Service Without Additional Headcount

    Sponsored by: Serviceaide

    Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.

  • Heinen's Enables Market Expansion With Cloud-Based HR Solution

    Sponsored by: Hyland

    Heinen's, a small butcher shop had a goal of expanding into the Chicago area. However, the company realized its HR processes wouldn't keep up. It was clear the processes need to change. In this case study, learn why Heinen's chose to implement a cloud-hosted OnBase platform to simplify associate information management.

  • Using Interaction Analytics to Digitize & Optimize Contact Center Performance

    Sponsored by: CallMiner

    In this white paper, learn about interaction analytics and explore how interaction analytics can help give contact center agents and managers the tools they need to perform at their best.

  • How AI Improves the Customer Experience

    Sponsored by: CallMiner

    Customer experience has emerged as a critical driver in competitive differentiation and revenue growth. As a result, the tools needed to manage customer interactions are changing. In this white paper, explore how AI is revolutionizing the customer experience, and decide if AI is right for your organization's customer service strategy.

  • Improve the Customer Experience with Speech Analytics

    Sponsored by: CallMiner

    Download this white paper to explore how interaction analytics work, and review how speech and interaction analytics can help your organization improve customer satisfaction, increase productivity, and create stronger customer support teams.

  • The Road to Transforming the Customer Service Experience

    Sponsored by: ServiceNow

    According to Forrester, 63% of consumers will stop doing business with a brand due to poor customer service. In this white paper, learn how to prevent customer dissatisfaction, and uncover the essential features of a competitive customer service strategy.

  • 4 Transformative Best Practices for Future-Ready Customer Service Experiences

    Sponsored by: ServiceNow

    In this analyst report from Aberdeen, discover what the best-in-class customer service organizations are doing to stay ahead. Download now to learn more about the top challenges impacting successful CX, and uncover the 4 transformational techniques to take your customer service to the next level.

  • 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.

  • The Role Technology Plays in Patient Engagement

    Sponsored by: ServiceNow

    Download this e-guide to learn about the role technology plays in patient engagement and explore the tools most often used by healthcare providers.

  • The Secret Recipe: Transforming Best-In-Class Contact Centers

    Sponsored by: Talkdesk

    Improved customer retention, customer satisfaction, and agent productivity; these are just 3 ways that an intelligent contact center platform can bring remarkable value to your business. Watch this webinar to learn how you can transform your contact center for the better—with a little help.

  • Customer Experience Management Enhances Branding and Success

    Sponsored by: SearchCRM

    Positive customer experiences play a critical role in the success of your business, and investing in a CX management platform can keep these experiences feeling top tier—read this buyer's handbook for 7 features of CX management tools that you should consider before making the final decision.

  • Advanced self-service platforms open new customer frontiers

    Sponsored by: SearchCRM

    Customer service and self-service platforms and chatbots can improve the customer experience, but they can also frustrate users. Read this e-book to learn what works, what doesn't and what needs improvement.

  • Guide to Better CX: AI, Chatbots, and More

    Sponsored by: ServiceNow

    What's the key to a successful CX? Is it personalization, AI, chatbots—a combination of all the above— or something more? Inside, discover the key to creating a successful customer experience. Learn how chatbots are influencing the state of customer support, and explore how other emerging technology trends can improve your CX success rate.

  • Achieve CX Optimization with Call Center Transformation

    Sponsored by: Squelch

    In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.

  • Managing Customer Data in the GDPR Era

    Sponsored by: GearsDesign

    Download this expert guide to learn more about why enterprises need to train agents on how to properly process incoming customer requests to delete or reduce customer data, while maintaining GDPR compliance.

  • Transforming Customer Support with Artificial Intelligence Capabilities

    Sponsored by: Zendesk

    Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.

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