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Customer Service Research

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Improve The Customer Experience Through New Technology, Better Insights

    Sponsored by: Zendesk

    In the age of the customer, the term customer experience is highly charged and constantly changing. What adds to this is the new technology being used in contact centers to improve the customer experience. In this e-guide, learn how artificial intelligence, chatbots, and better data insights are used to improve CX and increase customer loyalty.

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