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Customer Service Research

  • Member Engagement & Wellness

    Sponsored by: Appian

    Organizations within the health care marketplace aiming to keep competitive pace need to engage their customers with transparency and convenience if they hope to maintain long-lasting relationships. Read this white paper to learn more about current customer expectations and how health care payers can partner with Appian to meet these demands.

  • 3 Major Trends Impacting Healthcare Customer Experience

    Sponsored by: Appian

    Read this white paper to learn how to evolve your customer experience to meet changes in regulations and customer demand that will set your healthcare organization up for long-term success.

  • Subscription Billing Product Comparison

    Sponsored by: Fusebill

    So, you know you need to be more adaptive and flexible with your subscription offerings—now what? You can use this cheat sheet for a customer-driven comparison of 3 leading vendors to decide if any of their solutions can work for you.

  • Upgrade/Downgrade: Subscription Changes on the Fly

    Sponsored by: Fusebill

    The ability to manage customer lifecycles and optimize for revenue growth is critical for subscription-centric organizations. Read this white paper to learn how—through utilizing Fusebill's subscription upgrade/downgrade capabilities—you can adjust subscription offerings on the fly.

  • Cloud Collaboration Has Arrived: Three Critical Considerations for Migrating Voice, Video, and Contact Center Applications to the Cloud

    Sponsored by: Burwood

    Read this white paper for 3 critical considerations for migrating voice, video, and contact center applications to the cloud.

  • Evolution of the DMP: A Guide to Data Management Problems

    Sponsored by: Adobe Inc

    Read this guide to learn in more detail how the DMP’s real-time activation capabilities mean that it is increasingly being seen as critical to customer experience.

  • Adobe Customer Intelligence

    Sponsored by: Adobe Inc

    Watch this video to learn how today’s brands are making use of the Adobe Analytics Cloud to encourage multi-channel data analytics and improve organizational customer intelligence.

  • Contact Center

    Sponsored by: NWN Corporation

    NWN Contact Center helps deliver superior customer experiences and increased profitability levels for their customers by providing a complete digital solution, including a comprehensive analytics engine. Read this solution brief to learn how NWN helps its customers work around many common customer experience-based pain points.

  • CX Technology Could vs. Should

    Sponsored by: Avtex

    The customer experience (CX) marketplace is getting increasingly crowded as the practice becomes more popular (and necessary.) But, are all CX offerings really created equally? Watch this webinar for help bucketing the myriad of CX solutions into 5 separate groups, so you can better decide which type will deliver the results you need.

  • 5 Competencies You Need For CX Innovation

    Sponsored by: Avtex

    The most effective counter to a consumer culture that bases decisions largely on price is developing a customer experience (CX) that truly differentiates your brand from other market noise. In order to deliver an innovative CX, there are 5 keys that you will want to master—watch this webinar to find out what they are and how you can get started.

  • CX Technology Could vs. Should

    Sponsored by: Avtex

    Begin with your own customer experience definition—watch this webinar to learn how to define your CX needs and then choose the tool that will deliver you the best return.

  • CX Design is More than Just Journey Mapping

    Sponsored by: Avtex

    View this webinar from Avtex to discover 7 key topics impacting the success of your CX strategy, and learn how optimizing them can lead to better customer experiences.

  • How to Manage Your Sales Team with Nextiva

    Sponsored by: Nextiva

    A high-functioning CRM tool offers a unified source for business insights that can drive your sales team towards success. Watch this video to see firsthand how Nextiva can help you achieve this, and more.

  • Top Tips to Boost Conversions with Personalized Site Search

    Sponsored by: Coveo

    Read this white paper for best practices and technical notes that will ensure you—and your customers—get the most from your site search.

  • Navigating the CX Technology Landscape

    Sponsored by: Avtex

    View this webinar to review a number of trends impacting the CX technology landscape, and uncover everything you need to know about navigating its changes.

  • The Ultimate Guide to Site Search User Experience

    Sponsored by: Coveo

    Use this ultimate guide to site search user experience for 8 best practices that will help you deliver the site search experience your users are demanding—whether they know it or not.

  • 25+ Data-Driven Tips for Customer Service Teams

    Sponsored by: Nextiva

    The average consumer expects a near perfect customer experience (CX), and can jump brands at the drop of a hat. Meeting these expectations is tough, but not impossible. Read this white paper for 25 data-driven tips to improve your customer service teams and create a consistently bar-raising CX.

  • Conversational UX: The Why and How of Chat Strategy

    Sponsored by: Avtex

    Watch this webinar to learn how a more conversational UX can create a seamless, 24/7-ready CX and free up your agents for more complex problems.

  • CX Technology Could vs. Should

    Sponsored by: Avtex

    View this webinar to uncover what your organization should be doing with CX technology. Inside, you'll glean expert insight into today's current CX landscape. Review 4 considerations to take into account when contemplating a CX platform investment, and unlock tips for basing your platform decision.

  • Exploring the Potential of Bots and AI on the Modern Organization

    Sponsored by: Avtex

    Conversational AI can offer some very obvious benefits to your contact center and overall CX, but modern bots have more to offer than just low-tier customer service queries. Watch this webinar to explore the potential impact AI-powered bots can have on your customer experience (CX) through several real-world use cases.

  • Improving Customer Experience Through Enhanced Employee Experience

    Sponsored by: Avtex

    View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.

  • Integrating CRM and Contact Center Technologies to Improve Customer Experience

    Sponsored by: Avtex

    View this white paper to learn how your organization can improve contact center performance and customer satisfaction with a CRM integration. Review how a CRM integration can help provide superior customer service on first contact, and learn what to look for in a contact center and CRM integration software.

  • Why Aren't Your Self-Service Options Landing?

    Sponsored by: Coveo

    Is your organization suffering from poor self-service? Inside, discover the cost of poor customer self-service. Uncover 6 reasons why your self-service options aren't landing, and learn what your organization can do to get back on track.

  • Exploring Journey Mapping and Its Role in Customer Experience

    Sponsored by: Avtex

    Journey mapping is an exercise that can give organizations a comprehensive view of their customer’s experience—and, it’s the latest buzzword spouting from the mouths of CX professionals. Read this white paper to learn the role that journey mapping can play in the larger picture of CX, and how you can master it.

  • InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity

    Sponsored by: Avtex

    How can your organization improve agent efficiency and increase contact center productivity? View this white paper, and learn how Avtex InteractionSync can help your contact center boost efficiency and agent productivity, and decide if InteractionSync is right for your organization.

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