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Customer Service Research

  • Orchestrating enterprise wide recovery from COVID-19

    Sponsored by: Fractal

    With stay-at-home orders and remote work, the era of streaming content is at an all-time high. Learn about the 3 enterprise-wide strategies that can help drive a consistent customer experience as the market continues to rise and fall here.

  • 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.

  • 2020 Guide to Customer Messaging

    Sponsored by: Twilio

    This e-book is meant for organizations who wish to communicate relevant, personalized, and timely information through their customers’ preferred messaging channel: from arrival alerts to support chat and much more. Access it here to learn the best practices to help your business messaging exceed customer expectations.

  • Business Messaging Roadmap

    Sponsored by: Twilio

    Access this e-book to learn 9 characteristics to look for in a cloud-based messaging provider.

  • Using SMS and Email to Engage Your Customers in 2020

    Sponsored by: Twilio

    Access this e-book to learn 6 SMS best practices as well as common SMS mistakes to avoid, companies already using SMS with email, and much more.

  • Strategies for building customer engagement during COVID-19

    Sponsored by: Twilio

    Access this e-book to learn 5 strategies to build trust and engagement during emergencies and observe the role of technology in the era of remote working.

  • What is VoIP?

    Sponsored by: Verizon

    Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.

  • 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.

  • Playbook for a Modern IVR

    Sponsored by: Twilio

    Check out this e-book to read about the 5 step modern IVR playbook, learn the benefits that they can lead to, and discover a unified solution that makes building an IVR system easier than ever.

  • 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.

  • 5 Rapid-response Digital Marketing Strategies to Win and Keep Customers

    Sponsored by: Avanade

    As businesses struggle through a turbulent economy and more competition than ever, a comparatively easy way to gain customers and earn their loyalty is by improving the experience you offer. Read on to learn 5 quick ways you can augment and improve your strategy for better business results.

  • 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.

  • Avon calling: what happens when lockdown eliminates your business model?

    Sponsored by: ComputerWeekly.com

    In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.

  • 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.

  • 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.

  • 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.

  • What Are Successful CX Leaders Doing Differently?

    Sponsored by: Verizon

    Customer experience has become the distinguishing factor for many businesses today, with some consumers valuing their experience even over product quality. But how can you continue to provide the best customer experience possible? Check out this white paper to discover how leaders in the field are using technology to offer exceptional experiences.

  • Three Benefits of Delivering Unified Commerce

    Sponsored by: Adobe

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

  • How PIMCO is Scaling Their Human Capital with the Power of Digital

    Sponsored by: Fractal

    For global investment management firms like PIMCO, terms like digital transformation mean using all the data and technology at your disposal to create a better experience for your customers. Check out this interview with PIMCO’s head of digital marketing to learn how they broke down data siloes and turned unused data into insight.

  • The Role Human Touch Plays in the Digital Customer Experience.

    Sponsored by: Verizon

    Digital transformation has deeply impacted the customer experience. As technology and automation take on greater roles in customer service, it’s more important than ever to show customers you care about them as human beings. Read on to learn how to create the best possible customer experience, and create lifelong customers, in the digital age.

  • 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.

  • Create High-Value Customer Experiences in the Field like HP Indigo

    Sponsored by: ServiceNow

    Read this webinar recap to see how digital printing provider, HP Indigo, improved product uptime and CX by aligning customer service and field service with ServiceNow.

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