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Customer Service Research

  • Are You Leveraging Your Customer Behavior Data to Maximize Results?

    Sponsored by: Outlier

    Access this infographic to view recent trends in customer behavioral data analysis in organizations like yours and to discover how to generate actionable insights of your own.

  • Customer Behavior Data: Opportunities, Challenges & the Reality

    Sponsored by: Outlier

    How can your business take advantage of customer behavioral data? Read this e-book to find out. Inside, you’ll find guidance on how to gleam business-critical results from customer behavior data, 3 use cases, and how to overcome any challenges in your path.

  • A Practitioner’s Guide to Sustainable Customer Experience in the Contact Center

    Sponsored by: Vonage

    While digital interactions are on the rise, the contact center continues to play a significant role in building and maintaining a brand’s reputation. Download this white paper for practical tips on how to deliver a great customer experience in the contact center

  • Checklist: Managing Work-from Home Contact Center Agents

    Sponsored by: NICE inContact

    Download NICE inContact’s Remote Agent Checklist to help you prepare in the event your organization is forced to work from home.

  • Aberdeen Report: The return on managing customer convenience in modern service programs

    Sponsored by: ServiceNow

    Download this Aberdeen report to explore why customer convenience is increasingly important in modern service programs, and get expert recommendations on how to minimize customer effort.

  • Using Marketing Analytics to Demonstrate & Share Your Team’s Value

    Sponsored by: Adobe

    Download this cheat sheet to learn how marketing analytics—a game-changing capability of marketing automation solutions—can help your marketing team demonstrate value and drive results.

  • Why Now’s the Time to Make Your Move to Marketo Engage

    Sponsored by: Adobe

    It’s time to invest in a solution that doesn’t just enable your team to complete tasks but also empowers them to drive impressive results—like Marketo Engage. Download this guide to learn how Marketo Engage can help you, personalize content across every channel, align your marketing and sales teams, and more.

  • Build A Collaboration Strategy That Benefits Every Part of Your Organization

    Sponsored by: Vonage

    Download this expert guide for advice on how support a collaborative culture in your organization, and 5 tips for choosing a call center customer experience platform.

  • Digital Communications in Financial Services

    Sponsored by: Vonage

    Leading financial companies know that a good customer experience is crucial to keeping customers happy and loyal, and that the best customer experiences don’t end when the customers walk out your doors. Read on to see how digital communications and modern apps are being used to grow the customer experience to new heights.

  • How MTM Leveraged Customer Feedback to Improve CX with CallMiner

    Sponsored by: CallMiner

    MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.

  • Reimagining Customer Experience

    Sponsored by: Vonage

    Research has shown that 86% of consumers are willing to pay more for a great experience, while 89% will leave due to a poor experience. And by the end of 2020, customer experience will overtake price and product to become the key brand differentiator. Find out the Vonage journey.

  • Do Your Mobile Workers Have What It Takes to Keep Customers Coming Back?

    Sponsored by: Skedulo

    Your mobile workers are on the front lines of customer service – quite literally. Dive into this blog post to learn how to cater your mobile employees’ work strategies – and the tools they use – towards providing a seamless customer experience.

  • How Mobile Workforce Management Affects Customers

    Sponsored by: Skedulo

    Jump inside this blog post to learn how increasing your mobile workforce management capabilities can swing around and help increase your organization’s customer experience quality – a metric worth its weight in gold in today’s user-first world.

  • The CX Pro’s Guide to Speech Analytics

    Sponsored by: CallMiner

    Speech analytics solutions have traditionally been used by the contact center, but that may be changing as more organizations adopt them elsewhere. Download this “CX Pro’s Guide to Speech Analytics” to explore all the need-to-know details and learn how you can use them to enhance and improve CX.

  • 2020 Digital Trends in Asia Pacific

    Sponsored by: Adobe

    To encourage CX prioritization, it is crucial to learn about 2020 developments that will inform their marketing strategy. Read this e-book to discover 3 key developments for APAC marketers that, along with technology investments do just that.

  • The Importance of DEM in the Financial Services Industry

    Sponsored by: Catchpoint Systems Inc.

    Today’s tech-savvy customers expect an on-demand digital experience that’s equally savvy, posing a unique challenge in industries known for strict regulations. Jump into this eBook to learn how integrating a digital experience monitoring platform can give financial services organizations proactive insight into their customer-facing services.

  • Service KPIs: 18 Things to Consider

    Sponsored by: Vonage

    Download this white paper to explore some of the most regularly used KPIs and their importance when it comes to measuring customer success, as well as 18 considerations that you can use to shape your KPI measurements.

  • The Ultimate Guide to As-A-Service: Customer Onboarding & Retention

    Sponsored by: ConnectWise

    Read this e-book to gain a 30-45-day playbook for onboarding new customers, tips for expanding your service portfolio, and guidance on evaluating your customer base and introducing existing customers to new services.

  • The State of Agent Experience and Engagement in Today’s Contact Centers

    Sponsored by: NICE inContact

    Improving employee engagement can have multiple ripple effects across an organization— especially in the contact center, where agent experience directly correlates to customer satisfaction. Download this research report to explore key findings on how contact centers can drive satisfaction, engagement, and motivation.

  • Top 3 'Gotchas' in a Salesforce Contract

    Sponsored by: ClearEdge

    Be sure to look closely at the terms in a Salesforce contract. Available exclusively to TechTarget members, this premium download from ClearEdge analyzes the following top 3 Salesforce contract terms to understand and how to fix them: renewal caps, swap rights and restricted use licenses.

  • Negotiating with Salesforce

    Sponsored by: ClearEdge

    Don't negotiate your next Salesforce deal without the correct plan. This download, exclusive to TechTarget members, will provide an overview of the ClearEdge Leverage Management Maturity Model, and drill down into the 4 areas specific to deal execution and how to apply them within your Salesforce negotiation.

  • Right Sizing Your Spend with Salesforce

    Sponsored by: ClearEdge

    Sizing your Salesforce deal incorrectly can cost you in the long run. Download now to learn best practices in planning for license additions and reductions with Salesforce. Key components addressed include: lost leverage from under-purchase, why customers over-purchase, how to forecast accurately, and pros and cons of 4 deal structures.

  • A Manufacturer’s Guide to Growing Profitably

    Sponsored by: Epicor

    Most manufacturers expect to grow their business in the next 12 months and with the right IT in place, they can ensure this change is successful. Study this ebook to learn 5 key growth factors that contributed to business growth last year and 5 risks that may hinder growth in the coming year.

  • How IT Leaders Can Position Customer Experience Initiatives for Success

    Sponsored by: Comcast Business

    76% of the respondents surveyed by IDG and Comcast said they are feeling pressure from multiple sources in the organization to deliver digital CX. Learn why transforming CX is a top digital priority for many organizations, and why IDG says IT will play a key role in this blog post.

  • Legacy Infrastructure & Disjointed Strategic Vision Are Barriers to Next Gen Customer Experiences

    Sponsored by: Comcast Business

    Despite the ubiquity of technology throughout the customer journey, customers still want human-like interactions with brands. In order to provide this, organizations should focus on providing empathy at scale. In this IDC study, explore the challenges of building out empathy at scale and how you can overcome 3 common barriers.

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