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Customer Service Research

  • How Digital Transformation Impacts the Modern Contact Center

    Sponsored by: Talkdesk

    According to a recent Frost & Sullivan survey of IT decision-makers, almost 70% of respondents that said they achieved 51-100% revenue growth were early adopters of digital transformation. Find out more information here.

  • 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.

  • 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.

  • Talkdesk: Enterprise Cloud Contact Center for the Digital World

    Sponsored by: Talkdesk

    In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.

  • 5 Signs It's Time to Partner with a Retail Technology Provider

    Sponsored by: SFG

    In this white paper, explore 5 signs it's time to partner with a retail technology provider. Review how ecommerce businesses can benefit from retail technology partners, and discover if SFG is right for your organization.

  • Revving Your Salesforce Community Engine: See How 5 Great Brands Are Leveraging Search to Drive More Engagement and Better Self-Service

    Sponsored by: Coveo

    View this white paper to learn how 5 great brands are leveraging AI-powered search technology to drive more engagement and better service across their organization.

  • 4 Critical Business Challenges Faced by Support

    Sponsored by: Coveo

    Customer expectations are changing faster than ever before. Do you know what to expect? View this infographic to explore the 4 critical business challenges facing modern support organizations and learn how AI-powered search can provide help.

  • How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model

    Sponsored by: Coveo

    View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.

  • 7 Ways to Set Up Your Chatbot for Success

    Sponsored by: Ascendum Solutions LLC

    How successful is your chatbot? View this white paper to explore the 3 primary causes of chatbot failure. Unlock 7 ways to improve your chatbot's success rate, and gain a critical understanding of chatbot design and implementation.

  • Self-Service Health Check

    Sponsored by: Coveo

    A large majority of customers will tell you that an intuitive self-service customer experience is the preferable way to go. Use this self-service health check to find out if your self-service experience is up to snuff with what the average consumer's expectations.

  • X Series Solution Overview

    Sponsored by: 8x8, Inc.

    In this white paper, the 8x8 X Series consolidated contact center solution addresses the problem with an unprecedented level of integration, which can be deployed rapidly and reliability across entire organizations.

  • 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.

  • Dynamic Case Management - A Key Capability in the Contact Center

    Sponsored by: Appian

    Dynamic case management helps simplify complex interactions so customer service agents can provide resolutions faster—improving CX and customer retention. Read this white paper to learn how Appian Intelligent Contact Center with dynamic case management capabilities can help your call center exceed the KPIs that matter most.

  • It's Good to Talk Even in a High Tech World

    Sponsored by: BT

    View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.

  • Appian for Financial Services: Intelligent Contact Center

    Sponsored by: Appian

    Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.

  • Content Center Best Practices for True 360 Degree Customer View

    Sponsored by: Appian

    How do you balance all our modern technologies with human representatives for that elusive 360-degree customer view in order to remain competitive in the growing contact center industry? Watch this webinar to find out.

  • The Appian Intelligent Contact Center Platform

    Sponsored by: Appian

    In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.

  • Contact Center Success with Appian

    Sponsored by: Appian

    Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.

  • 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.

  • 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.

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