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Customer Service Research

  • ROI of ServiceNow Customer Service Management for CSPs

    Sponsored by: ServiceNow

    ServiceNow recently commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study. It examines the potential ROI from ServiceNow Customer Service Management for enterprises in the communication sector. Explore the key findings in this white paper.

  • Delivering Effortless Customer Engagement in Retail

    Sponsored by: Twilio

    Download this eBook to explore research on the state of retail, and tips for delivering the connected experience that customers expect.

  • Creating Consumer Impact in Retail

    Sponsored by: Twilio

    When customers engage with brands, they prioritize two things: Convenience and customization. The growing number of touchpoints is complicating the customer journey. In this white paper, learn about a flexible but one-to-one communication strategy can reduce complexity while delivering quality experiences.

  • The Future of Customer Experience

    Sponsored by: RingCentral

    Watch this video, to hear from RingCentral’s AVP of Customer Engagement John Finch as he describes the future of effortless customer engagement, and the steps organizations must take to achieve that.

  • The future of marketing is creative.

    Sponsored by: Adobe

    Access to data makes us smarter—but all this information also makes us slower. With a plethora of customer data to sift through, businesses seize up. With this new Adobe guide, businesses can learn how to get back to using customer data productively.

  • You Don’t Just Want Answers, You Want the Right Answers!

    Sponsored by: Serviceaide

    Scripted chatbots and virtual agents are more different than you think. In this webinar, learn exactly what sets the two technologies apart. The webinar also provides insight into how automation and knowledge management are powering intelligent virtual agents in customer support.

  • Nurture and Develop Your Virtual Agent’s Career

    Sponsored by: Serviceaide

    Many customer support agents are overworked and overburdened with around the clock support, management headaches, and budget constraints. As a result, businesses are considering hiring digital staff to help ease the load. Learn more about the future of virtual agents in IT in this guide.

  • 2 Real World Case Studies for Intelligent Virtual Agents

    Sponsored by: Serviceaide

    As the never-ending pressure to lower IT costs builds, enterprises are seeing how a shift to intelligent Virtual Agents meets customer demands at a far lower cost. In this report, learn about the real-world applications of Virtual Agents.

  • Real World Case Studies for Intelligent Virtual Agents

    Sponsored by: Serviceaide

    The demands for customer support grow exponentially every day. To bridge the gap between the supply and demand of customer support, enterprises are implementing intelligent Virtual Agents. Learn more in this 2-minute video.

  • Deal-Makers' Guide to Salesforce

    Sponsored by: ClearEdge

    This 33-page guide unlocks insights into how to get your best Salesforce deal by giving you, 3 tactics to help you get the best pricing on your contract, the best practices to negotiate your best deal – because negotiating without leverage is just another form of begging, tips on how to avoid over-buying or under-buying, and more.

  • 2020 Global Customer Experience Benchmarking Report

    Sponsored by: NTT

    Access this ebook to learn how to remain relevant in a complex, changing environment by adhering to 6 CX recommendations and discover the 4 attributes that the top CX performers all possess.

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

    Sponsored by: ServiceNow

    Watch this webinar to hear from Jonathan Zur, Service Program Manager at HP Indigo, as he explains how product uptime and customer satisfaction improved after ServiceNow helped the company enlist field service engineers as mobile case agents who could schedule their own visits.

  • Why B2B Customer Care Needs to Be Different

    Sponsored by: ServiceNow

    Read this interview between ServiceNow and IDC researcher, Karl Whitelock, to see why CX experts say your approach to B2B customer care needs to be different from B2C.

  • Your Go-To Guide for Web Personalization with Progress Sitefinity

    Sponsored by: Progress Software Corporation Sitefinity

    Download this e-book for a refresher of content personalization fundamentals and learn how Progress Sitefinity CMS and Sitefiniity Insight can help manage, organize, and deliver your content.

  • Why Service Assurance is Vital for a Quality 5G Customer Experience

    Sponsored by: ServiceNow

    Access this white paper to read an interview between ServiceNow and Karl Whitelock, Research VP, Communications Service Provider Operations and Monetization at IDC address the top 7 concerns facing service assurance in a 5G world.

  • Be where your customers need you to be

    Sponsored by: Axway

    In these unprecedented times, banks must move beyond compliance and adopt a nimble mindset that focuses on the customer’s experience, not just the bank’s process. Access this data sheet to learn about Axway, a customer experience solution that has been helping banks navigate change for the last 20 years.

  • The State of the Contact Center: 8 Insights Shaping the Future of CX

    Sponsored by: 8x8, Inc.

    Download this eBook to explore results from 8x8 and Hanover Research’s recent survey on the current state of contact centers, and the 8 key findings they predict will shape the future of CX.

  • Delivering on the Promise of a Great Customer Journey

    Sponsored by: Progress Software Corporation Sitefinity

    Customer satisfaction and customer relationship management are crucial components to any successful business strategy, and businesses are realizing this—about 2/3 of organizations have customer experience initiatives underway. Read on to learn more about customer expectations, market trends, and business strategies about customer satisfaction.

  • Take Personalization to the Next Level with Hyper-Personalization

    Sponsored by: Progress Software Corporation Sitefinity

    Watch this webinar to learn about hyper-personalization and how it can help take you existing strategy to the next level.

  • Future-Proof Your Digital Experiences

    Sponsored by: Progress Software Corporation Sitefinity

    Digital transformation is frequently touted as a necessary initiative, but what exactly is it addressing? For many businesses, digital transformation is a process focused on overhauling and improving the user experience. Watch this webcast to learn how digital transformation affects the customer experience and prepares it better for the future.

  • Communication Matters: How Employee Empowerment Impacts Brand Experience

    Sponsored by: RingCentral

    While there are many steps to making CX goals possible, unified communications and collaboration helps retailers connect with customers on a new level. In this e-book, uncover 5 communications experiences that illustrate how a UCC strategy can create an effortless employee experience that allows your team to better serve shoppers.

  • COVID-19 App Customer Risk

    Sponsored by: Syniti

    Watch this brief video to learn how you can use Syniti’s app to track and manage your customer risk in times of uncertainty.

  • 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.

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