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Customer Support Software Research

  • 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.

  • Building a Modern IVR with Conversational AI

    Sponsored by: Twilio

    IVRs are central to many contact center strategies yet outdated systems can easily frustrate customers. So, what does it take to build a modern IVR with conversational AI, for example? Tune into this webcast to learn how and to view a demonstration of the process.

  • 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.

  • Six Key Ways to Reinvent the Customer Experience with IVR

    Sponsored by: Twilio

    Access this e-book to learn 6 key ways to reinvent the customer experience using your IVR, and then see exactly how to build one yourself.

  • Virtual Xperience20

    Sponsored by: Genesys

    Be prepared to meet these challenges with 20 videos full of the insights, best practices, and effective technology needed to create the customer experiences your business depends on. Access it here.

  • 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.

  • 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.

  • 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.

  • Enterprises save millions by integrating Adobe Document Cloud with Microsoft 365

    Sponsored by: Adobe

    Forrester interviewed Adobe Document Cloud and Microsoft 365 customers and calculated the potential return on investment (ROI) over three years. Access this data sheet to explore the 5 key benefits Forrester discovered during their research.

  • 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.

  • Meeting the advanced challenges of modern CX

    Sponsored by: Zendesk

    Access this white paper to learn the top 4 CX challenges to overcome and discover how Zendesk can meet these challenges head on while enabling companies to build a complete view of their customer experience, empower agents with quick, easy access to customer details, and meet the expectations of the modern customer.

  • B2C Commerce Suites, Q2 2020

    Sponsored by: Adobe

    Access this white paper to learn about the 31-criterion evaluation of the 10 most significant B2C commerce suite providers and see how they compared.

  • Three Benefits of Delivering Unified Commerce

    Sponsored by: Adobe

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

  • 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.

  • 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.

  • Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan

    Sponsored by: Empirix

    In order to implement the right testing scenario for your customer experience, first you must fully understand your existing environment. Inside this guide, find 10 tips for developing and planning end-to-end contact center testing.

  • Restarting Retail: 4 Ways to Gain a Digital Edge

    Sponsored by: DMI Inc

    In the past few months, customer experience has faced some digital upheaval. In this guide, learn about the top four customer experience strategies businesses have discovered to gain a digital edge. Read about the specifics here.

  • Building connected experiences in the era of algorithmic marketing.

    Sponsored by: Adobe

    As part of Adobe’s Experience Essential series, this installment provides examples of what a good, connected marketing experience should look like.

  • Mastering the complex buyer journey.

    Sponsored by: Adobe

    In this introductory guide, learn about the basics of customer experience (CX) so that your business can achieve customer experience management (CXM) success.

  • 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.

  • 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.

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