Customer Service Best Practices White Papers
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The Do’s and Don'ts of Audience Engagement
Sponsored by: BrightTALK by TechTargetWebinars should be a crucial part of any marketing strategy. In order to effectively engage buyers, content creators need to take a more interactive approach to deliver a meaningful webinar. Tune into this webinar to learn more.
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Customer experience maps vs. customer journey maps
Sponsored by: TechTarget ComputerWeekly.comCustomer experience management is a set of processes a company uses to track interactions between a customer and the organization across every touchpoint. In this infographic, learn about the main differences between customer experience maps and customer journey maps, and why they are key factors in the operation of CXM software.
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Infographic: 5 differences between call centers and contact centers
Sponsored by: TechTarget ComputerWeekly.comCall centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Download our exclusive infographic to find out what is the difference between call center vs contact center.
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A Computer Weekly buyer's guide to next-generation retail technology
Sponsored by: TechTarget ComputerWeekly.comCustomers' shopping habits were changing long before the coronavirus pandemic accelerated the e-commerce boom. In this 18-page buyer's guide, Computer Weekly looks at the tech innovations retailers are using to adapt and better serve customers.
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Third-party marketing automation vs. native CRM tools
Sponsored by: TechTarget ComputerWeekly.comThough many CRM platforms offer native marketing automation tools, many organisations find it beneficial to use a third-party application, such as Eloqua or Marketo. Read more in this e-guide.
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Top 10 retail technology stories of 2019
Sponsored by: TechTarget ComputerWeekly.comComputer Weekly looks at what 2019 had in store for the retail industry – what technologies were retailers rushing to adopt and how is customer behaviour changing?
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New tech on the block: Planning for blockchain in the retail and consumer packaged goods industries
Sponsored by: TechTarget ComputerWeekly.comThis research from Deloitte identifies the areas with the biggest immediate opportunity for retail and consumer packaged goods (CPG) businesses looking to invest in blockchain technology.
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CRM Evolves Towards Digital Customer Engagement
Sponsored by: TechTarget ComputerWeekly.comThis e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
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Customer service technologies emerge bloodied but unbowed from Covid-19 pandemic
Sponsored by: TechTarget ComputerWeekly.comThe pandemic caused many businesses to reassess their approach to customer experience. Customers were changing their behaviour, their channels, their brands and suppliers and organisations had to adapt. Download this exclusive e-guide and read more about the transformative impact of the pandemic on customer service and experience.
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A Computer Weekly buyer’s guide to next-generation retail technology
Sponsored by: TechTarget ComputerWeekly.comCustomers' shopping habits were changing long before the coronavirus pandemic accelerated the e-commerce boom. In this 18-page buyer's guide, Computer Weekly looks at the tech innovations retailers are using to adapt and better serve customers.
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Create a Great CX Strategy in 6 Steps
Sponsored by: FourNetHow can your organization create a compelling customer experience (CX) strategy? Inside discover what constitutes a successful CX, and explore the 6 steps your organization should take to build a successful CX and confer a competitive advantage.
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Customer Experience Management Enhances Branding and Success
Sponsored by: TechTarget Customer ExperiencePositive 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.
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Guide to Better CX: AI, Chatbots, and More
Sponsored by: ServiceNowWhat'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.
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Achieve CX Optimization with Call Center Transformation
Sponsored by: SquelchIn 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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6 Customer Service Channels You Need to Support
Sponsored by: FreshworksInside this e-guide, you'll uncover the importance of economic supply and demand and an overview of the pros and cons of 6 customer service channels to improve customer experience.
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Customer Service Analytics to Enhance CX
Sponsored by: FreshworksNothing instills customer loyalty as much as being treated like a person. There's an innate note of respect and authenticity that emerges in a process when customers need help and it is offered with a personal touch. Keep reading to learn more about the role of customer service analytics.
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Taking on Virtual Agents to Handle Global Smartphone Users
Sponsored by: ConvergeOneExplore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.
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Virtual agents not yet ready for primetime customer service
Sponsored by: TechTarget Customer ExperienceIn this age of software automation, virtual agents can't replace humans at call centers. Yet chatbots can help assist customers and create new efficiencies.
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A Look at 5 Contact Center Automation Tools
Sponsored by: GenesysIn this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
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Creating Personalized Experiences with Real-Time Insights for CEM
Sponsored by: OpenTextCreating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.
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Analysts Tackle Digital Transformation, CX Struggles
Sponsored by: Dell EMC and Intel®Learn about key issues impeding multinational organizations' efforts to achieve successful digital transformation strategies. Discover what The Economist Intelligence Unit (EIU) and analysts at Forrester have to say about overcoming barriers.
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Let's Chat: 4 Limitations of Automated Agents in the Contact Center
Sponsored by: GenesysIn this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
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Develop a Multichannel Strategy that Supports Customer Experience Management
Sponsored by: BoldChat - LogMeInProviding a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
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Video, Live Chat Usher in Multichannel Customer Service Challenges
Sponsored by: BoldChat - LogMeInCustomers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
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Is Online Video Chat the Path to a Personalized Customer Experience?
Sponsored by: BoldChat - LogMeInIn this expert e-guide, customer experience pro Scott Sachs, President of SJS Solutions LLC, examines the maturation of online video chat as an effective tool in contact centers. Discover tips for architecting personalized customer journeys, and learn how to address some of the challenges of video-based customer service.
