Customer Service White Papers
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Maurices: A Partnership Driven By Performance
Sponsored by: TeleperformanceMaurices’ customer satisfaction score (C-SAT) for a prior 14-month period fell short of their 25-point goal. Download this case study e-book to discover the outcomes associated to Teleperformance’s action plan for Maurices, wherein the C-SAT review processes were updated, and Training Arcade rolled out to gamify agent learning.
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Computer Weekly – 27 February 2024: Microsoft's 'unfair' cloud licensing under scrutiny
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, we examine claims that Microsoft's licensing policies are damaging competition in the cloud. Our latest buyer's guide asks if hybrid cloud is now CIOs' end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified comms market. Read the issue now.
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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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Computer Weekly – 24 October 2023: Brewing data insights at Heineken
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, we find out how brewing giant Heineken is building a data ecosystem to share insights and tap into AI capabilities. The UK is conducting an investigation into cloud supplier dominance – what will it mean for users? And we examine how generative AI could be used to improve customer experience. Read the issue now.
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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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Computer Weekly – 11 October 2022: Government bins IR35 reforms – what you need to know
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, after the government scrapped its IR35 reforms, we examine what IT contractors need to know. With hybrid working, employee experience is a priority – we look at how it meshes with customer experience initiatives. And we assess the options for unstructured data storage in the cloud and on-premise. Read the issue now.
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A Computer Weekly buyer's guide to customer and employee experience management
Sponsored by: TechTarget ComputerWeekly.comBusinesses are facing new challenges to meet the expectations of customers and employees. In this 14-page buyer's guide, Computer Weekly looks at the benefits of the experience economy, the customer service implications of always-on mobile users and how digital platforms can engage customers across all channels.
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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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Computer Weekly - 11 January 2022: How Pepsi is taking digital to the max
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, we talk to PepsiCo's digital director about delivering innovation in customer experience. Our first buyer's guide of 2022 examines hybrid cloud storage. And we find out how Arkwright and Granville from the BBC sitcom Open All Hours are inspiring retailers 40 years on. Read the issue now.
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A Computer Weekly buyer's guide to digital customer experience
Sponsored by: TechTarget ComputerWeekly.comThe pandemic has brought on changes to how organisations and their customers interact. In this 15-page buyer's guide, Computer Weekly looks at why firms need to adapt, what customer and employee experience has in common and what companies are doing to update the digital customer experience.
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Computer Weekly - 12 October 2021: How AI - and puffins - are boosting renewable energy
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, we find out how an artificial intelligence system for tracking puffins could help boost renewable energy use. We examine the often-overlooked, but often damaging, diversity issue of age discrimination in tech. And we look at the key considerations when choosing enterprise cloud file services. Read the issue now.
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Computer Weekly – 5 October 2021: The most influential women in UK technology
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, we reveal the 50 women chosen as the most influential in UK technology for 2021, and talk to the 10th winner of our annual list – Poppy Gustafsson, CEO of Darktrace. Also, our latest buyer's guide looks at digital customer experience technologies. Read the issue now.
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Computer Weekly - 25 May 2021: Making data an asset, not a threat
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, we examine the latest developments in the UK government's National Data Strategy and what it means for the economy. Our latest buyer's guide explains the emerging technologies around computational storage. And we look at the advances in customer experience management during the pandemic. Read the issue now.
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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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Avon calling: what happens when lockdown eliminates your business model?
Sponsored by: TechTarget ComputerWeekly.comIn 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.
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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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MicroScope: Steering IT in the right direction
Sponsored by: MicroScopeAn issue looking at the timing of the ideal sales pitch and just what's happening with IoT and the channel.
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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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Computer Weekly - 19 October 2021: Making the case for and against police use of facial recognition technology
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, as the Met Police enhances its facial recognition capabilities, we examine the pros and cons of law enforcement use of the technology. Three in five IT professionals want a new job – is there a tech exodus in the industry? And we take an in-depth look at the growth of the Nordic datacentre sector. Read the issue now.
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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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CSM Essentials Guide: Advanced self-service platforms open new customer frontiers
Sponsored by: ServiceNowGartner recently found that 15% of all customer service interactions will be handled completely by AI by 2021. But many organizations have also reported difficulty with managing AI technologies. Read the 3 articles in this handbook to learn about the benefits and drawbacks of customer service AI and other self-service platforms
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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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AI: What it is, and should you use it
Sponsored by: FourNetThe hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.
