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Customer Support Software Reports
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Digital Genius Makes Strides with AI Chatbots for Customer Service
sponsored by Digital Genius
VIDEO: Modern customers require modern service ... and chatbots can be considered the next link in the modernization chain. But what are the setbacks you'll face with traditional chatbots? See why CB Insights selected Digital Genius for their prestigious Artificial Intelligence 100 list, and learn how they're making strides in smarter customer service.
Posted: 10 Oct 2017 | Premiered: 10 Oct 2017

Digital Genius

Combine Machine and Human Intelligence for Better Customer Service
sponsored by Digital Genius
WHITE PAPER: How can you combine the best of human and machine intelligence to create outstanding customer experiences? Learn how you can unify the two to support customers across new communication channels, reduce time-to-solve tickets, and more.
Posted: 09 Oct 2017 | Published: 09 Oct 2017

Digital Genius

Connecting Field Service Management to the IoT
sponsored by Microsoft
WHITE PAPER: Field service management teams aim to keep costs down while improving customer service relationships. This is hard for organizations though – often, reducing costs hurt customer relationships. But the IoT allows field service organizations to achieve this goal. Discover 4 ways to leverage the IoT to reduce cost and increase efficiency.
Posted: 06 Oct 2017 | Published: 06 Oct 2017

Microsoft

The Current State of Global Customer Service: Research Report
sponsored by Microsoft
RESEARCH CONTENT: 96% of Microsoft's survey respondents said customer service plays a role in their choice of and loyalty to a brand – that's a number too high to ignore. Learn more about the current state of customer service in this research report. Discover respondents' thoughts on: Brand loyalty, perceptions and frustrations, self-service options, and more.
Posted: 06 Oct 2017 | Published: 06 Oct 2017

Microsoft

How to Be a Customer Experience Leader
sponsored by West UC
WHITE PAPER: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. So what can you do to up the ante and deliver a seamless CX across multiple channels? Use this infographic to uncover how to be a customer experience leader.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

West UC

3 Ways Customer Service Technology Can Elevate Your Brick-and-Mortar Store
sponsored by Vonage
RESOURCE: Most customers today don't want to deal with the hassles of visiting a brick-and-mortar store: Long wait lines, products that aren't available and difficult comparisons are not on their to-do lists. Learn 3 ways customer service technology can elevate your brick-and-mortar store, so your customers will use their keys instead of their laptops.
Posted: 29 Sep 2017 | Published: 28 Aug 2017

Vonage

Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017

Five9

The State of Customer Experience 2017 From Voice to Digital: An Industry in Transition
sponsored by West UC
RESEARCH CONTENT: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. Company success now more than ever hinges around how a company deals with its customers. In this research report, explore insight from over 200 professionals to understand the current state of CX.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

Case Study: How Red Hat Software Implemented a CX Platform to Connect Global Support in the Cloud
sponsored by Genesys
CASE STUDY: In this case study, learn how Red Hat Software, a leading global provider of open source software tools, implemented a customer experience platform to improve CX, reduce call times, optimize resources and more.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

Genesys

Busting The Top 10 Myths Of Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Think about the technologies you use for customer engagement—what your customers expect today, and what they'll demand tomorrow. You'll need a platform that meets those demands. Learn why omnichannel customer engagement is your best choice for delivering exceptional CX. Plus, uncover the truth behind 10 common omnichannel myths.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

5 Key Features To Look For In A CX Platform
sponsored by Genesys
WHITE PAPER: Many contact center tools today deploy siloed interaction channels, in which each customer interaction is managed in isolation' – this is a poor approach to CX. Explore 5 critical capabilities you'll need in your CX platform to take your customers to the next level of customer engagement.
Posted: 20 Sep 2017 | Published: 20 Sep 2017

Genesys

Research Report Findings: Top 10 Current Customer Service Trends
sponsored by Genesys
RESEARCH CONTENT: In the age of the customer, consumers expect easy, effective, deeply personal service, and this is shaping customer service technology priorities. In this Forrester Research report, learn about the top 10 customer service trends to pay attention to in order to deliver customer service excellence.
Posted: 15 Sep 2017 | Published: 27 Jan 2017

Genesys

7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER: According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service.
Posted: 14 Sep 2017 | Published: 14 Sep 2017

Genesys

Boost Contact Center Service (Without Adding Agents)
sponsored by NICE Systems, Inc
EGUIDE: Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

The Importance of Remote Customer Support in a Shift-Left World
sponsored by LogMeIn Rescue
WHITE PAPER: More companies are using a "shift-left" approach to customer support – that is, to lower levels of support – and moving repetitive work to self-service. But how can the work be shifted smoothly without adversely impacting customers? Learn how remote support can meet evolving support needs in a shift-left world.
Posted: 29 Aug 2017 | Published: 29 Aug 2017

LogMeIn Rescue

Work Smarter, Not Harder: 6 Ways to Increase Productivity Across Your Customer Support Organization
sponsored by LogMeIn Rescue
WEBCAST: How is productivity defined and measured within a customer support organization? Join Alan Berkson of Freshservice and Christopher Savio of LogMeIn Rescue to uncover 6 ways to increase productivity across your support organization.
Posted: 25 Aug 2017 | Premiered: Aug 18, 2017

LogMeIn Rescue

The State of Support Services 2017
sponsored by LogMeIn Rescue
RESEARCH CONTENT: In this research report by the Technology Services Industry Association, learn the current state of customer support services, including 4 strategy elements of the current customer support transformation 4 key phases of the customer lifecycle and the engagement channel that brings the most customer satisfaction.
Posted: 24 Aug 2017 | Published: 14 Feb 2017

LogMeIn Rescue

Gatwick Airport Improves Passenger Experience, Enhances Airport Operations Efficiency
sponsored by Splunk Services UK Ltd
CASE STUDY: In this case study, learn how Gatwick Airport in London used Splunk Cloud to improve the passenger experience, predict the customer flow, and increase visibility.
Posted: 23 Aug 2017 | Published: 23 Aug 2017

Splunk Services UK Ltd

Datasheet: SAP Hybris Commerce Cloud
sponsored by SAP Hybris
WHITE PAPER: Learn how SAP Hybris Commerce Cloud can help your business become omnichannel, deliver contextual customer experiences, and unify customer processes.
Posted: 12 Jun 2017 | Published: 12 Jun 2017

SAP Hybris

Resolve Customer Issues and Execute Service Orders with Cloud CX tools
sponsored by SAP Hybris
WHITE PAPER: How are your call center agents and on-site technicians equipped for these situations? Learn how the right tools can help you leverage omnichannel customer support, provide the right resources at the right time, and digitally transform your service organizations.
Posted: 08 Jun 2017 | Published: 08 Jun 2017

SAP Hybris

Vendor Analysis for Multichannel Customer Engagement Tools
sponsored by SAP Hybris
WHITE PAPER: Forrester has assessed 22 vendors that offer machine learning, personalization, and ad tech features designed to help marketers interact with their audience. Uncover which 5 capabilities companies should look for to make the decision-making process smoother.
Posted: 08 Jun 2017 | Published: 08 Jun 2017

SAP Hybris

Engaging the Unengaged Consumer
sponsored by SAP Hybris
WHITE PAPER: It can feel like today's social and mobile customer is engaged in everything ... except you. How can you deliver an exceptional experience, like those of agile and legacy free market disruptors? Finextra reveals how banks are doing just that in this white paper.
Posted: 05 Jun 2017 | Published: 05 Jun 2017

SAP Hybris

How CPQ is Changing: AI, Machine Learning and More
sponsored by Pros Inc.
EGUIDE: The configure price quote (CPQ) technology market is consolidating – but its importance in speeding up front-office processes and enhancing the customer experience continues to grow. In this e-guide, learn how CPQ is evolving within the changing market.
Posted: 26 Jul 2017 | Published: 24 Jul 2017

Pros Inc.

The Top DaaS and VDI Complaints Addressed
sponsored by Dizzion
WHITE PAPER: This white paper dives into some common complaints found in online reviews of large DaaS and VDI vendors, and explains how one company addresses challenges around difficult set up, lack of technical support, and much more.
Posted: 10 Jul 2017 | Published: 10 Jul 2017

Dizzion

Detangle the Agent Desktop Disaster Empower Your Team to Deliver a Seamless Customer Experience
sponsored by Genesys
VIRTUAL ENVIRONMENT: Here's the truth: Your desktops are inhibiting your employees and hurting your customer relations. Watch this webcast to learn how to optimize your desktops, improve customer relations, and how to better manage customer data.
Posted: 05 Jun 2017 | Premiered: 02 Jun 2017

Genesys
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