ANALYST BRIEF:
To be effective in 2021 and prepare for the future, Forrester says that B2B marketing organizations must increase the efficiency and adaptability of their content engines. Explore the four planning assumptions that B2B marketing organizations should integrate into their content strategy in this research brief.
EGUIDE:
Though 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.
CASE STUDY:
Maurices’ 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.
EBOOK:
Business-grade of Voice Intelligence (Vi) tools go beyond the basic capabilities of their consumer counterparts to help run automated call centers and enhance consumers’ e-commerce experiences. Dive into this e-book to understand the ins and outs of Vi, as well as 6 ways of using Vi to improve your business.
EGUIDE:
In this expert guide, learn how customer service technologies have evolved since they first emerged and why they’re so important to your overall strategy.
EGUIDE:
In 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.
EGUIDE:
In the age of the customer, the term customer experience is highly charged and constantly changing. What adds to this is the new technology being used in contact centers to improve the customer experience. In this e-guide, learn how artificial intelligence, chatbots, and better data insights are used to improve CX and increase customer loyalty.
EZINE:
In this week's Computer Weekly, planning datacentre capacity is a growing challenge – we ask the experts for the latest best practice. Victims of the Post Office IT scandal explain why they think they were targeted for speaking out. And we look at the digital skills gap in retail and find out how employers can source talent. Read the issue now.
EGUIDE:
Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.
EGUIDE:
Gartner 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
