Getting the Same Results? 5 Ways to Improve Your IT Strategy
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Call center data analytics 101: CX leader’s guide
By: Broadvoice
Type: Blog
With 52% of today’s customers agreeing that they expect a response from a brand within an hour or less, and 48% saying that they expect specialized treatment to stay committed to a brand, it has become critical for organizations to enhance their call and contact center processes.
However, ensuring personalization and more efficient operations is easier said than done. So, how can companies best keep up and meet new customer expectations?
Dig into this article to gain more insight into the current customer service landscape and discover how call center data analytics can help you improve experiences for all involved.
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UK and Ireland Salary Survey 2016/2017 results
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Over 700 UKI IT professionals reveal their salaries and career expectations for 2016/2017
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Generate a 3x boost in offer responses with Unica Interact
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The Bank of Montreal (BMO) has a deep legacy and a well-established reputation in personal and commercial banking. But BMO also recognizes that consumer expectations have evolved, with customers expecting to choose freely the time and channel they prefer for engaging with their financial institution.
Those expectations present a challenge — requiring that BMO be able to meet a customer’s needs irrespective of timing, with their history accessible as needed to deliver the service required.
In this case study, discover why, in order to drive conversion and enhance the customer experience, BMO trusts Unica Interact to help deliver tailored, relevant, and compelling offers through each of the bank’s channels.
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How to enhance CX for last-mile fulfillment
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As people increasingly turn to online shopping, they also expect a good deliveryexperience. In fact, demand for last-mile delivery has been thriving and is expectedto increase by 78% globally in 2023. Tap into this infographic to learn about 4 steps your business can take to make the most out of the delivery experience for your customers.
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Coronavirus: Total outsourcing spending collapses in March
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IT spending plunged in March, drastically reducing increases that had been expected in the EMEA region.
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5 ways to meet customer expectations for better CX
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Customer expectations for service have never been higher than they are today. Tackling these wants can be difficult, especially when also managing the current labor shortages in contact centers. So, what are the best ways that you can keep up and make your contact center more resilient? Browse this article to learn more.
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How to build user trust with call masking
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Call masking protects your customer’s identity by replacing their real number with a virtual one, enabling secure and anonymous communication between drivers and customers. Read on to learn how your organization can exceed your customers’ expectations on privacy and security, and increase the likelihood of them repeating transactions.
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Infographic: 5 cybersecurity trends for 2023
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The key cybersecurity trends expected to shape 2023 run the gamut from the human behind the keyboard to tools embedding machine learning. Here's the lowdown on six trends IT services executives expect to encounter this year.
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Why DE&I, gender pay equality & wage theft progress is stalling
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The Australian work environment is experiencing a multidimensional shift, and workers’ needs and expectations are evolving with a continuing expectation of flexibility and improved compensation. Download this comprehensive e-book to explore how employees feel about wage theft, gender pay equality, and more with the latest research from Australia.
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A guide to digital self-service for healthcare organizations
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In addition to meeting consumer expectations, streamlining everyday tasks and manual processes with automation reduces the administrative burden on employees. While digital transformation can be complex, this guide breaks it down into a step-by-step approach. Download now to begin your journey.
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CIO and leadership survey 2017
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This survey of 80 CIOs and IT leaders by Coeus Consulting shows the technology and financial trends facing IT leaders and businesses.
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What’s going wrong with cloud investments — and how to fix it
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In this white paper, take a look at why some of the headline benefits of cloud have proven elusive for some, and discover practical cloud remediation advice to help you get back on the path to strong ROI if your cloud plans haven’t quite lived up to expectations.
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The 15 call center metrics you should be tracking right now
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It’s a fact that the customer experience directly affects your bottom line. Recent research shows that organizations with a high performing call center and excellent customer service earn more revenue and profit than those that don’t. But how do you know how well your call center is performing? Read on to learn what you should be checking for.
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E-commerce leader’s guide to headless commerce
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70% of today’s customers say they expect companies to understand their unique needs and expectations, forcing organizations to keep up with new personalization standards to stay competitive. But how can this best be done? Access this guide to learn more.
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The biggest IT buying trends in the past 20 months
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In this e-book, take a look at the biggest trends that have shifted the IT buying and selling landscape in the past 20 months, and the 6 key ways you can adapt your sales and marketing to match
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APM: Key terms, how it works, & its importance for CX
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When apps don’t perform as expected, there are direct impacts on the business—including yours. Read this e-book to ensure you understand the ins and outs of APM to satisfy user and customer expectations.
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Telephony migration: Top considerations for CX success
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When planning your migration to a new CX platform, you expect to be able to deliver better customer journeys through your new solutions and services. However, major migrations can be daunting and can increase risk throughout your organization. Browse this white paper to learn the top approaches for success.
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CW Europe – June 2018
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Research from Computer Weekly has revealed that across Europe, there appears to be no consensus on where IT budgets will be spent over the next year. But what is clear is that total budgets are expected to rise. But where will the money go?
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Contact center leader’s guide to mastering WFH
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With 80% of today’s contact center agents reporting that they work from home, it’s clear to see just how much of the landscape has transformed. However, many still face the same challenges. So, how can businesses best overcome these hurdles while still meeting hybrid and remote expectations? Browse this guide to learn more.
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Infographic: Observability practices in ASEAN
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Just a third of ASEAN organisations have mature observability practices, with most being held back by a patchwork of observability tools. That was one of the key findings that have emerged from New Relic's 2021 Observability forecast study.
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MicroScope – February 2020: The power to transform
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In this issue, MicroScope asks experts what to expect in 2020, and the channel shares why change is necessary to thrive in different business environments
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Integrating AI and BI: Challenges, opportunities, and ethics
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To create true value, companies need to identify exactly where and why AI makes sense for them. That’s why the potential of AI in certain business intelligence (BI) applications is promising. Continue reading in this blog post to explore the challenges, opportunities, and ethical dilemmas of integrating AI and BI.
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What will the enterprise look like in 3 years?
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Alteryx recently surveyed 2,800 enterprise data and IT leaders to see what they expect will change over the next few years and how businesses will react. Download this white paper now to discover their key findings and learn how organizations expect people to work alongside sophisticated generative technology in the future.
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Turn data into insights with AI and ML
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The amount of data stored globally is expected to grow to 8.9 zettabytes by 2024. This infographic details how you can turn your data into a valuable business asset with artificial intelligence (AI) and analytics. See the full infographic here.
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What's going to impact channel in 2017?
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Is the year ahead a bright one for channel? In this January 2017 edition of MicroScope E-zine, uncover the key expectations for channel in 2017.
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2022 Middle East IT Priorities Infographic: Budgets and Buying Patterns
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In this infographic, learn more about the most popular IT projects in the Middle East for 2022 and what companies are investing in more than before the pandemic.
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Rugged handheld computers purpose-built for healthcare
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Healthcare workers need to be employed with devices that are not only reliable but feature-packed, time-conservative and mobile. So, what can you expect when you purchase consumer smartphones — instead of rugged handheld computers purpose-built for healthcare? Download this infographic to find out.
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Artificial Intelligence: Spotlight on ASEAN
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In this e-guide, read about ASEAN's efforts in harnessing AI, the challenges ahead, as well as the rapid developments in the burgeoning field.
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Leaders in IT
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This PDF gives you an insight into the daily lives of IT leaders and the challenges they face on a day to day basics. With technology constantly changing, they are expected to be on top of this and ensure that the workforce is up to date with the latest applications.
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A Computer Weekly buyer's guide to customer and employee experience management
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Businesses 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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Connectivity Cloud, Explained - The executive’s guide to regaining IT and security control
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Computer Weekly – 5 March 2024: Authorised access only – biometrics in the workplace
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How to deliver seamless customer experiences without increasing cost
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Find out you can deliver seamless customer experiences while reducing costs in this short video, where ServiceNow walks you through a day in the life of a member of a successful CX team.
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Salary Survey 2019/20 ANZ
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The growing digital economy in Australia/New Zealand has been a boon to IT professionals, going by the rising wages in the IT sector in both countries. In this e-guide, we look at salary and benefits expectations, how skills shortages are driving the buoyant IT market, and why there's still room for improvement when it comes to women in IT.
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3 ways to expand technology services and still cut costs
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Organisations that modernise their IT service operations can expect to resolve IT outages 25% more efficiently and increase IT service agent productivity by 30%. Read this guide to see how you can enable business growth by eliminating silos, streamlining processes and creating a solid, common data foundation—all on the ServiceNow platform.
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The Essential Server Maintenance Checklist
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Even with the performance and redundant features of servers, increased workload consolidation and reliability expectations can take a toll on server hardware. Check these 14 tasks off of your to-do list to ensure that your servers run smoothly.
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Automotive Ecosystem Vision Study: Next-Generation Transportation Mobility
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Changing customer expectations, the rise of electric vehicles (EVs), and unexpected global supply chain disruptions are pressuring the automotive industry to achieve new levels of service and efficiency. Manufacturers are fast-tracking their digitalization efforts. Learn why this is a critical moment for the automotive sector.
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Why less than 10% of organizations are aligned
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Benelux Salary Survey 2016/2017
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Top 3 cybersecurity challenges of local government
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In this eBook, discover the top three cybersecurity challenges of state and local government and learn how their IT departments can benefit from a partner who can break down these barriers and turn cybersecurity challenges into opportunities.
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Middle East IT Priorities 2017
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Leveraging AR to transform order fulfillment
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ITSM: How CIOs are leveraging AI & machine learning
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Computer Weekly's CW500 Club heard from IT leaders who have introduced collaboration technology to support an increasingly mobile workforce. This presentation came from Laura Bennett, head of digital collaboration at the Parliamentary Digital Service.
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CW APAC, March 2021: Tech career guide
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A path to smart, not just present, video conferencing
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CW APAC: CIO trends
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In this handbook, focused on CIO trends in the Asia-Pacific region, Computer Weekly looks at the top IT predictions for the year ahead