4 techniques to perfect customer service
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AI proves value in HR, but handle with care
By: TechTarget ComputerWeekly.com
Type: eGuide
Artificial Intelligence could be, and often is, seen as a bogeyman in HR. The infamous Amazon case, widely reported in 2018, where a recruitment algorithm decided not to consider women candidates because of their gender, basing itself on past data, is a byword for how things can go wrong with AI in HR.
But AI is also proving its value for HR. The Amazon debacle, which came to light in 2015, leading to the termination of that specific project in 2017, has not stopped companies using AI to standardise recruitment. And Amazon said it had never used the rogue algorithm for real, in any case.
The increasing prominence of AI, and other digital technologies, means that organisations are also being forced to re-skill the workforces they have recruited and retained. Even CIOs will need to up their game to stay relevant, we find.
And, contrary to popular common wisdom that AI is bound to be on the side of the bosses and against the workers, we also see, in this e-guide, how the allocation of work by algorithm might have advantages for workers as well as employers, even in the so-called “gig economy”.
Moreover, there is more to advanced HR software use than AI. In this e-guide we see it being used, in richly detailed case studies, at a strategic level by a trio of companies: at the merged Standard Life and Aberdeen Asset Management, The Gym Group, using data analytics to support expansion , and Agfa-Gevaert, to effect a spin-off.
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Analyst report: How finance teams can manage digital growth
By: Avalara
Type: Analyst Report
Given that digital transformation is evolving at a dizzying pace, and that such transformation drives new customer preferences, businesses must adapt to remain competitive.
This Aberdeen Strategy and Research report zeroes in on how finance teams are meeting that challenge.
Read the CFO’s State of Commerce Playbook to learn about:
- The five riskiest business obstacles facing finance teams
- Key capabilities that can support digital commerce strategies
- And much more
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Backup monitoring: Building a better client experience
By: Scalepad Software
Type: Case Study
In the relationship between MSPs and clients, trust is paramount. That’s why backups, which are vital for disaster recovery, are crucial to get right. One bad experience is all it takes for clients to seek out a new MSP.
Fortunately, by prioritizing backup service and enabling proper backup monitoring, MSPs can deliver the level of security needed to build long-lasting relationships with their clients.
Read on to discover how greater backup reliability can lead to an improved client experience and better business performance.
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Computer Weekly - 17 December 2019: How data analytics is improving the world's greatest tennis players
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we talk to the organisation that runs men's tennis worldwide to find out how data analytics is transforming the sport. Intel processors delays will affect Windows 10 upgrades – we examine the implications. And we ask if AI is living up to the hype in enterprise IT. Read the issue now.
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Fighting ransomware: Why good luck won’t help you
By: Druva & AWS Marketplace
Type: eBook
Download this e-book for the Insider’s Guide to Defending Against Ransomware, so you can evaluate the real risks, costs, and strategies for IT leaders.
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Top 10 business applications stories of 2019
By: TechTarget ComputerWeekly.com
Type: eGuide
The steady incursion of artificial intelligence (AI) into enterprise software was a major theme behind Computer Weekly's indepth stories in this area in 2019. Human versus machine is the opposition that looms over much of the coverage here. Here are Computer Weekly's top 10 business applications stories of 2019.
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Marketing software moves closer to centre of the CIO's vision
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide: Software for marketing, from content marketing through customer experience management to marketing automation, and the rest, has not been as central to the vision of CIOs as ERP and the full panoply of IT infrastructure: storage, security, networking, data centres, and all of the above delivered by way of the cloud.
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The future of customer engagement through digital communication
By: 8x8
Type: eBook
Digital is the present and future of customer engagement, with well-developed integrated communications platforms a must-have for modern enterprises. Access this report to learn how GlobalData puts together a comprehensive guide to how modern businesses are redefining their customer engagement by using digital communications and APIs.
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Voice APIs: Still preferred for high touch environments
By: 8x8
Type: Infographic
There are still key challenges that enterprises face in their voice communication with customers. Read on to learn about 3 voice API features that can help you overcome those challenges and enable better voice conversations – thereby building customer trust and creating personalized engagements.
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The Key to Supply Chain Optimization
By: Blue Yonder
Type: Product Overview
For today’s retailers, manufacturers, and logistics providers, consistent supply chain optimization is critical to business success. But as transformation continues to get more complicated, how can organizations best fulfill customer demand from planning through delivery? Access this e-book to learn more.
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Omnichannel engagement: The secret to achieving customer satisfaction
By: 8x8
Type: eBook
When your customers are satisfied with your products or services, it leads to soaring KPIs, and better and more integrated customer experiences. But how do you build a business case to make this happen at your organization? It’s not as difficult as you would think. Read on to learn more about building a business case for omnichannel.
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Computer Weekly – 29 September 2020: How supply chain management is changing after Covid-19
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we examine the profound changes in supply chain management as a result of the global pandemic. We find out how digital experience platforms can help deliver an omni-channel web presence. And we look at the role of technology in cracking down on international money laundering. Read the issue now.
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Transforming Alzheimer’s Society’s contact center
By: FourNet
Type: Case Study
Contact center evolution at Alzheimer’s Society presented 6 key challenges, one of which being that the go-live across sites could not interrupt support services to those living with dementia. Along with unpacking all the obstacles, this case study maps out how FourNet guided the Society’s contact center transformation. Read on to learn more.
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8 fraud fighting benefits of BankIDs
By: Ping Identity Corporation
Type: White Paper
With the help of an effective BankID, some even reducing online payment fraud for their users and business partners to levels as low as 0.00042%. This white paper explores how organizations can use BankIDs to fight fraud, including 8 key benefits. Read on to learn more.
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AI and ML: Benefits, challenges, value & more
By: Teleperformance
Type: Research Content
While AI was once seen as a complex and inaccessible technology, it’s quite a different story today. Due to its now easy-to-use and implement nature, many organizations are starting to reap the benefits of leveraging AI and ML solutions in their day-to-day processes. Dig into this report to learn more.
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5 Steps to A World Class Supply Chain
By: Ensono Limited
Type: White Paper
In special white paper by Retail Gazette and cloud-native consultancy, join Ensono Digital as it looks at how careful analysis of supply chain structures and reassessment of the basics can reap rich rewards, improving resilience, and flexibility while reducing costs.
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Discover how to deliver trusted AI innovation at scale
By: Teradata
Type: eBook
While there are a variety of strategies for unlocking the potential of AI, 3 emerging use cases stand out as high-value investments that can help organizations maximize their AI capabilities. Read on to learn about 3 steps you can take to establish powerful AI strategies for your business.
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Design a winning omnichannel strategy with this tool
By: 8x8
Type: eBook
Just because customers aren’t dealing directly with a single sales agent anymore, doesn’t mean they don’t crave personalized, human-centric engagement. The million-dollar question is, with so many channels available, which should you be using? In this e-book, explore 4 different channels and their advantages in customer satisfaction.
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Build your cloud, your way white paper
By: Hewlett Packard Enterprise
Type: White Paper
Migrating applications and workloads to the cloud can be complex, especially when there are multiple environments in the picture. To create more unified experiences, many organizations have turned to building their own clouds. However, this process is complicated. So, how do you simplify it? Browse this white paper to learn more.
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Why missing product information can be a critical error
By: Akeneo
Type: Webcast
The frustrations of finding the right product or service across hundreds of options is a shared experience for many in any industry, but especially in B2C environments. Learn why product experience strategy is the essential first step to omni-channel CX and digital commerce domination in this webinar.
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How virtual desktops simply end user computing during lockdown
By: TechTarget ComputerWeekly.com
Type: eGuide
While desktop virtualisation is nothing new, the coronavirus pandemic has demonstrated the value of providing employees with seamless remote access. In this e-guide we look at the suitability of streaming applications via virtual desktop infrastructure to support employees working from anywhere.
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Computer Weekly – 19 July 2016: Building big ideas in banking
By: TechTarget ComputerWeekly.com
Type: Ezine
In this issue we visit JP Morgan's European software development centre in Glasgow to see how the investment bank is working with local universities and collaborating in the open source community. Software chief, Stephen Flaherty, talks about how JP Morgan uses open source software and has now begun contributing to open source projects.
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MicroScope - December 2017: Unlock the potential of DaaS
By: MicroScope
Type: Ezine
This month's MicroScope ezine looks at the issues around device as a service (DaaS), the outlook from HP and a report from the UK CompTIA conference.
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Computer Weekly buyer's guide to fintech
By: TechTarget ComputerWeekly.com
Type: eBook
In this 14-page buyer's guide, Computer Weekly weighs up thecompetition from tech-based challenger banks, the importanceof customer experience and the value of leaving conventionalbanking in the past.
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CIO Trends #7
By: TechTarget ComputerWeekly.com
Type: eGuide
Read some of our most popular articles on issues faced by IT decision makers, such as how to get the most out of the internet of things, and how to tailor your IT operating model to fit in the digital age.
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Top Channels Travelers Use to Connect with Airlines: Insights for Executives
By: Teleperformance
Type: Research Content
With 69% of today’s customers who have contacted the same airline before and after the pandemic reporting that their interactions are now different, it has become critical for airline companies and other travel organizations to enhance their support efforts. However, doing so is easier said than done. Browse this guide to learn more.
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Marketing analytics, big data and ethics
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide, we discuss the how important respecting the data privacy of customers and prospective customers is for companies trying to make a profit. For commercial organisations, finding this ethical balance between making money from data and safeguarding the privacy of personal data is more important than ever thanks to the EU's GDPR.
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Put Purchase Intent Data to Work for You
By: TechTarget
Type: eBook
Simply adopting a CRM system doesn’t guarantee better customer relationships. The data you put into the system matters. In this e-book, Patricia Anton, founder of Anton Consulting, Inc. discusses how you can bring together data, human processes and technology to create a competitive advantage.
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The last mile to the individual customer: Sales and marketing software trends
By: TechTarget ComputerWeekly.com
Type: eGuide
From this e-guide you will learn about such developments in sales and marketing enterprise software in 2018, with a view to 2019 – from Computer Weekly and from our specialist US TechTarget site SearchCRM.
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Digital Transformation: Part I
By: TechTarget ComputerWeekly.com
Type: Presentation
In this presentation from our CW500 event, director of digital architecture and transformation Chris Boyd explains how Telefonica tackled the challenges of delivering people, cultural and organisational change.
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Contact center leader’s guide to mastering WFH
By: Hinduja Global Solutions
Type: eBook
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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Customer engagement: The value of omnichannel retail strategy
By: 8x8
Type: White Paper
According to Salesforce research, 76% of customers expect consistently great service across different departments and channels. Read on to learn how Communication APIs can enable your organization to better manage customer conversations and streamline your engagement strategy to achieve a consistent customer experience.
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MicroScope – March 2020: Making life simpler for the channel
By: MicroScope
Type: Ezine
In this issue, read about how Dell is continuing on its mission to make life easier for partners by introducing improved tools, and we take a closer look at how cloud, cyber security and 5G are set to dominate over the course of 2020
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The secret to better communication for educators
By: Sangoma Technologies
Type: White Paper
Today’s education professionals need efficient ways to communicate and interact with parents, administrators, students, and coworkers. However, due to school budget restrictions and other challenges, many educators find themselves unsure of how to proceed. Dig into this white paper to learn more.
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Quocirca: Selecting a cloud printing platform
By: TechTarget ComputerWeekly.com
Type: Resource
As IT teams are faced with managing printing across a hybrid workplace, cloud printing platforms offer a way of tracking, monitoring and securing print in the office and at home. With untrusted devices, such as home printers, posing a threat to IT security, cloud print platforms that support zero-trust environments should be deployed.
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MicroScope - January 2020: SMEs and managed services
By: TechTarget ComputerWeekly.com
Type: Ezine
In this issue of MicroScope, we look at the channel opportunity in the SME customer base as they look for managed services support, our roundtable discussion looks at the transformative appeal of unified communications, and consider why software development houses are switching to no-code. Read the issue now.
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How to enhance your network for the future
By: TechTarget ComputerWeekly.com
Type: eGuide
The world of networking is broad in its scope, and touches on almost every other aspect of enterprise IT.
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Focus: Enterprise digital transformation
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide we look at how businesses can stay on track through collaboration, innovation, listening to user needs and partnering with suppliers.
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How to improve agility with business process automation
By: Orchestral.ai
Type: Product Overview
For business agility to happen, organizations need an event-driven workflow automation tool capable of cross-domain automation with enterprise grade support. View one such solution, Orchestral.ai’s Composer tool in this product overview resource.
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Why hyper-converged infrastructure could improve overall IT performance
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we examine the growing market for hyper-converged infrastructure, and assess the options available. We ask mature users of the cloud what's next for their migration to off-premise systems. And we analyse how retail supply chains are developing to keep up with online and mobile shopping trends.
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Computer Weekly – 3 October 2017: Digitally preserving history
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how cloud technologies are helping Gibraltar to digitally preserve historic documents and safeguard its cultural heritage. We examine progress on the roll-out of the new NHS national network. And our latest buyer's guide looks at cloud-based ERP software. Read the issue now.
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MicroScope – December 2019: Time for change
By: MicroScope
Type: Ezine
In this issue, we ask experts how they're approaching digital transformation to meet customers demand, and we look at whether the actions of the user should reflect on the accountability of the cloud provider
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Computer Weekly – 29 May 2018: Tech's role in tackling humanitarian crises
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we learn about how mobile connectivity is a lifeline for Syrian refugees in Turkey, thanks to the mobile network operators in that country. And our latest buyer's guide examines how modern network security enables digital transformation at a range of companies. Read the issue now.
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Computer Weekly – 16 January 2018: How to fix the Meltdown and Spectre chip flaws
By: TechTarget ComputerWeekly.com
Type: eBook
In this week's Computer Weekly, as CIOs come to terms with the Meltdown and Spectre processor flaws that make every computer a security risk, we examine how to protect your IT estate. We find out how Alexa-style smart speakers can help with CRM strategies. And we look at how the public sector is implementing DevOps. Read the issue now.
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How IT buyers are conducting industry research
By: TechTarget
Type: Infographic
One way to improve how you engage with IT buyers is by understanding how they approach their industry research. This means learning not only where they research, but also when, why and how long they do so. Review this TechTarget infographic to access findings about IT buying behavior.
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A Computer Weekly buyer's guide to retail technology
By: TechTarget ComputerWeekly.com
Type: eGuide
The retail industry is evolving alongside the emergence of new technologies. In this 15-page buyer's guide, Computer Weekly looks at how retailers are using AI, the importance of good digital customer experience and how mobiles have transformed the purchasing process.
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Proactive Field Service Roadmap: 5 Key Priorities
By: ServiceNow
Type: eBook
This report explores transitioning from reactive to proactive field service model, highlighting 5 priorities. Read on to understand them and to see how ServiceNow enhances operations by connecting teams, streamlining tasks, and empowering customers with its platform and Field Service Management app.
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Computer Weekly – 11 June 2019: Are schools delivering on digital skills?
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we look at the differing approaches to teaching computer science across the UK and assess the pros and cons of each. Our latest buyer's guide examines the technologies and best practices of multicloud environments. And we find out what you get for your money when buying cyber insurance. Read the issue now.
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Computer Weekly - 23 March 2021: Would the UK really nuke a cyber attacker?
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, did the UK's defence and security review really suggest a nuclear response to a cyber attack? Data visualisation has been widely used to explain the Covid-19 pandemic, but not always that effectively. And jewellery retailer Pandora explains how it kept the personal touch as customers went online. Read the issue now.
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How CPaaS can enhance your CX and drive loyalty
By: Kaleyra
Type: eBook
With than half of today’s customers reporting they would likely to switch to a competitor when their expectations failed to be met by companies and brands, it has become critical for businesses to prioritize their customer experiences (CX) above all else. Browse this guide to learn more.