5 facts about omnichannel customer support
By: Zendesk View more from Zendesk >>
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Omnichannel engagement: The secret to achieving customer satisfaction
By: 8x8
Type: eBook
Those that study customer behavior understand that if you have multiple messaging channels that are misaligned or if you deliver inconsistent service, your customers will abandon you.
In this e-book, you will learn the importance of omnichannel and that without it, your agents will operate in silos with no transparency or visibility, which leads to inconsistent service and ultimately, fewer customers.
Read on to learn more about the benefits of omnichannel transformation and unlock the secrets to building a customer satisfaction engine that keeps your business ahead of the rest.
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Case study: Auto giant improves customer support with AI
By: Hinduja Global Solutions
Type: Case Study
An Indian automotive manufacturer contracted HGS to handle customer complaints and queries to improve customer satisfaction. HGS provides multilingual support and analyzes call data to optimize response times. A customized CRM helps track complaints, enabling vehicle restoration within 12-48 hours. Post-service surveys and feedback analysis increased CSAT from 77 to 83. Data insights improved workforce management, reducing call wait times.
To read about how analytics and omnichannel support transformed this automotive company’s customer experience, view the full Case Study.
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What’s after omnichannel? How to think holistically about performance
By: TechTarget
Type: BrightTALK Webinar
How should marketers look beyond omnichannel, and why should they?
In this webinar, CMO of TechTarget, John Steinert, and Co-founder of Terminus and CEO of GTM Partners, Sangram Vajre, answer these questions and more, delving into topics like:
- The GTM Operating System
- Aligning Marketing and Sales
- The evolution of GTM motions
- And more
For insights that can help you level up your marketing strategy, tune in now to the illuminating discussion.
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Digital Experience platforms intensify customer engagement programmes
By: TechTarget ComputerWeekly.com
Type: eBook
Digital Experience Management platforms are developing and becoming more sophisticated as companies seek to intensify relationships with customers in order to gain competitive advantage against their peers. Improving customer experience will only become evermore important as companies endeavor to navigate an increasingly turbulent economy.
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Keeping up CX with cloud contact center solutions
By: InflowCX
Type: Case Study
When this home retailer began to struggle with the limitations of their on-premises contact center system, they sought out a cloud-based solution that could offer them the self-service capabilities and omnichannel services they needed. That’s when they found InflowCX. Browse this white paper to hear the full story.
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Retain customers by implementing communication platforms for better CX
By: 8x8
Type: White Paper
76% of customers want great end-to-end service, even across different channels. How can you address customer pain points and deliver experiences that differentiate your business? Read on to learn why delivering real-time, consistent and personalized omnichannel experiences is key for future-proofing your customer engagement strategy.
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CX Has Jumped to the Top of Management Agendas
By: 8x8
Type: Infographic
Do you want to reach your customer experience KPIs faster? Enabling an omnichannel customer experience may be the key to increase customer loyalty and lifetime value. Tap into this infographic to learn how you can take your CX to the next level with a unified communications platform that allows you to deliver seamless, personalized experiences.
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How to enable a consistent omnichannel CX with 8X8
By: 8x8
Type: White Paper
The challenge of building a consistent brand and maintaining quality communications multiplies as more channels are added. But scaling does not have to come at the expense of customer satisfaction if done right. Read this white paper to learn how you can deliver contextualized, on-demand conversations across multiple channels at scale.
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Building a customer-centric culture: A guide
By: RingCentral
Type: eBook
Creating a customer-centric culture is vital for businesses. This report delves into how unified communications and contact center solutions aid in this pursuit. Learn to build a customer-focused team and deliver exceptional experiences in the full report.
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What you need to know about CX in the GenAI era
By: ServiceNow
Type: Webcast
To state that the customer experience is critical for business growth is an understatement. In a recent survey, almost 70% of respondents claimed they would switch brands simply based on customer service. With that much on the line, ensuring your CX team is fast, efficient, and empathetic is the key. Watch this webcast to learn about this trend.
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Why EX is the key to improving your CX
By: RingCentral
Type: White Paper
Discover how to improve customer experience by elevating employee experience. Unify communications and contact center solutions to boost productivity, enhance the customer journey, and achieve business goals. Read the full e-book to learn more.
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How to simplify security & better protect customer data
By: 8x8
Type: White Paper
Communication APIs can help you build secure omnichannel communications at scale, without requiring you to overhaul internal processes or invest in expensive technology. Access this white paper to learn about the multiple channels and methods to choose from that can enable you to strengthen your data security and privacy measures.
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How video-based content allows for better engagement
By: BrightTALK by TechTarget
Type: BrightTALK Webinar
With so many available content types, building a demand-generation campaign can feel overwhelming. What kind of content will best reach your audience at the right time with the right message? And if I get it wrong, do I need to start again from scratch? Tune into this webinar to learn more.
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Using audience insights to drive value at scale
By: BrightTALK by TechTarget
Type: BrightTALK Webinar
B2B customers have embraced video-based content and the emergence of new technologies has made creating content easier and cheaper than ever before. Today’s marketers need to leverage data if they expect to stand out in the crowded B2B space. Tune into this webinar to discover more.
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The Journey from Open Banking to BaaS
By: Qualitest Group
Type: White Paper
This white paper explores the evolution from open banking to Banking-as-a-Service, highlighting the need for robust quality assurance strategies. It covers open banking, open finance, and the transition to BaaS, with insights on testing, monitoring, and release management. Read the full white paper to learn more.
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Data protection modernization strategies for healthcare
By: Pure Storage
Type: Product Overview
Healthcare payers must safeguard data amidst rising costs and member demands. This report details security-first storage solutions for rapid data recovery, including ransomware recovery guarantees and container-level protection for cloud apps. Discover data protection modernization strategies.
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CX leader’s guide for meeting customers’ expectations
By: Teleperformance
Type: White Paper
The digital transformation has provided today’s customers with more channels and options for communication than ever. However, this has also set consumer standards higher for what they expect when it comes to customer experiences. So, how can organizations best keep up? Browse this report to learn more.
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Customer support 101: Monetize your cost centers with analytics
By: Teleperformance
Type: Research Content
Today, the buying journey is no longer linear. Between the variety of ways customers can now interact with a brand (before and after purchases) to the different routes they can leverage for support, brands now must meet new expectations for digital experiences. Browse this report to learn more.
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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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6 retail transformations that wireless makes possible
By: Cradlepoint
Type: Product Overview
How can wireless networking transform retail? In 6 key ways. This overview outlines the retail transformations that LTE and 5G make possible – and how they can improve operations and customer experiences. Read on to access the insights.
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Delivering Always-On Customer Support in A Digital World
By: 8x8
Type: White Paper
76% of customers want consistently great service from different departments and channels, according to Salesforce research. This indicates a desire for more frequent engagement with brands – but not at the expense of consistency. Read on to learn how 8x8 Converse can enable your organization to unify customer interactions in one single interface.
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UCaaS vs. CCaaS vs. CPaaS: What's the difference?
By: TechTarget ComputerWeekly.com
Type: eGuide
It can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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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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How to Have Productive Experiences for Your Employees
By: ServiceNow
Type: White Paper
An organization is only as strong as its employees. Read this paper to learn how the path to delivering productive employee experiences and supporting new ways of working begins with creating exceptional experiences.
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6 keys of network innovation
By: Auvik Networks, Inc.
Type: eBook
Is your network equipped to face the myriad factors complicating modern networking? Along with delving into those factors – such as proliferating IoT devices and enterprise mobility – this e-book maps out how you can prepare for the challenges of the landscape through network innovation. Keep reading to learn more.
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Artificial intelligence in ITSM: Finding the right tools for you
By: TechTarget ComputerWeekly.com
Type: eGuide
AI functionality is poised to be a game-changer in the ITSM world. But before exploring the possibilities for AI in ITSM, it's important to first understand what AI is - and what it is not.
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Your guide to content management systems: What to know
By: BrightSpot
Type: White Paper
Today, it has become critical for organizations to have the tech to deliver personalized and consistent experiences across touchpoints, while remaining secure and compliant when it comes to data. To meet these standards, many companies have started to leverage a content management system (CMS). Browse this report to learn more.
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Succeeding in Customer Experience: Are Marketing Clouds Enough?
By: Teradata
Type: White Paper
With the volume of customer data being collected today, many organizations are struggling to keep up when it comes to providing a unified customer experience. Siloed apps cause a lack of visibility and squander the efforts made to deliver a consistent CX. Read on to learn why a composable customer data platform is crucial for CX success in 2023.
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Reimagine the in-store experience
By: Amazon Web Services
Type: eBook
The power of Smart Stores. Physical stores still represent 80 percent of retail sales, making exceptional in-store service a modern imperative. With AWS Smart Store capabilities, you can: Update digital technologies in physical stores, empower advanced in-store operations, and provide a seamless checkout experience for customers.
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Debt collection 101: Best approaches for success
By: Teleperformance
Type: White Paper
As households and enterprises continue to struggle with increasing debt levels, many organizations are strategizing the most effective ways they can approach debt collection amidst the current landscape. Browse this guide to learn more.
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Digital Experience Trends 2023: A Data-Driven Trend Report
By: Reply
Type: White Paper
With so much focus on the customer experience, in a digital-first world, it is going to be your organization’s digital experience that makes the difference in your success. Your customers demand an engaging and frictionless experience with no hurdles to clear. To deliver that, you need to know the current trends. Read on to see them here.
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Business sourcing strategies: How to improve top-line growth & revenue
By: Teleperformance
Type: White Paper
With 68% of today’s employees agreeing that incompatible systems and technologies lead to complexity in their organizations and 43% reporting that it decreases the quality of customer experience (CX) offered, it has become critical for companies to upgrade their legacy systems. Access 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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How machine learning enables faster, better marketing analytics
By: Adobe Systems Incorporated
Type: White Paper
It’s often said that data is the most valuable asset a modern business has. But data without analysis is just taking up space. But recent research shows that analysts spend 45% of their time prepping data, and only 55% in actual analysis. Access this guide to learn more.
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Transform digital commerce with AWS for Retail
By: Amazon Web Services
Type: eBook
More than ever, customers are demanding seamless and compelling digital shopping experiences. To meet new and evolving expectations, retail organizations are migrating to AWS to create agile and cost-effective digital commerce platforms to modernize their applications. Read on to learn why.
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Why should you migrate your contact center to the cloud?
By: Cyara
Type: eBook
The recent push for cloud migration has a lot of customer service leaders questioning what it means for their contact centers and other legacy systems. However, if you’re not keeping up with these migration trends, you’re falling behind. Browse this guide to learn more.
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Understanding CPaaS market growth, trends and providers
By: TechTarget ComputerWeekly.com
Type: eGuide
The CPaaS market is maturing as increased demand for digital communications drives new use cases. Organizations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider. Read this article to learn more about the trends and providers fueling CPaaS market growth.
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Why the key to digital transformation is your engineers
By: Qualitest Group
Type: eBook
It’s clear that the banking digital experience has become crucial to both customer retention and acquisition. However, today’s financial sector customer experience has become complex with customers having to navigate multiple channels and devices. In order to get it right, quality engineering is the answer. Read on to learn more about it.
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Emerging trends in retail IT
By: Cradlepoint
Type: White Paper
Innovation is changing retail from the storefront to the back office and beyond. Because of this transformation, IT teams and the enterprise networks they manage have never been more important. In this white paper, explore emerging trends in retail IT and considerations for choosing futureproof edge network solutions for retail.
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Get Citrix's best ABM strategies
By: TechTarget
Type: eBook
In this e-book, global digital workspace leader Citrix shares how it is winning with strategies that identify, influence and deliver opportunities from existing and net-new ABM accounts. Download your copy to learn more.
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The roadmap customer satisfaction starts with identity
By: Ping Identity Corporation
Type: eBook
Is your organization successfully and consistently providing customers with the experiences they want? Customer identity and access management (CIAM) can give you and your team the tools to deliver engaging experiences, reduce risk, and attract and retain customers, allowing you to outpace the competition. Read on to learn more.
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UC leader’s guide for driving revenue with UCaaS & CCaaS
By: RingCentral
Type: White Paper
Discover how to unlock revenue through connected business communications. Learn how agent empowerment, integrated contact center and unified communications, and AI-powered features can enhance customer experience and drive business outcomes. Read the full report to learn more.
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Computer Weekly – 5 July 2022: How to get the right level of cyber insurance
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we look at how the market for cyber insurance is evolving and how to avoid buying the wrong level of cover. We find out what role hydrogen technologies could play in reducing datacentre carbon emissions. And we hear how a 125-year old bicycle maker is embracing digital innovation. Read the issue now.
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CW ASEAN April 2018
By: TechTarget ComputerWeekly.com
Type: Ezine
This year, more enterprises will adopt a "cloud-first" SD-WAN architecture designed to efficiently support their increasingly cloud-based application mix. In this issue of CW ASEAN, we take a closer look at how ASEAN enterprises gearing up for this eventuality.
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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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Why are organizations moving to third-party support?
By: Spinnaker Support
Type: Webcast
Organizations around the world are moving to third-party support. But why? In this webcast, a panel of experts from Spinnaker and Oracle explore the topic of Oracle third-party software support, exploring key questions around third-party support. Access the webcast now to see what you could gain from third-party support.
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Leader’s guide for transforming your sales operation
By: Teleperformance
Type: Case Study
Transforming your organization’s in-house sales into a digital operation is no easy task. This was the case for a large food and beverage company. That’s when they found Teleperformance, who was able to help them revamp their tools, analytics, and reporting. Dig into this case study to learn more.
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The Front-and-Back-Office Integration Imperative
By: Teleperformance
Type: Research Content
Today, 75% of consumers report that they think about past experiences with an organization when they’re making a purchase and 88% say that the experience a business provides is as important as its products or services. So, how can companies meet these new expectations? Browse this report to learn more.