5 myths and realities of building a knowledge base for customer self-service
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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Intelligent EX: HR leader’s guide for future success
By: Zendesk
Type: eBook
Recent shifts in technology and the economy have transformed the workplace. Extrends Research identifies three trends in employee experience (EX):
- IT and HR are integrating AI to enhance task efficiency and decision-making, with over 80% acknowledging its benefits.
- There's a push for flexible, customizable tools to meet employee demands for autonomy, with 80% recognizing the need to improve EX, noting data security concerns.
- Companies are adopting data-driven approaches to refine EX, with nearly half using new tech for EX metrics, and 84% viewing EX as vital for competitiveness.
Discover how top firms are advancing intelligent EX in the full report.
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Customer engagement: The value of omnichannel retail strategy
By: 8x8
Type: White Paper
The retail industry is one of the most demanding when it comes to customer experiences. According to Salesforce research, 76% of customers expect consistently great service across different departments and channels.
However, at the same time, 79% of retail professionals say it’s impossible to provide consistency without a complete view of customer interactions.
So how can you enable high-quality, always-on customer experiences across all 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 to enable a consistent omnichannel CX with 8X8
By: 8x8
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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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The Front-and-Back-Office Integration Imperative
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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.
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Cloud apps boost agility, productivity for APAC businesses
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide, find out how cloud-based apps are helping Iconic Hotels, Singapore Airlines and Seek to speed up digital transformation efforts and streamline IT operations, as well as how the Covid-19 outbreak is spurring more companies to turn to cloud.
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Switching to AVD with Nerdio: A business guide
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Type: eBook
Many enterprises are looking to Microsoft Azure Virtual Desktop (AVD) as a modern, enterprise-ready solution to future-proof their virtual desktop strategy and digital transformation. Download this guide to take a close look at the issues and learn how you can switch to AVD with Nerdio.
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Migrating to AVD: The recommended timeline
By: Nerdio
Type: White Paper
Embarking on a journey from your current VDI solution to Microsoft Azure Virtual Desktop (AVD) can be a transformative move for your organization. Leverage the proven expertise and insights in this strategic guide to empower your migration process, ensuring an efficient transition to a more agile and scalable desktop experience.
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How to Achieve a 3X ROI with Slack
By: Slack
Type: White Paper
Today's new remote reality makes collaboration tools more important than ever. In this white paper, learn about a study conducted by Forrester Consulting on behalf of Slack which zeroed in on the benefits teams saw after switching to Slack.
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How to Achieve a 3X ROI with Slack
By: Slack
Type: White Paper
Today’s new remote reality makes collaboration tools more important than ever. In this white paper, learn about a study conducted by Forrester Consulting on behalf of Slack which zeroed in on the benefits teams saw after switching to Slack.
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9 use cases for Intermedia Contact Center Integration
By: Intermedia
Type: Product Overview
This product sheet explains how Intermedia Contact Center can improve your agents’ call effectiveness by integrating disparate data sources to foster faster, more personalized customer interactions. View it here to get started with 9 use cases.
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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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Going phygital: Let customers choose their experience
By: 8x8
Type: eBook
Consumers across the globe are craving human interaction – 3 out of every 4 want more and a majority feel that brands are losing touch with the human element. Discover the benefits of going “phygital” in this e-book, including how to incorporate APIs in store and tapping into the live commerce market.
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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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Why cloud-native DaaS solutions can save you so much
By: Nerdio
Type: Product Overview
Unlike older VDI technologies created before the public cloud existed, Nerdio Manager for Enterprise is built from the ground-up as a true cloud-native solution, opening up many cost-saving opportunities. In this resource, discover 8 reasons why you should ditch your legacy DaaS provider and switch to Nerdio.
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16 Tips for Working Smarter with Slack Apps and Workflows
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Learn how to harness Slack's integrations and advanced features automate workflows and optimise communication.
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16 Tips for Working Smarter with Slack Apps and Workflows
By: Slack
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Learn how to harness Slack's integrations and advanced features automate workflows and optimise communication.
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A Computer Weekly buyer's guide to digital customer experience
By: TechTarget ComputerWeekly.com
Type: eGuide
The pandemic has brought on changes to how organisations and their customers interact. In this 15-page buyer's guide, Computer Weekly looks at why firms need to adapt, what customer and employee experience has in common and what companies are doing to update the digital customer experience.
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Computer Weekly – 24 October 2023: Brewing data insights at Heineken
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how brewing giant Heineken is building a data ecosystem to share insights and tap into AI capabilities. The UK is conducting an investigation into cloud supplier dominance – what will it mean for users? And we examine how generative AI could be used to improve customer experience. Read the issue now.
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How to launch CX insights faster with self-service data
By: Teradata
Type: Product Overview
When 77% of today’s customers agree that they prefer doing business with companies that provide a seamless CX, it’s no wonder why so many organizations have started to prioritize their CX efforts. However, finding the right ways to combine CX and data is easier said than done. Access this guide to learn more.
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The state of digital business: Data from more than 18,800 customers
By: Okta
Type: Research Content
In the middle of a transformative era for digital business, the ways organizations leverage technology to facilitate work are constantly changing. In this report, Okta analyzes data from more than 18,800 of their global customers Dive headfirst into this 2024 Businesses at Work report to learn more.
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IT Leader’s Guide to Successful Data Governance
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This white paper will focus on how an architecture of different technologies and technological capabilities supports data governance. Read on to learn why the key to a successful data architecture is bringing together various software to efficiently address data challenges.
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Customer service technologies emerge bloodied but unbowed from Covid-19 pandemic
By: TechTarget ComputerWeekly.com
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The pandemic caused many businesses to reassess their approach to customer experience. Customers were changing their behaviour, their channels, their brands and suppliers and organisations had to adapt. Download this exclusive e-guide and read more about the transformative impact of the pandemic on customer service and experience.
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How to secure your ServiceNow SaaS
By: AppOmni
Type: eBook
Many organizations rely on ServiceNow to manage their IT systems. But with the inherent risks associated with SaaS deployment, organizations need to know how they can best secure their ServiceNow usage. This guide offers an overview of ServiceNow, helping you understand and secure the complex platform. Read on to learn more.
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4 ways to approach the ISDN & PSTN switch-off
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Take a look through this overview to explore 4 ways to protect your business telephony in the face of the ISDN and PSTN switch-off.
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What is Voice Intelligence (Vi) and its top 6 use cases?
By: T-Mobile for Business
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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.
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Supercharging Your SOC Team’s Cloud Capabilities
By: Mitiga
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Enterprise tech stacks have shifted. Securing and responding to incidents that take place in these new environments is fundamentally different. So how do SOC teams make the shift? Read the latest guidance for answers.
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ITOps & service management: The state of play in APAC
By: TechTarget ComputerWeekly.com
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In this e-guide on ITSM in APAC, find out how to keep IT operations running to empower a remote workforce, the advantages of cloud-based service management tools and how one Australian company is managing IT incidents amid a shorter development lifecycle.
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Support for evolving your phone system
By: Sangoma Technologies
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Whether your employees work remotely or in the office, ensuring they can communicate securely and smoothly by phone is paramount for business success. Dive into this overview to check out some products that can bolster your telephony strategy.
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The secret to better communication for educators
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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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The future of customer engagement through digital communication
By: 8x8
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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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Migrating to the cloud: A 4-step, risk-free guide
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Enterprises migrating to the cloud face unique challenges. This guide explores 4 paths to a risk-free cloud migration, including hybrid cloud PBX, Microsoft Teams direct routing, and carrier-supported migrations. Learn how to maximize existing investments while modernizing communications. Read the full guide.
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Expert economic evaluation of Atlassian Jira Service Management
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Download the following Forrester Research report to gain an in-depth economic evaluation of Atlassian Jira Service Management. The results of Atlassian users include a 10% reduction in service requests and savings of 115 hours monthly.
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Explore artificial intelligence in ITSM and the tool options
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Artificial intelligence in ITSM is the way of the future. Dive into this comprehensive buyer's guide to discover if you have the right conditions in place to introduce this multifaceted technology, and learn guidelines to help you choose the most suitable suite of products.
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Collaboration software in the era of Gen-Z
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Artificial intelligence in ITSM: Finding the right tools for you
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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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Computer Weekly - 19 October 2021: Making the case for and against police use of facial recognition technology
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In this week's Computer Weekly, as the Met Police enhances its facial recognition capabilities, we examine the pros and cons of law enforcement use of the technology. Three in five IT professionals want a new job – is there a tech exodus in the industry? And we take an in-depth look at the growth of the Nordic datacentre sector. Read the issue now.
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The secret to driving growth and reducing costs in HR
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In today’s ever-changing economic environment, many HR Leaders are looking for new ways that they can optimize costs while also creating efficiency and driving growth to deliver exceptional employee experiences. But can this be done? Browse this white paper to learn more.
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How AI can drive operational and HR workforce efficiencies
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Discover how to harness AI for savings in your organization by reading this eBook, written for HR leaders, and view tangible advice for enacting usage of GenAI to streamline operations and automation to utilize digital workflows and lower labor costs.
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The HR leader’s guide to unleashing AI-powered efficiency in tough times
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Discover how to harness AI for savings in your organization by reading this paper, written for HR leaders, and view tangible advice for enacting usage of GenAI to streamline operations and automation to utilize digital workflows and lower labor costs.
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The Atlassian Approach to ESM
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Technology is evolving at a frenetic pace, and organizations are required to move right along with them. Enterprise service management (ESM) can help organizations keep up with this change. But what is ESM and how can you utilize it in your organization? Download this whitepaper for tips and tricks, examples, and best practices.
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3-step roadmap for ensuring less frustrated customers
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According to research, 41% of customers have contacted an organization’s customer service department over the past three days, and 63% have reached out in the last seven. However, many consumers find themselves frustrated by a handful of issues. So, how can you best combat these problems? Browse this guide to learn more.
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The secret to a more unified and seamless procurement experience
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How cloud changes everything, IoT creates risk, and APM saves businesses
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The key role of digital employee experience in workplace satisfaction, productivity, and retention
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DEX management has become critical to keeping endpoints healthy and performant, maximizing productivity and improving employee satisfaction and sentiment. So, what separates a good DEX solution from a great one? In this white paper, find out what you need to know.
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Computer Weekly – 7 March 2023: Can the UK keep its fintech crown?
By: TechTarget ComputerWeekly.com
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In this week's Computer Weekly, two years after the Kalifa report laid out a roadmap for continued fintech sector growth, UK entrepreneurs and startups are worried about the lack of progress. We look at the top tech trends in retail and find out which companies are leading the way. And we examine six ways to slash IT emissions. Read the issue now.
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Supply chain sustainability: Optimization guide
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For today’s supply chains, sustainability means everything, and it’s critical that organizations continuously monitor their operations to ensure they can efficiently respond to risks and improve performance. However, keeping an eye on these processes is no easy task. Browse this white paper to learn more.
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How to leverage AI and drive your business forward
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Discover how AI can streamline your IT operations and empower your team to focus on high-priority tasks. This e-book explores the benefits of AI adoption, including time savings, improved workflows, and enhanced security. Read the full e-book to learn how to leverage AI and drive your business forward.