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Customer Support Software White Papers (View All Report Types)
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The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

Appian for Financial Services: Intelligent Contact Center
sponsored by Appian
WHITE PAPER: Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.
Posted: 31 May 2019 | Published: 31 May 2019

Appian

Engagement Fundamentals for Improved Patient Care Outcomes
sponsored by ServiceNow
WHITE PAPER: Healthcare providers are not immune to the customer experience revolution that has swept across many industries in the wake of technological advances. Download this white paper to uncover the 5 core areas of focus in delivering a positive patient experience and learn how ServiceNow can help strengthen patient engagement for improved care outcomes.
Posted: 23 May 2019 | Published: 23 May 2019

ServiceNow

Empower the Digital Workplace with Enterprise Chatbots
sponsored by BMC
WHITE PAPER: In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.
Posted: 17 May 2019 | Published: 17 May 2019

BMC

Outsmarting Contact Centre Fraudsters with Supercharged Voice Biometrics
sponsored by NICE Systems, Ltd
WHITE PAPER: Inside, learn how to protect your contact center from fraud. Explore the value of machine learning in the contact center, and discover the exponential efficiencies of voice biometrics in fraud prevention.
Posted: 14 May 2019 | Published: 30 Nov 2018

NICE Systems, Ltd

4 Ways to Win Over Any Customer
sponsored by NICE Systems, Ltd
WHITE PAPER: In this white paper, discover 4 primary personality styles customer service agents can expect to interact with on a daily basis. Learn how meet each of their personality needs, and explore how predicative behavioral routing can help your customer service team deliver better, faster customer experiences.
Posted: 13 May 2019 | Published: 13 May 2019

NICE Systems, Ltd

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

A Guide to the Most Common CRM Use Cases
sponsored by Greenhouse
WHITE PAPER: View this e-book to learn about the common questions you should consider before investing in a CRM strategy, and find out how to leverage your CRM effectively with a series of expert tips from Greenhouse CRM.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Greenhouse

9 Steps to Gain and Retain Customers
sponsored by Oracle Corporation
WHITE PAPER: Download this e-book to unlock the 9 steps your growing company needs to elevate its customer experience and outmaneuver the competition. Learn how a strong CX can help put your SMB back on the map, and review your software options with Oracle CX Cloud.
Posted: 24 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

Optimizing the Agent Journey to Perfect the Customer Journey
sponsored by Avaya
WHITE PAPER: With this white paper, discover how updated quality management and workforce management tools can help contact centers create a first-class customer experience, and learn how to create a more empowered, engaged workforce through the use of omnichannel workforce management tools.
Posted: 08 Apr 2019 | Published: 31 Dec 2018

Avaya

How AI Improves the Customer Experience
sponsored by CallMiner
WHITE PAPER: Customer experience has emerged as a critical driver in competitive differentiation and revenue growth. As a result, the tools needed to manage customer interactions are changing. In this white paper, explore how AI is revolutionizing the customer experience, and decide if AI is right for your organization's customer service strategy.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

10 Speech Analytics Needs to Know for CX Pros
sponsored by CallMiner
WHITE PAPER: With this white paper, learn about the opportunities speech analytics can offer your organization. Explore the benefits of speech analytics in the contact center, and uncover 10 'need to know' facts about speech analytics perfect for the CX and marketing professional.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

How Unsolicited Feedback Can Be Rocket Fuel For Your CX Engine
sponsored by CallMiner
WHITE PAPER: According to Forrester, organizations that use behavioral data from customer interactions are more successful than those who use customer surveys—but why? In this white paper, learn about the benefits of behavioral data, and explore use cases from organizations already putting behavioral data and analytics into play.
Posted: 01 Apr 2019 | Published: 01 Apr 2019

CallMiner

How Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance
sponsored by CallMiner
WHITE PAPER: In this white paper, discover how companies are increasing compliance with interaction analytics, and explore how interaction analytics can help organizations improve contact center performance while increasing compliance with regulations from TCPA, HIPAA, EFTA, CFPB, and more.
Posted: 01 Apr 2019 | Published: 31 Dec 2018

CallMiner

Improve the Customer Experience with Speech Analytics
sponsored by CallMiner
WHITE PAPER: Download this white paper to explore how interaction analytics work, and review how speech and interaction analytics can help your organization improve customer satisfaction, increase productivity, and create stronger customer support teams.
Posted: 28 Mar 2019 | Published: 31 Dec 2018

CallMiner

The Road to Transforming the Customer Service Experience
sponsored by ServiceNow
WHITE PAPER: According to Forrester, 63% of consumers will stop doing business with a brand due to poor customer service. In this white paper, learn how to prevent customer dissatisfaction, and uncover the essential features of a competitive customer service strategy.
Posted: 20 Feb 2019 | Published: 20 Feb 2019

ServiceNow

Integrated Workflows Matter for Employee & Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: A tremendous amount of information, both structured and unstructured, comes into customer and IT service through a variety of different channels. In this white paper, learn how integrated search can help manage customer data, and streamline company workflows. Download now to explore integrated search, and explore your options with Attivio.
Posted: 08 Feb 2019 | Published: 08 Feb 2019

Attivio, Inc.

AI-Powered Search For Customer Support
sponsored by Attivio
WHITE PAPER: Whether it's through a contact center or self-service web portal, the support function is where customers engage with your company most. In this white paper, discover how AI-powered search can help businesses deliver exceptional customer support and improve the quality of daily customer interactions.
Posted: 29 Jan 2019 | Published: 29 Jan 2019

Attivio

CRM as a CX Enabler
sponsored by Avtex
WHITE PAPER: CX, at its core, is more effective when tailored to a customer's unique needs and preferences. In this white paper, learn how CRM impacts the success of CX programs in many ways. Continue reading to explore more strategies to maximize your CRM's support of CX initiatives.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

Avtex

Customer Engagement – The Road to 2020
sponsored by West IP Communications
WHITE PAPER: This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.
Posted: 06 Jul 2018 | Published: 29 Jun 2018

West IP Communications

Superior Customer Experience With MDM and Big Data Insights
sponsored by Informatica
WHITE PAPER: Find out how you can ensure that your customer data remains reliable and trustworthy as you access, consolidate, and manage it, making it more complex than ever.
Posted: 06 Apr 2018 | Published: 29 Dec 2017

Informatica

How to Be a Customer Experience Leader
sponsored by West IP Communications
WHITE PAPER: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. So what can you do to up the ante and deliver a seamless CX across multiple channels? Use this infographic to uncover how to be a customer experience leader.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

West IP Communications

The Importance of Remote Customer Support in a Shift-Left World
sponsored by LogMeIn Rescue
WHITE PAPER: More companies are using a "shift-left" approach to customer support – that is, to lower levels of support – and moving repetitive work to self-service. But how can the work be shifted smoothly without adversely impacting customers? Learn how remote support can meet evolving support needs in a shift-left world.
Posted: 29 Aug 2017 | Published: 29 Aug 2017

LogMeIn Rescue

The Adobe EchoSign advantage for heatlhcare
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper to learn more about e-signatures in the healthcare sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

3 Pillars of Customer Experience in Today's Connected World
sponsored by Salesforce.com
WHITE PAPER: Access this white paper to learn three steps to meeting customers' rising expectations in today's hyper-connected world: Personalized service, smarter support, and faster connection.
Posted: 19 Jan 2015 | Published: 19 Jan 2015

Salesforce.com
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