The Role of Human Talent in a Digital-First World
sponsored by Convergys
WHITE PAPER:
As more and more of customers' simple needs are being addressed with digital self-service, human support interactions are becoming centered on more complex tasks. In this white paper, take a look at 7 high priority actions for making digital technologies and human talent work in harmony.
Posted: 20 Aug 2018 | Published: 20 Aug 2018
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Seth Godin Keynote: Customer Service in the Age of AI
sponsored by IBM
VIDEO:
In this webcast, Seth Godin discusses the importance of delivering excellent customer service and highlights how firms can embrace AI as they transform their call centers.
Posted: 14 Sep 2018 | Premiered: 14 Sep 2018
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The AI-empowered Marketer
sponsored by Marketo
WHITE PAPER:
In this infographic, learn how AI advances and accelerates marketers' ability to transform from one-size-fits-most marketing, to developing value through deeply personalized communication.
Posted: 12 Sep 2018 | Published: 12 Sep 2018
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3 IVR Transformations That Saved Millions of Dollars
sponsored by Convergys
WHITE PAPER:
In this white paper, find out how the right IVR improvement strategy can improve customer experience and reduce cost and how the IVR can be used to drive new revenues and enhance the digital messaging technologies companies have deployed.
Posted: 12 Jun 2018 | Published: 31 Dec 2017
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Fusion for Digital Commerce: Increase Revenue Per Visit with Omnichannel Search and Recommendations
sponsored by Lucidworks
RESOURCE:
In this data sheet, find out how adding self-learning personalization and automatic A/B testing to your website can improve user experience so your customer gets the best possible results every time.
Posted: 26 Jul 2018 | Published: 26 Jul 2018
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Four Steps to Conversational IVR
sponsored by Convergys
WHITE PAPER:
We have become accustomed to using speech to interact with devices in our everyday lives. Now, you can leverage voice-controlled digital assistants in your contact center to give your customers seamless, low-effort experience they deserve. This paper outlines 4 fundamental steps to get you started on the path to conversational IVR.
Posted: 22 Aug 2018 | Published: 22 Aug 2018
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Unleashing Microsoft SharePoint Server 2010's Web Content Management Features with DocAve
sponsored by AvePoint, Inc.
WHITE PAPER:
This white paper discusses the requirements for dynamic websites in today's hyper-competitive business landscape, the case for utilizing SharePoint Server 2010 for WCM, and how AvePoint’s DocAveSoftware Platform enhances the native WCM functionality SharePoint offers.
Posted: 01 Aug 2011 | Published: 29 Jul 2011
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Modern Relationships: Predictive Analytics, Machine Learning and Meaningful Customer Relationships
sponsored by Zendesk
VIDEO:
Join Jason Maynard, Director of Data and Analytics, and Dave Dyson, Senior Customer Service Evangelist to learn how machine learning can help improve your customer relationships, and how predictive analytics can further improve support and raise customer satisfaction.
Posted: 19 Apr 2017 | Premiered: 30 Dec 2016
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Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER:
There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 22 Jun 2011 | Published: 22 Jun 2011
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A contact center manager's guide to integrating self-service
sponsored by KANA
EBOOK:
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.
Posted: 15 Aug 2012 | Published: 01 Aug 2012
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