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Customer Service Best Practices Reports
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Business Value of ServiceNow Customer Service Management
sponsored by ServiceNow
ANALYST REPORT: In this Total Economic Impact study by Forrester, discover the framework for evaluating the potential financial impact of investing in ServiceNow Customer Service Management.
Posted: 30 Jul 2019 | Published: 01 Apr 2019

ServiceNow

To Achieve a Consumer-Grade Employee Experience, HR Must Follow CRM
sponsored by ServiceNow
ANALYST REPORT: HR leaders strive to satisfy the increasingly elevated expectations of a technically savvy workforce to create a positive perception of the HR organization and, by proxy, the employer. Download this report to find out how to provide a consumer-grade employee experience with 8 building blocks.
Posted: 03 Jun 2019 | Published: 03 Jun 2019

ServiceNow

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

Overcome the Greatest MSP Challenge: Customer Acquisition
sponsored by Unitrends
EBOOK: This e-book is designed to help you overcome the customer acquisition hurdle. Download it for guidance on not only finding new customers, but ensuring their data—as well as that of your existing customers—is secure and protected.
Posted: 01 May 2019 | Published: 14 Mar 2019

Unitrends

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

Heinen's Enables Market Expansion With Cloud-Based HR Solution
sponsored by Hyland
CASE STUDY: Heinen's, a small butcher shop had a goal of expanding into the Chicago area. However, the company realized its HR processes wouldn't keep up. It was clear the processes need to change. In this case study, learn why Heinen's chose to implement a cloud-hosted OnBase platform to simplify associate information management.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Hyland

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

4 Transformative Best Practices for Future-Ready Customer Service Experiences
sponsored by ServiceNow
ANALYST REPORT: In this analyst report from Aberdeen, discover what the best-in-class customer service organizations are doing to stay ahead. Download now to learn more about the top challenges impacting successful CX, and uncover the 4 transformational techniques to take your customer service to the next level.
Posted: 24 Jan 2019 | Published: 30 Nov 2018

ServiceNow

New tech on the block: Planning for blockchain in the retail and consumer packaged goods industries
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This research from Deloitte identifies the areas with the biggest immediate opportunity for retail and consumer packaged goods (CPG) businesses looking to invest in blockchain technology.
Posted: 30 May 2018 | Published: 30 May 2018

ComputerWeekly.com

CRM Evolves Towards Digital Customer Engagement
sponsored by ComputerWeekly.com
EGUIDE: This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
Posted: 23 Oct 2017 | Published: 23 Oct 2017

ComputerWeekly.com

Digital ecosystem business models are consolidating – move quickly!
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This analysis from MIT's Centre for Information Systems Research explains why businesses need to move quickly to take advantage of digital technology.
Posted: 26 May 2017 | Published: 26 May 2017

ComputerWeekly.com

Customer Experience Management Enhances Branding and Success
sponsored by SearchCRM
EZINE: Positive customer experiences play a critical role in the success of your business, and investing in a CX management platform can keep these experiences feeling top tier—read this buyer's handbook for 7 features of CX management tools that you should consider before making the final decision.
Posted: 22 Jul 2019 | Published: 22 Jul 2019

SearchCRM

Guide to Better CX: AI, Chatbots, and More
sponsored by ServiceNow
EGUIDE: What's the key to a successful CX? Is it personalization, AI, chatbots—a combination of all the above— or something more? Inside, discover the key to creating a successful customer experience. Learn how chatbots are influencing the state of customer support, and explore how other emerging technology trends can improve your CX success rate.
Posted: 16 Jul 2019 | Published: 16 Jul 2019

ServiceNow

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019

Squelch

6 Customer Service Channels You Need to Support
sponsored by Freshworks
EGUIDE: Inside this e-guide, you'll uncover the importance of economic supply and demand and an overview of the pros and cons of 6 customer service channels to improve customer experience.
Posted: 12 Jun 2018 | Published: 06 Jun 2018

Freshworks

Customer Service Analytics to Enhance CX
sponsored by Freshworks
EGUIDE: Nothing instills customer loyalty as much as being treated like a person. There's an innate note of respect and authenticity that emerges in a process when customers need help and it is offered with a personal touch. Keep reading to learn more about the role of customer service analytics.
Posted: 12 Jun 2018 | Published: 07 Jun 2018

Freshworks

Taking on Virtual Agents to Handle Global Smartphone Users
sponsored by ConvergeOne
EGUIDE: Explore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.
Posted: 23 May 2018 | Published: 23 May 2018

ConvergeOne

Virtual agents not yet ready for primetime customer service
sponsored by SearchCRM
EBOOK: In this age of software automation, virtual agents can't replace humans at call centers. Yet chatbots can help assist customers and create new efficiencies.
Posted: 09 Feb 2018 | Published: 09 Feb 2018

SearchCRM

A Look at 5 Contact Center Automation Tools
sponsored by Genesys
EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
Posted: 31 Oct 2017 | Published: 27 Oct 2017

Genesys

Creating Personalized Experiences with Real-Time Insights for CEM
sponsored by OpenText
EGUIDE: Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.
Posted: 28 Mar 2017 | Published: 21 Mar 2017

OpenText

Analysts Tackle Digital Transformation, CX Struggles
sponsored by Dell EMC and Intel®
EGUIDE: Learn about key issues impeding multinational organizations' efforts to achieve successful digital transformation strategies. Discover what The Economist Intelligence Unit (EIU) and analysts at Forrester have to say about overcoming barriers.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

Dell EMC and Intel®

Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017

Genesys

Develop a Multichannel Strategy that Supports Customer Experience Management
sponsored by BoldChat - LogMeIn
EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
Posted: 22 Dec 2016 | Published: 20 Dec 2016

BoldChat - LogMeIn

Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE: Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn
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