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Customer Support Software Reports
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The Future of E-Commerce
sponsored by Instart
RESOURCE: Download this infographic to learn more about the state of e-commerce, and prepare for a successful future with predictions and insights about digital experience automation tools.
Posted: 17 Apr 2019 | Published: 17 Apr 2019

Instart

Digital Asset Management for CX
sponsored by Bynder
RESEARCH CONTENT: Explore how 13 of the top digital asset management providers, including Adobe, Bynder and OpenText, measure up to successfully deliver a differentiated experience to customers.
Posted: 16 Apr 2019 | Published: 16 Apr 2019

Bynder

Increase Operational Efficiency with Intelligent Store Support
sponsored by IBM
WHITE PAPER: View this white paper to learn how a wall-to-wall customer support software from IBM can help your organization survive and thrive in the digital era. Discover the advantages of a customer-centric maintenance and support platform, and explore your software options with IBM Retail Technology Support Solutions.
Posted: 12 Apr 2019 | Published: 31 Dec 2018

IBM

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

The Total Economic Impact of Microsoft Dynamics 365 for Customer Service
sponsored by Microsoft
RESEARCH CONTENT: The rate of technology advances in customer service applications has made it easier to deliver great customer service. In this Total Economic Impact study from Forrester, examine the potential ROI organizations may realize by deploying Microsoft Dynamics 365 for Customer Service and find out how you can enable better CX with fewer employees.
Posted: 03 Apr 2019 | Published: 31 Mar 2018

Microsoft

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

The Benefits of an Omnichannel Contact Center
sponsored by West IP Communications
EGUIDE: In this guide, discover the value an omnichannel contact center can bring to your organization, and explore the key differences between a multichannel and omnichannel customer service strategy.
Posted: 29 Mar 2019 | Published: 29 Mar 2019

West IP Communications

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

Customer Experience Trends Report 2019
sponsored by Zendesk
RESEARCH CONTENT: In this research report, uncover how 45,000 businesses around the world are tackling customer support related issues with the incorporation of new technology, and learn how AI, analytics, omnichannel support are influencing the success of customer support related experiences.
Posted: 28 Mar 2019 | Published: 28 Mar 2019

Zendesk

Digital Journeys: 4 Mistakes You're Making, and How to Fix Them
sponsored by Concentrix
WHITE PAPER: In this white paper, explore the 4 common mistakes companies make when looking to deliver next-generation CX, and learn how you can fix the mistakes that lead to digital breakdowns and customer aggravation.
Posted: 28 Mar 2019 | Published: 28 Mar 2019

Concentrix

Customer Experience Trends 2019
sponsored by Zendesk
EGUIDE: How can you make sure your customer support team is keeping up with the top technological trends in the industry? In this how-to guide, uncover current leading customer support technology trends, and explore the steps you need to take in order to implement them successfully.
Posted: 27 Mar 2019 | Published: 27 Mar 2019

Zendesk

State of Service: Insights and Trends from over 3,500 Service Leaders and Agents Worldwide
sponsored by Salesforce
RESEARCH CONTENT: In this research report from Salesforce, uncover what over 3,500 customer service agents and decision makers around the world are doing to secure digital transformation, and uncover
Posted: 26 Mar 2019 | Published: 26 Mar 2019

Salesforce

AI and the Contact Center: Radical Revolution or Methodical Evolution?
sponsored by Concentrix
VIDEO: In this webinar, explore how AI is reshaping the customer service landscape, and uncover what AI strategies work best with your CX goals and contact center. Get insight from industry experts, and find out if AI is the radical revolution the contact center needs, or the byproduct of the methodical evolution of customer service.
Posted: 26 Mar 2019 | Premiered: 26 Mar 2019

Concentrix

Deliveroo : A Zendesk Success Story
sponsored by Zendesk
CASE STUDY: In this video, explore how food delivery service, Deliveroo, uses Zendesk Support to maintain operational efficiency, improve CX, and deliver positive employee experiences.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk

Zendesk + Lonely Planet: A Customer Support Success Story
sponsored by Zendesk
CASE STUDY: In this case study, explore how travel guide book publisher, Lonely Planet, used Zendesk to engage customers across multiple channels, keep content up-to-date, and build a community of lasting relationships.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk

Take a Walk Through the Omnichannel Bank of the Future
sponsored by Samsung Electronics
RESOURCE: Download this article to learn more about the omnichannel effect in retail banking, and find out why banks have the choice to either deliver personalized experiences that span all of their channels or become increasingly outdated.
Posted: 22 Mar 2019 | Published: 13 Nov 2018

Samsung Electronics

Driving Radical Customer Service Innovation
sponsored by ServiceNow
EBOOK: With the information provided in this e-book, discover how to innovate customer engagement and build a better CX through the use of smart technology, and determine if a Customer Service Management platform from ServiceNow is right for you.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

Investigating the Customer Support Persona: A Survey of Customer Support Professionals
sponsored by Squelch
RESEARCH CONTENT: Forward-thinking companies know that a great customer experience relies on the effectiveness and efficiency of their customer support teams. In this research report from Dimensional Research, get a better understanding of the people and systems driving your customer experiences, and learn how to put that information to use.
Posted: 12 Mar 2019 | Published: 31 Mar 2018

Squelch

How to Transform Your Business to Become a Bionic MSP
sponsored by Kaseya
EBOOK: Today's challenge is providing a broad enough menu of services for customers, and there are four key areas to bear in mind when considering extending your repertoire to fuel growth. Read on to view them, and for guidance on automation, security, integration, and more.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Kaseya

Trends Elevating the Customer Experience in Travel & Transportation
sponsored by Salesforce
RESEARCH CONTENT: Download this report to explore how travel, transportation, and hospitality companies that focus on personalized, contextualized, and proactive engagement can thrive in this new customer era.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Salesforce

The Value of Customer Support Across Your Organization
sponsored by Squelch
EBOOK: As customer experience becomes a key differentiator for businesses in today's competitive landscape it takes a company-wide, integrated approach to equip support agents with the knowledge they need to deliver the quality of services your customers demand. Download this e-book to explore what this looks like in practice.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Squelch

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
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