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Customer Support Software Reports
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Improve the Contact Center Customer Experience with Digital Technologies
sponsored by ServiceNow
WHITE PAPER: While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

Case Study - Utmost
sponsored by Enate UK
CASE STUDY: Utmost Group, which delivers middle-office operations for core life insurance business, sought to embrace automation to improve the delivery of customer services. In this case study, see how Utmost Group deployed Enate’s Service Orchestration to do just that.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Enate UK

Transform your customer experience with Slack for support teams
sponsored by Slack
WHITE PAPER: Support teams have evolved into a key profit center for businesses—and companies that take the customer experience seriously reap the benefits. With this guide, your team can meet expectations for fast, connected, and personal service. Learn how Slack can offer a support team for your support team here.
Posted: 29 Dec 2020 | Published: 29 Dec 2020

Slack

CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success
sponsored by Zendesk - SING
ANALYST REPORT: In this ESG study, commissioned by Zendesk, researchers sought to understand whether, and to what degree, an organization’s adoption of customer service and support best practices leads to improved outcomes in areas across the organization. Explore the key findings—and how to apply them to your customer experience strategies—here.
Posted: 28 Dec 2020 | Published: 28 Dec 2020


Choose The Right Customer Service Solution For Your Business
sponsored by Zendesk - SING
ANALYST REPORT: As Forrester says, excellent customer service is easy to talk about, hard to deliver. Luckily, you can stand on the shoulders of giants, or, as we call them, early adopters. Use this updated Forrester guide, the Contact Centers for Customer Service Playbook, to choose the right customer service solution—and deliver that solution successfully, too.
Posted: 28 Dec 2020 | Published: 28 Dec 2020


Faster problem-solving at Xero, for customers and employees alike
sponsored by Slack
CASE STUDY: Xero's customer experience (CX) team previously relied on emails to share guidance and documentation. When CX started using Slack, the team reorganized. The team now have 30 to 40 Slack channels —virtual spaces where teams can share messages, files and tools, and the customer support flow is smooth and streamlined. See how they did it.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

Slack

Restructuring Your Contact Center Technology for the Customer Experience Era
sponsored by RingCentral
WHITE PAPER: Read this whitepaper from RingCentral to learn the 4 key steps to restructuring your contact center technology to leverage artificial intelligence and the cloud and the 9 benefits of doing so.
Posted: 17 Dec 2020 | Published: 17 Dec 2020

RingCentral

Cloud Contact Centre Platform Selection Guide
sponsored by RingCentral
EBOOK: Access this eBook to get learn a step by step strategy to find the most comprehensive outbound and blended cloud call center platform, which will allow you to reach and engage your audience to create lasting, valuable relationships.
Posted: 16 Dec 2020 | Published: 16 Dec 2020

RingCentral

How to Launch a Call Deflection Strategy
sponsored by RingCentral
EBOOK: Access this white paper for essential tips and 3 key questions to shape your call deflection strategy on.
Posted: 16 Dec 2020 | Published: 16 Dec 2020

RingCentral

The Total Economic Impact™ Of Salesforce Case Management Solutions For Government
sponsored by Salesforce
ANALYST REPORT: Forrester’s research has shown that the need to improve customer service and customer experience (CX) has never been more important—especially for the public sector. To better understand the benefits and risks of CX investments, Forrester interviewed 6 government customers with years of experience using Salesforce case management solutions.
Posted: 02 Dec 2020 | Published: 02 Dec 2020

Salesforce

NWN EMP Overview Webinar
sponsored by NWN Corporation
WEBCAST: The NWN Experience Management Platform (EMP) delivers a unified view into your environment – from core to cloud – offering advanced analytics, reporting, customer success center, and proactive alerting. Learn more about the solution in this webinar.
Posted: 19 Nov 2020 | Premiered: Nov 19, 2020

NWN Corporation

NWN Contact Center Offering
sponsored by NWN Corporation
VIDEO: Access this video to learn how your organization can leverage NWN’s Contact Center Solution to make intelligent and transformative decisions for your company.
Posted: 18 Nov 2020 | Premiered: 18 Nov 2020

NWN Corporation

Creating Epic Digital Experiences for B2B Companies
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Your business customers deserve the same customer-centric digital experiences that are so common in the B2C world—whether that’s an easy-to-use ecommerce system or a progressive web app. In short, digital experience is critical for everyone involved in your business. Review the business benefits of improving your digital experience here.
Posted: 10 Nov 2020 | Published: 10 Nov 2020


How to balance upgrades with always-on service quality
sponsored by ServiceNow
VIDEO: With the speed of digital transformation and the consumerization of IT, traditional incumbents are being forced to adapt & innovate at an unpreceded pace. This session will look at how ServiceNow was critical to BT Global’s service and platform innovation and reflect on the journey, including the crucial lessons learnt along the way.
Posted: 06 Nov 2020 | Premiered: 06 Nov 2020

ServiceNow

What’s New in CSM
sponsored by ServiceNow
VIDEO: ServiceNow Customer Service Management enhances business agility with improved processes for agents and expanded service channels for customers. Learn more about these new capabilities plus more and see them in action with demos.
Posted: 03 Nov 2020 | Premiered: 03 Nov 2020

ServiceNow

Forrester Study: The Total Economic Impact™ of Freshdesk
sponsored by Freshworks
ANALYST REPORT: In this exclusive Forrester Consulting report, Forrester examined the potential ROI of Freshdesk. Freshdesk, the popular customer service platform, was found to have a massive 462% 3-year ROI, with a fast time to value—just less than 3 months. Get the details in the full Forrester report, available for download here.
Posted: 27 Oct 2020 | Published: 27 Oct 2020

Freshworks

Conversational Commerce
sponsored by [24]7.ai
EBOOK: [24]7.ai defines Conversational Commerce as a tool that aims to replicate and automate a deep level of communication between company and customer found in traditional, face-to-face interactions. Get the basics about the “customer experience of the future” in this 35-page introductory guide.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020–21
sponsored by [24]7.ai
ANALYST REPORT: In this report, Ovum names the 9 market leaders—as well as 2 market challengers—that are making the most out of AI with their virtual assistants. Explore the key findings here.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020
sponsored by [24]7.ai
WHITE PAPER: In this exclusive Forrester Research report, Forrester evaluates the top 13 providers in the digital-first customer service market, which has seen tremendous growth this year. Download the report to learn about the 3 key takeaways to keep in mind for a successful customer service approach—and see if your vendor makes the list.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

Adaptive Customer Excellence
sponsored by DXC
EBOOK: Fortunately, there's now a way to transform Customer Experience by transforming your contact centre in line with your overall digital strategy.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

DXC

Consumer Pivot to Digital – During and After COVID-19
sponsored by Fractal
WEBCAST: Watch this video for tips on creating an omnichannel experience that can help you support customers during and after COVID-19.
Posted: 01 Sep 2020 | Premiered: Aug 20, 2020

Fractal

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

What is VoIP?
sponsored by Verizon
RESOURCE: Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

The CX Balancing Act: Personalization Meets Respect for Customer Privacy.
sponsored by Verizon
RESOURCE: Access this resource to see what it takes for customer to share their data and discover the top 3 CX experiences a company should deliver in exchange for personal information.
Posted: 28 Jul 2020 | Published: 08 Apr 2020

Verizon

The Workers’ Experience
sponsored by Dell Technologies and Intel
ANALYST REPORT: In the search to uncover the facts about worker experiences across a broad range of global regions and industries, a survey commissioned by Dell points the way to greater work effectiveness and organizational competitiveness. Access this analyst report to discover the 9 key findings of the study.
Posted: 27 Jul 2020 | Published: 27 Jul 2020

Dell Technologies and Intel
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