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Published: Fri, 15 Dec 2017 15:15:13 EST

Last Build Date: Fri, 15 Dec 2017 15:15:13 EST

 



Qlik Virtual Talkshow

Fri, 15 Dec 2017 24:00:00 EST

Discover how organizations embrace big data and predictive analytics and swap out their technologies to support structured and unstructured data that comes from both on premises and the cloud. Published by: Qlik



CW ANZ Dec 2017

Wed, 13 Dec 2017 24:00:00 EST

Australia is one of the most advanced markets in the world in adopting mobility initiatives to improve employee productivity, customer service and the bottom line. In this month's edition of CW ANZ, we take a look at how Australian organisations are faring in driving mobility initiatives, the challenges they have been facing and what lies ahead. Published by: ComputerWeekly.com



Computer Weekly – 12 December 2017: The 50 most influential people in UK IT

Fri, 08 Dec 2017 24:00:00 EST

This week's Computer Weekly reveals who made the annual list of the 50 most influential people in UK IT, and a discussion with this year's winner, Mayank Prakash, chief digital and information officer at the Department for Work and Pensions, about the challenges and opportunities of digital government. Published by: ComputerWeekly.com



Patient engagement strategy heavily influences tech investment

Thu, 30 Nov 2017 24:00:00 EST

Patient engagement is widely considered as a critical component of achieving high-quality care. Inside this expert guide, uncover survey results from the purchasing intentions survey by TechTarget and CHIME, the influence of patient engagement on tech investments and value-based reimbursement, and how IoT and CRM can enhance patient care. Published by: Salesforce.com



New Roles and Opportunities for Payers

Thu, 02 Nov 2017 24:00:00 EDT

Learn about the opportunities that payers have with better technology and information systems, and how to bend the cost curve of healthcare while building a loyal relationship with patients along the way. Published by: HealthEdge



Contact Center Automation Tools You Can't Ignore

Thu, 02 Nov 2017 24:00:00 EDT

With so many options, how do you know what contact center tool is the best fit? This expert e-guide explores the top 5 contact center automation tools you should know about, contact center technology purchasing decisions to consider. Published by: TechTarget



A Look at 5 Contact Center Automation Tools

Fri, 27 Oct 2017 24:00:00 EDT

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. Published by: Genesys



Providing a Great Customer Experience During the Holiday Rush

Tue, 31 Oct 2017 24:00:00 EDT

According to Zendesk, retailers see a 42% average increase in support volumes during the holiday season. How can you keep up with providing customers a great CX during such a busy time? Learn how you can develop a strategy for keeping your CX great and stay on your customers' "nice" lists. Published by: Zendesk



Your Guide to Omnichannel Customer Support

Mon, 30 Oct 2017 24:00:00 EDT

The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more. Published by: Zendesk



Case Study: Omnilife Increases Sales, Customer Retention and Agent Productivity

Sat, 31 Dec 2016 24:00:00 EST

In this case study, learn how Omnilife (a dietary supplement distributor) improved their existing customer service strategy, and increased sales across channels within their multi-level marketing model. Published by: Genesys



Increasing Sales with Speech Analytics

Fri, 27 Oct 2017 24:00:00 EDT

This case study explores how Neutron Industries, a cleaning and maintenance solutions provider, automated quality management to improve their agents' skills – enabling them to deliver exceptional service and improve sales. Published by: Genesys



The Guide to Omnichannel Customer Engagement

Fri, 27 Oct 2017 24:00:00 EDT

In this guide to omnichannel customer engagement, gain ideas on how your organization can create customer experiences that are streamlined, simple, and fully informed and effective – all to meet the needs and preferences of your customers. Published by: Genesys



7 Steps for Delivering Next-Generation Digital Customer Service

Fri, 27 Oct 2017 24:00:00 EDT

According to a survey conducted by Altimeter Group, 42% of businesses are investing in new digital channels to more effectively serve their clients. Companies understand the urgent need to create engaging and effortless digital experiences. In this white paper, uncover 7 steps for delivering a next-generation digital customer service strategy. Published by: Genesys



IDC: Supporting Customer Experience Initiatives Through Productivity and Process

Fri, 27 Oct 2017 24:00:00 EDT

In this IDC paper, learn what it means to the overall organization to be a CX–focused organization, the impact, benefits, and challenges of pursuing a customer experience strategy, and examples of organizations that have effectively used tools to support service and contact center agents. Published by: Zendesk



How Uber Grew With Customer Support and Chat Behind the Wheel

Wed, 25 Oct 2017 24:00:00 EDT

Everyone knows Uber, but behind the wheel? A complex ecosystem that keeps the driver and rider connected and processes running smoothly. Discover how customer support and chat tools supported Uber's business growth. Published by: Zendesk



Cloud CRM Software: Vendor Comparison Report

Wed, 25 Oct 2017 24:00:00 EDT

According to Gartner, over 85% of customer service and support software will be delivered on a cloud-based model by 2019. In this Gartner report, compare strengths and weaknesses of cloud CRM software from top vendors including CRMNEXT, Microsoft, Oracle, Salesforce and many more. Published by: Zendesk



Providing Great Customer Service Through Social Media

Wed, 25 Oct 2017 24:00:00 EDT

One of the first challenges to providing great customer service is where to focus your time and resources. Providing great customer service through social media can be a way to get around this hurdle. Learn how you can get started with developing a social customer service strategy of your own. Published by: Zendesk



UCSF Medical Center develops a Fast, Multifaceted Collaboration System

Wed, 25 Oct 2017 24:00:00 EDT

In this case study, learn how UCSF medical center adopted a next-generation messaging system built on Salesforce 1 Platform, which allowed them to enable HIPAA compliance with tighter management of patient data, connection of multiple communication platforms to gain a single view of patients, and more. Published by: MuleSoft



How Slack Improved Communications, CX

Tue, 24 Oct 2017 24:00:00 EDT

San Francisco-based communications company Slack needed a more effective way of communicating. More than just software, they wanted to invest in an experience that would leave a positive impact on their customers. Learn how they shrunk response time, improved support and more. Published by: Zendesk



Interaction Analytics Capabilities

Tue, 24 Oct 2017 24:00:00 EDT

Learn how to uncover key insights from customer conversations by using the most comprehensive speech and text analytics to maximize business value. Published by: Genesys



Critical Capabilities for Contact Center Infrastructure, Worldwide

Mon, 22 May 2017 24:00:00 EDT

Explore 3 use cases that represent the most common configurations for contact center infrastructure. Plus, find out how to support more engaging, omnichannel customer service and incorporate unified communications and collaboration technology more effectively into your contact center operations. Published by: Genesys



Mobily Transforms Complaint Handling

Sat, 31 Dec 2016 24:00:00 EST

This case study explores how Mobily, a telecommunications organization, drove up efficiency by engaging their workforce in the service process. Learn how they saw a 35% increase in their customer satisfaction, a 92% increase in their SLA achievements, and more. Published by: Genesys



Battle of the CRM Tools

Mon, 23 Oct 2017 24:00:00 EDT

CRM platforms today are rich, powerful tools for marketers, sales and customer-oriented professionals. But you can easily drown in all of the options thrown in your direction. Let our guide; Battle of the CRM Tools, assist you in making an informed CRM buying decision. Explore survey results, strategy ideas, and product reviews from your peers. Published by: TechTarget



CRM Evolves Towards Digital Customer Engagement

Mon, 23 Oct 2017 24:00:00 EDT

This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore. Published by: ComputerWeekly.com



The IVR Playbook: Guide to choosing, designing and delivering an IVR Platform

Fri, 20 Oct 2017 24:00:00 EDT

In this e-book, learn how to look critically at your interactive voice response system (IVR) to deliver a strong customer experience. Then find out how taking the appropriate re-evaluation steps can help your organization achieve a positive ROI, while building customer loyalty. Published by: Genesys



5 Capabilities to Look for in a Self-Service Analytics Solution

Fri, 20 Oct 2017 24:00:00 EDT

Imagine: In your company, everyone has access to the data they need, when they need it. That's a data-driven organization, and it's powered by a self-service analytics tool. The question is—how do you choose the right one? Learn 5 key capabilities to look for in a self-service analytics tool. Published by: Qlik



The Customer Engagement Benefits of CRM Tools

Mon, 16 Oct 2017 24:00:00 EDT

In this expert e-guide, explore how Starbucks and Wal-Mart decided to shake up their customer engagement strategies, and the results of doing so. Then, uncover how CRM tools can improve much more than just customer engagement. Published by: Microsoft



IoT Revamps Field Services & Customer Engagement

Mon, 16 Oct 2017 24:00:00 EDT

Including insights from Andrew Leigh (VP of Alliances at Jitterbit) and Scott Amyx (CEO of Amyx+), this expert guide explores how field services can be supercharged with an integrated IoT strategy, and how the IoT enhances customer engagement for brands and marketers. Published by: Microsoft



The CRM Market Today

Mon, 16 Oct 2017 24:00:00 EDT

In this e-guide, uncover how Microsoft is establishing new incentives and compensation strategies to better align field sales and channel partners, and how (and why) Microsoft is planning to focus its future on Dynamics 365, AI and digital transformation. Plus, learn how new CRM tools are revolutionizing engagement. Published by: Microsoft



Customer analytics techniques boost sales and service strategies

Wed, 11 Oct 2017 24:00:00 EDT

In this expert handbook, learn how cutting-edge companies are applying rapidly evolving analytics tools to find more prospective customers and better improve their experiences after the initial sale. Plus, discover more about the human factors that not even new analytics can replace. Published by: SearchCRM



Salary Survey 2017/18 - Benelux

Thu, 05 Oct 2017 24:00:00 EDT

In this e-guide we look at the results of the Computer Weekly Salary Survey in the Benelux region. Published by: ComputerWeekly.com



Salary Survey 2017/2018 - Middle East

Thu, 05 Oct 2017 24:00:00 EDT

In this e-guide we look at the results of the Computer Weekly Salary Survey in the Middle East. Published by: ComputerWeekly.com



Salary Survey 2017/2018 Nordics

Thu, 05 Oct 2017 24:00:00 EDT

In this e-guide we look at the results of the Computer Weekly Salary Survey in the Nordic region. Published by: ComputerWeekly.com



Computer Weekly – 3 October 2017: Digitally preserving history

Fri, 29 Sep 2017 24:00:00 EDT

In this week's Computer Weekly, we find out how cloud technologies are helping Gibraltar to digitally preserve historic documents and safeguard its cultural heritage. We examine progress on the roll-out of the new NHS national network. And our latest buyer's guide looks at cloud-based ERP software. Read the issue now. Published by: ComputerWeekly.com



Is Your IT Security Affecting Your Workforce Productivity?

Thu, 21 Sep 2017 24:00:00 EDT

In this video, Principal Analyst at Forrester Research David K. Johnson demonstrates how to achieve the often-conflicting goals of promoting employee flexibility alongside delivering greater device security. Tune in to overcome the risks BYOD programs, device malware, and more pose to your device landscape. Published by: Dell and Microsoft



7 Steps for Delivering Next-Generation Digital Customer Service

Thu, 14 Sep 2017 24:00:00 EDT

According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service. Published by: Genesys



2017 Middle East Salary Survey Infographic

Tue, 12 Sep 2017 24:00:00 EDT

Download this infographic to access Computer Weekly's annual salary survey revealing the average pay for technology professionals in the Middle East region. Published by: ComputerWeekly.com



2017 Middle East Salary Survey Infographic

Mon, 11 Sep 2017 24:00:00 EDT

Download this infographic to access Computer Weekly's annual salary survey revealing the average pay for technology professionals in the Middle East. Published by: ComputerWeekly.com



2017 UKI Salary Survey Infographic

Fri, 08 Sep 2017 24:00:00 EDT

Download the 2017 UKI salary survey infographic to discover the latest information about demographics, training, earnings and women in IT. Published by: ComputerWeekly.com



2017 Benelux Salary Survey Infographic

Fri, 08 Sep 2017 24:00:00 EDT

Download this infographic to access Computer Weekly's annual salary survey revealing the average pay for technology professionals in the Benelux region. Published by: ComputerWeekly.com



Contact center software features help fulfill the customer's journey

Thu, 31 Aug 2017 24:00:00 EDT

From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization. Published by: SearchCRM



Top 7 Contact Center Dos & Don'ts

Wed, 30 Aug 2017 24:00:00 EDT

Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts. Published by: NICE Systems, Inc



Boost Contact Center Service (Without Adding Agents)

Wed, 30 Aug 2017 24:00:00 EDT

Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players. Published by: NICE Systems, Inc



A Computer Weekly Buyer's Guide to Customer Experience

Thu, 10 Aug 2017 24:00:00 EDT

Discover how to craft data-first CRM strategies and get tips about coordinating data sources for effective CRM, 5 ways to reduce risks for Salesforce deployments, and the pros and cons of current CRM software offerings. Published by: ComputerWeekly.com



Tools and Techniques for Managing Apps Across Countless Delivery Methods, Endpoint Types, and OSes

Tue, 18 Oct 2016 24:00:00 EDT

This 11-page guide – curated by the editorial, objective experts at SearchMobileComputing.com – is jam-packed with invaluable tips for effectively managing today's mobility headaches in the face of vendor rhetoric, escalating user demands/expectations, and an increasing array of options for managing devices and delivering both apps and data. Published by: TechTarget



Infographic: Transforming Workforce Technology Is The Key To Improving Customer Experience

Mon, 12 Jun 2017 24:00:00 EDT

How can the CIO and the CEO keep talent so they can keep customers? Learn what 327 IT and business decision makers have said about measuring the employee experience, and what both teams are doing to keep theirs up. Published by: Dell EMC and Intel®



Firms in Southeast Asia Juggle Meeting Financial Goals with Elevating Customer Experience

Tue, 18 Jul 2017 24:00:00 EDT

Forrester analysts have recommendations for balancing budgetary pressures while improving customer experiences, which will be imperative companies adapt to enable a stronger workforce. Learn what 327 senior business and technology executives from Asia-Pacific countries reveal in this resource. Published by: Dell EMC and Intel®



Infographic: Transforming Workforce Technology Is the Key to Improving Customer Experience

Fri, 16 Jun 2017 24:00:00 EDT

Forrester Research experts investigate the drivers, challenges, and outcomes of organizations as regards their workforce transformation and employee technology use. Additionally, see how a design-driven, mobile workforce technology strategy will help you reduce HR costs and increase productivity. Published by: Dell India



Infographic: Transforming Workforce Technology Is The Key To Improving Customer Experience

Mon, 12 Jun 2017 24:00:00 EDT

How can the CIO and the CEO keep talent so they can keep customers? Learn what 327 IT and business decision makers have said about measuring the employee experience, and what both teams are doing to keep theirs up. Published by: Dell EMC and Intel®



Infographic: Europe Media Consumption Study Results

Thu, 08 Jun 2017 24:00:00 EDT

TechTarget has surveyed 730 IT professionals in Europe on their media consumption habits. Check out the key results on this infographic. Published by: ComputerWeekly.com