Customer Service Multimedia

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Jun 20, 2013

Business of Information Technology > Business Processes >
Customer Service
ALSO CALLED: IT Customer Support, Customer Support DEFINITION: Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004. … Definition continues below.
Customer Service Multimedia (View All Report Types)
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Podcast: Why BPO American Support Chose a Cloud Contact Center sponsored by Five9 PODCAST: In this comprehensive podcast, learn the top seven reasons why American Support, a leading outsourced contact center company, chose to move their contact center to the cloud and explore the most important questions to ask a cloud provider when looking into cloud technology. Posted: 19 Jun 2013 \| Premiered: Jun 11, 2013 TOPICS: Call Center Management \| Call Center Services \| Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Customer Retention \| Customer Service

Webinar: Why BPO American Support Chose a Cloud Contact Center sponsored by Five9 VIRTUAL SEMINAR: In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology. Posted: 18 Jun 2013 \| Premiered: 11 Jun 2013 TOPICS: Call Center Services \| Call Center Software \| Call Centers \| Cloud Computing \| Cloud CRM \| Contact Center Services \| Contact Center Software \| Contact Centers \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

How Your Hosting Provider Can Influence the Quality of Your User Experience sponsored by Macquarie Telecom Pty Limited WEBCAST: This webinar will explain in detail the types of questions that should be asked and the latest technologies that can be employed to maximize your online performance for your users. Whether your brand is critical, you make money online, or have to comply with PCI standards, the success of your business depends heavily on choosing the right hoster. Posted: 24 May 2013 \| Premiered: May 23, 2013 TOPICS: Customer Interaction Services \| Customer Satisfaction \| Customer Service \| eCommerce \| Web Content Management \| Web Development \| Web Hosting

Utilities Are Once Again Leading with Mobile Technology sponsored by SAP America, Inc. WEBCAST: This in-depth webcast explores how utility companies can leverage SAP mobility tools to streamline business operations, get real-time access to their product and enterprise data from anywhere, and give their customers the support they need online, at any time. Posted: 09 May 2013 \| Premiered: May 9, 2013 TOPICS: Business Process Management \| Customer Satisfaction \| Customer Service \| Enterprise Asset Management Software \| Enterprise Resource Management \| ERP \| Mobile Device Management \| Mobile Workers

Keep the Lights on with SAP Mobile Solutions sponsored by SAP America, Inc. WEBCAST: In this brief webcast, get a first-hand look at how SAP mobile technologies can benefit utility providers, not only just in managing and servicing mission-critical assets, but in the way you interact with customers. Posted: 06 May 2013 \| Premiered: May 6, 2013 TOPICS: CRM \| Customer Interaction Services \| Customer Service \| Mobile CRM \| Network Management \| SAP (Product)

Smart Process Applications: A Game Changer for HR Shared Services sponsored by OpenText WEBCAST: This webinar details the evolution of enterprise processes and describes how smart process applications (SPAs) are transforming HR shared services. Learn how SPAs work, uncover the benefits and challenges of this strategy, and more – tune in now to get started. Posted: 22 Apr 2013 \| Premiered: Apr 22, 2013 TOPICS: Business Management \| Business Performance Management \| Business Process Management \| Business Process Management Software \| Business Processes \| Customer Data Management \| Customer Service \| Enterprise \| Enterprise Applications Software \| Enterprise Content Management \| Human Resources Management \| Human Resources Services

Enterprise Cloud Services – Unified Communications Made Easy sponsored by Hewlett-Packard Company WEBCAST: Discover how an enterprise-grade, cloud-based unified communications solution can help your users connect across the globe to increase productivity, business agility, and efficiency in a flexible, cost-efficient manner. Posted: 04 Apr 2013 \| Premiered: Nov 12, 2012 TOPICS: Collaboration \| Customer Satisfaction \| Customer Service \| Email \| File Sharing Protocols \| Instant Messaging \| Mobile Workers \| Remote Offices \| Remote Users \| Security \| Telephones \| Telephony Services \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Systems

Bank Anytime, Anywhere with SAP Mobile Solutions sponsored by SAP America, Inc. VIDEO: This brief video shows how SAP mobile tools will help your customers bank anytime, anywhere. Learn how you can transform your banking business by taking the branch to the customer. Personalize their experience and empower your employees to partner with them and become their trusted advisors. Posted: 22 Mar 2013 \| Premiered: 22 Mar 2013 TOPICS: Banking Industry \| Banking Services \| CRM \| Customer Satisfaction \| Customer Service \| Mobile CRM

How Smart Insurance Carriers are Turning Information Complexity into a Distinct Competitive Advantage sponsored by Kofax, Inc. WEBCAST: This comprehensive webcast explores how advanced information capture and case management capabilities can address new market demands and create better engagements throughout the customer lifecycle. Posted: 05 Mar 2013 \| Premiered: Mar 5, 2013 TOPICS: Business Process Management \| Business Process Modeling \| Business Processes \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

IT Decision Center on SIEM - Q5: Deployment sponsored by SearchSecurity.com VIRTUAL ENVIRONMENT: Question five featured in in SearchSecurity.com's IT Decision Center on SIEM asks top vendors in the space: Do you offer assistance with deployment plans, with estimates for installation and tuning, as well as manpower estimate to complete tasks? Find out what these vendors have to say by accessing their answers to this question now. Posted: 27 Feb 2013 \| Premiered: 27 Feb 2013 TOPICS: Capacity Planning \| Customer Satisfaction \| Customer Service \| Managed Security Services \| Security \| Security Architectures \| Security Best Practices \| Security Event Management \| Security Infrastructure \| Security Management \| Security Managers \| Security Policies \| Security Standards \| Security Systems \| Security Threats \| Training

HP Social CRM Services sponsored by Hewlett-Packard Company VIDEO: As today's consumers have quickly become more powerful and influential, they have also become more demanding than ever- expecting a personalized experience. Access this brief video to discover a social enterprise service program that listens, manages, and engages with your customers- and their influencers – across the internet and social networks. Posted: 27 Feb 2013 \| Premiered: 27 Feb 2013 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Mining \| Social Networking \| Web 2.0

Oracle Customer Experience: The Communication Experience sponsored by Oracle Corporation UK Ltd VIDEO: In this brief video, discover how utilizing the right technology innovations can enable you to drastically improve the customer experience, foster loyalty, and ultimately grow your brand. Watch now to find out the advantages of using innovative technologies like mobile applications, loyalty points, and automated email reminders. Posted: 20 Dec 2012 \| Premiered: 20 Dec 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Why Deliver Customer Service through the Cloud? sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn the advantage of cloud-based customer service delivery, including rapid implementation, an instant return-on-investment, flexibility and easy upgrades, capabilities to handle a mobile workforce, optimal security, and the ability to focus your resources on high-value tasks. Posted: 20 Dec 2012 \| Premiered: Dec 20, 2012 TOPICS: Cloud CRM \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Oracle Customer Experience: The Public Sector Experience sponsored by Oracle Corporation UK Ltd VIDEO: This brief video outlines how the right technology can enable the public sector industry to greatly enhance their customer experience and foster loyalty. Watch now to find out the advantages of using innovative technologies like mobile applications, live-chat capabilities, and automated email reminders. Posted: 20 Dec 2012 \| Premiered: 20 Dec 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Public Sector

The Business Value of CX: Customer Service in the Cloud sponsored by Oracle Corporation UK Ltd WEBCAST: This webcast explains that you don't have to move everything to the cloud, and that – in some cases – it's actually preferable to keep some things on premise. Learn how you can develop a hybrid approach and find an adaptable provider able to pull data from legacy systems to the cloud and vice versa. Posted: 20 Dec 2012 \| Premiered: Dec 20, 2012 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

The Business Value of CX: Attracting New Customers sponsored by Oracle Corporation UK Ltd VIDEO: You depend on customers to drive business growth.The key to retaining customers and attracting new ones resides in your ability to understand your customer's wants and deliver a personalized experience that meets – and preferably exceeds – their expectations. Watch this video to learn more on how to deliver a superior customer experience. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

The Business Value of CX: Deliver a Great Customer Experience sponsored by Oracle Corporation UK Ltd VIDEO: With products, services, even prices all looking the same in today's market, the only way you can set your business apart from the competition is through the type of customer experience you provide. Download this brief video to learn how to provide a customer experience that exceeds your consumers expectations. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Customer Experience: Empower Your Agents sponsored by Oracle Corporation UK Ltd VIDEO: View this brief video to learn what your business's customer service and support systems should look like. Watch this on-demand video now to find out why simplicity and ease-of-use is key to delivering the best possible customer interactions. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

The Business Value of CX: Keeping Your Customers sponsored by Oracle Corporation UK Ltd VIDEO: Providing personalized, seamless, and consistent service and support during customer interactions can be a major competitive differentiator. But how can you make your customer experience strategies sustainable? Watch this video to uncover quick tips for delivering exceptional customer experiences. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

How To Leverage Standards Based Automation for Explosive Growth sponsored by N-able Technologies WEBCAST: Discover how leveraging standards-based automation can help you become the best MSP possible, doubling your growth and scalability and taking your service offerings to the next level. Posted: 18 Dec 2012 \| Premiered: Jul 25, 2012 TOPICS: Backups \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Disaster Recovery \| IT Outsourcing Services \| IT Service Management \| IT Services \| Management Service Providers \| Sales \| Sales Channels \| Server Management \| SMBs

Navigating the Next Five Years of Customer Service sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why customer experience management is critical to a company's success, and customer service is the cornerstone of that strategy. Posted: 17 Dec 2012 \| Premiered: Jun 30, 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Sprint Becomes More Efficient When Customers Go Online sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why Sprint chose one platform to help them encourage customer self-service and drive customers from call centers to the website. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Call Center Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Sony Ericsson Optimizes Customer Experience with Siebel CRM sponsored by Oracle Corporation UK Ltd WEBCAST: This webcast reveals why Sony Ericsson Global chose one customer relationship management (CRM) application for its technical scalability, the functional structure of its modules, and potential for acceleration of business change. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Mobile CRM \| Mobile Device Management \| Oracle (Product)

Oracle Cloud Customer Service and Support: Great Experiences sponsored by Oracle Corporation UK Ltd VIDEOCAST: View this brief video for great customer service strategies that allow your customers to connect with service resources whenever and wherever they need. Also, discover how to get deeper insight into your clients' history and interactions with your business and services. Posted: 14 Dec 2012 \| Premiered: Dec 14, 2012 TOPICS: Cloud Computing \| Cloud CRM \| CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Creating Business Value Through Customer Experience sponsored by Oracle Corporation UK Ltd WEBCAST: In this webcast, Brian J. Curran, VP of Customer Experience Strategy for Oracle, explains the business value of effective customer experience management and offers strategies and methodologies for getting started. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

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CUSTOMER SERVICE DEFINITION (continued): … Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004. To increase customer satisfaction, while minimizing the costs involved, many companies are turning to customer-based service applications such as Web self-service and online communities for customer-to-customer support.

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