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Customer Service

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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.  … 
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Customer Service Multimedia (View All Report Types)
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Transform Work in the Cloud with Secure Content Management
sponsored by IBM
VIDEO: Countless hours can be wasted navigating content siloes and share point sights when looking for the right files to share with customers. Watch this video to learn about a leading cloud content management platform. Quickly scan, classify, and tag documents to enhance the security of your content collaboration and improve customer relationships.
Posted: 27 Jul 2016 | Premiered: 21 Mar 2016

IBM

Secure, Scalable Content Collaboration
sponsored by IBM
VIDEO: Watch this video to discover a technology that securely connects content and people for better customer service. Find out how Alex, a bank CIO, implemented this platform successfully and enhanced his business's collaborative capabilities.
Posted: 27 Jul 2016 | Premiered: 17 Mar 2016

IBM

Foster Loyalty Through Effortless Customer Journeys
sponsored by Genesys
WEBCAST: The latest method of driving customer loyalty is developing and maintaining an omnichannel presence—but how do you achieve this success? This webcast discusses how to improve customer loyalty through the creation of an omnichannel presence and communications, and how to track a customer's journey to identify trends in channel usage.
Posted: 28 Jun 2016 | Premiered: Jun 8, 2016

Genesys

Deliver Upon Customers' Ever-Growing Expectations
sponsored by Genesys
VIDEO: Using one man's adventures in online automotive shopping as an example, you'll explore ways to build exceptional customer relationships across all phases of their omnichannel journey.
Posted: 13 Jun 2016 | Premiered: 13 Jun 2016

Genesys

Flexible and Simple ERP Strategies
sponsored by Sage Software
VIDEO: Today's ERP accelerates performance anywhere, anytime. Learn how to leverage it when you simplify your entire operation in the cloud, optimize manufacturing, and more.
Posted: 07 Jun 2016 | Premiered: 11 Dec 2015

Sage Software

Solving Today's Top Customer Service Demands Across Channels
sponsored by Dimension Data
VIDEO: Dynamic changes are making customer service more complex than ever before. In this video, explore how an integrated, omni-channel contact center can solve today's top customer service demands and technology challenges.
Posted: 03 May 2016 | Premiered: 08 Dec 2015

Dimension Data

Customer Experience in the Digital Age
sponsored by Dimension Data
VIDEO: In this video, explore the importance of customer service as a brand differentiator, and how an integrated, omni-channel approach to customer interactions yields the most benefit. Gain insight into how you can keep up with customer demands across all channels and make your brand stand out.
Posted: 03 May 2016 | Premiered: 07 Dec 2015

Dimension Data

Reliance Securities Empowers Customers with an Omnichannel Contact Center
sponsored by Dimension Data
VIDEO: Watch this brief video case study to discover how one company used integrated, omnichannel contact center tools to increase agility, responsiveness, and make better use of their customer service agents' skills. Learn how this transition let them use the same number of agents to engage with more customers without compromising customer satisfaction.
Posted: 03 May 2016 | Premiered: 15 Dec 2015

Dimension Data

Five Drivers Animation
sponsored by Oracle Corporation UK Ltd
VIDEO: Check out this quick video and discover how enhanced technologies can help drive sales. Watch now and access links to solutions that will allow you to leverage mobile to run sales from anywhere at any time, turn data into actionable insight with proven analytics tools, and more.
Posted: 29 Sep 2015 | Premiered: 29 Sep 2015

Oracle Corporation UK Ltd

N-able Help Desk Manager Demo and Overview
sponsored by Solarwinds N-able
VIDEO: Check out this brief video to get a walkthrough of the powerful, full featured Help Desk Manager from N-able. Help Desk Manager delivers MSP-optimized, ITIL aligned, web-based help desk and ticketing at a price anyone can afford.
Posted: 23 Sep 2014 | Premiered: 10 Apr 2014

Solarwinds N-able

On Demand Webcast: Elaine Turner Extends Her Reach with Commerce Cloud Platform
sponsored by Oracle Corporation
WEBCAST: Watch now to hear Elaine Turner's Director of ecommerce, Carrie Leader, discuss key strategies for building an ecommerce business as a branded manufacturer. Learn how Elaine Turner used a Cloud ecommerce platform to create a new destination site where visitors can research, buy, or engage with the brand to support sales in all channels.
Posted: 27 Jan 2016 | Premiered: Dec 15, 2015

Oracle Corporation

Case Study: Roofing Company Improves Customer Satisfaction with Cloud CRM
sponsored by Microsoft
VIDEO: This video highlights a cloud-based CRM software that allows organizations to manage customer relations efficiently and automates mundane tasks. Access now to see how this technology can ensure that your customers receive the experience they expect and increase overall customer satisfaction.
Posted: 10 Nov 2015 | Premiered: 10 Nov 2015

Microsoft

HP helps United Airlines consolidate their IT infrastructure
sponsored by Hewlett-Packard Enterprise
WEBCAST: This brief video case study examines how United Airlines was able to consolidate its IT infrastructure and fuel customer experience success with the right service. Tune in to learn more now.
Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

Hewlett-Packard Enterprise

HPE Social Enterprise Services
sponsored by Hewlett-Packard Enterprise
WEBCAST: Social networks have revolutionized the way that today's customers gain information and make buying decisions. This brief video introduces a social enterprise service that enables your organization to effectively harness and exploit social information.
Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

Hewlett-Packard Enterprise

Helping United Soar to New Heights
sponsored by Hewlett Packard Enterprise
WEBCAST: View this short webcast to see how United Airlines benefited from a flexible data center solution that ensured constant availability, as well as the scalability to meet their ever-changing environment needs.
Posted: 02 Jan 2014 | Premiered: Jan 2, 2014

Hewlett Packard Enterprise

Puzzling: Finding the Missing Pieces of your Customer Picture
sponsored by IBM
WEBCAST: In this on-demand video, learn about the need for a complete customer view, and discover how the right big data and analytics tools can help you get there by giving you the power to predict customer behaviors, improve customer engagement, and more.
Posted: 27 Dec 2013 | Premiered: Sep 3, 2013

IBM

How to Put Customers at the Center of Your Business
sponsored by IBM
WEBCAST: In this webcast, hear from Constellation Research principal analyst and CEO Ray Wang as he explores how to put customers at the center of your business. Learn how to make sure your customers stay loyal in a fiercely competitive marketplace.
Posted: 18 Sep 2013 | Premiered: Sep 18, 2013

IBM

Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST: Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013

Genesys

Webcast: Unlocking New Insights and Opportunities with Big Data
sponsored by IBM
WEBCAST: In this exclusive webcast, learn how you can use big data to create new business value, maintain relevance, and achieve greater operational efficiency.
Posted: 05 Sep 2013 | Premiered: Aug 19, 2013

IBM

Deliver Your Customers the Right Answer at the Right Time
sponsored by Oracle Corporation
VIDEO: Watch this brief video to learn how you can provide consistent and relevant answers fast on channels from self-service website queries to social media- increasing customer loyalty and reducing costs in the process.
Posted: 04 Aug 2013 | Premiered: 02 Aug 2013

Oracle Corporation

Software Subscription & Support
sponsored by IBM
VIDEO: In this brief video, learn how to stay ahead of IT trends with IBM Software Subscription and Support. You'll discover how you can drive efficiency, increase productivity, and streamline workflows with access to downloads and enhancements throughout the software lifecycle.
Posted: 30 Jul 2013 | Premiered: 30 Jul 2013

IBM

IBM Watson at Work: The Rise of Cognitive Computing
sponsored by IBM.
WEBCAST: Access this eye-opening webcast to learn about a question-answering analytics system that functions as a self-service chat session for customers that would normally contact a call center. Discover how this tool can drastically improve customer experience, decrease issue resolution time, increase top-line revenue, and more
Posted: 17 Jul 2013 | Premiered: Jul 17, 2013

IBM.

Cloud for Service Providers
sponsored by Citrix Systems, Inc.
VIDEO: This 3-minute video explains why Citrix solutions offer reliable, scalable ways to help you not only build your cloud platform, but to also build your cloud business for clients of any shapes and sizes.
Posted: 22 Aug 2012 | Premiered: 25 Jun 2012

Citrix Systems, Inc.

Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management
sponsored by KANA
WEBCAST: Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both.
Posted: 22 Jun 2012 | Premiered: Jun 22, 2012

KANA

Smarter Commerce Manufacturing Interactive Guide
sponsored by IBM
VIRTUAL SEMINAR: Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth.
Posted: 30 Jan 2012 | Premiered: 30 Jan 2012

IBM
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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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