Customer Service Multimedia

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May 25, 2013

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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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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

Oracle Customer Experience: The Travel Experience sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn how Global Airways made business travel a positive experience for one passenger through customer experience management (CEM) technologies. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

Oracle Customer Experience: The Financial Services Experience sponsored by Oracle Corporation UK Ltd WEBCAST: A great customer experience can make all the difference for businesses looking to stay competitive and draw and retain consumers. Watch this webcast for a customer case about choosing a credit card with the Ashcroft Financial Group. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Privacy \| Customer Retention \| Customer Satisfaction \| Customer Service

Oracle Customer Experience: The Retail Experience sponsored by Oracle Corporation UK Ltd WEBCAST: Creating an individualized, consistent customer experieicne is paramount for today's businesses. In this webcast, learn how Winston Furnishings used customer experience management (CEM) technology to customize their customers' experience when shopping for furniture on the web. 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

Build Loyalty with an Exceptional Customer Experience sponsored by Oracle Corporation UK Ltd VIDEO: Providing the ideal customer experience can turn prospects into loyal, lifetime customers -- a crucial aspect of a financial firm's future success. Watch this brief video to learn how an exceptional customer experience from the beginning can help your financial organization foster lifelong customer loyalty. Posted: 10 Dec 2012 \| Premiered: 10 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Key Considerations for Mobile Enterprise Applications sponsored by Hewlett-Packard Limited WEBCAST: Discover the effect mobile enterprise applications can have on your business, the benefits you could reap, and key tips and hints for creating your own mobile application success. Posted: 29 Jun 2012 \| Premiered: Jun 29, 2012 TOPICS: Application Deployment \| Application Development \| Application Infrastructure \| Application Integration \| Application Life-Cycle Management \| Application Monitoring \| Application Performance Management \| Applications Management \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Mobile Workers \| Smart Phones \| Tablet PC

Increasing Customer Loyalty: Connected Intelligence & Loyalty sponsored by Hewlett-Packard Limited WEBCAST: Sixty-five percent of revenue at a typical company stems from existing customers. Ensuring your customers are loyal can increase profits anywhere between 25 and 80%. Retaining and enhancing existing customers is the top priority for today's CEOs. Watch this webcast and learn how to craft a strong CRM strategy through social networking. Posted: 01 Jun 2012 \| Premiered: Jun 1, 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Management \| Social Computing \| Social Networking \| Web 2.0

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 TOPICS: Cloud Archive \| Cloud Backup \| Cloud Computing \| Cloud CRM \| Cloud Disaster Recovery \| Cloud Management \| Cloud Security \| Cloud Storage \| Cloud Storage Services \| Cloud Storage Strategy \| Customer Service \| Infrastructure as a Service (IaaS) \| Management Service Providers \| Platform as a service \| Software as a Service

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 TOPICS: Business Process Management \| Business Process Management Software \| CRM \| Customer Service \| Knowledge Management

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 TOPICS: CRM \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Value Chain Integration \| Value Chain Management \| Value Chains

Cognos Business Intelligence for Report Authors sponsored by IBM VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." Posted: 24 Jan 2012 \| Premiered: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Best Practices \| CRM Software \| Customer Retention \| Customer Service \| Customer Service Best Practices

Social Business Podcast Series sponsored by IBM PODCAST: A Social Business enables its employees – and customers – to more easily find the information and expertise they seek. Access this podcast series for an in-depth guide to establishing a Social Business for real-time communication and collaboration. Posted: 16 Nov 2011 \| Premiered: Nov 16, 2011 TOPICS: Collaboration \| Communications Systems \| Customer Service \| Mobile Device Management \| Productivity \| Social Networking \| Unified Messaging Systems \| Web 2.0

Microsoft Dynamics CRM Trial Page sponsored by Microsoft SOFTWARE DEMO: Microsoft Dynamics CRM helps increase productivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart. Posted: 24 Oct 2011 \| Premiered: 24 Oct 2011 TOPICS: Cloud CRM \| CRM \| CRM Hosting \| CRM Services \| CRM Software \| Customer Service \| Marketing

TiVo Reduces Call Center Costs sponsored by Google Search Appliance VIDEO: Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video. Posted: 29 Nov 2010 \| Premiered: 29 Nov 2010 TOPICS: Call Center Management \| Call Center Software \| CRM Best Practices \| Customer Service \| Google App Engine \| Search Engine Optimization \| Search Engines

Oracle TimesTen In-Memory Database sponsored by Oracle Corporation WEBCAST: In this 40 minute webcast, listen to Oracle's Marie-Anne Neimat introduce the Oracle TimesTen In-Memory Database. Learn why people use in-memory database (it's all about low latency) and how this technology can accelerate existing Oracle Database applications as well as new applications. Posted: 04 Nov 2010 \| Premiered: Nov 4, 2010 TOPICS: Customer Service \| Database Administration \| Database Management \| Database Performance Management \| Memory \| Oracle (Product) \| Query Tools

Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online sponsored by Microsoft VIDEO: Join us for this webcast to learn how Microsoft Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge. Posted: 23 Aug 2010 \| Premiered: 23 Aug 2010 TOPICS: Collaboration \| CRM \| Customer Service \| Customer Service Best Practices \| Online Marketing \| Reporting Software

IT Connects Customers to Brands sponsored by Cisco Systems, Inc. VIDEO: Paul Gillin, author of three social media marketing books, reveals how CIOs are becoming the designated guardians of intellectual property. As the use of social media tools grows, Gillen recommends how a CIO can stay in front of the widespread access and create enhanced customer experiences. Posted: 16 Aug 2010 \| Premiered: 16 Aug 2010 TOPICS: Blogs \| CIOs \| Customer Interaction Services \| Customer Service \| Security \| Social Networking \| Virtual Communities

Customer Communication Management sponsored by Pitney Bowes Business Insight WEBCAST: CCM helps businesses transform routine business documents into communications that truly enhance the customer experience. CCM is an integrated end-to-end solution that enables companies to create, manage and deliver effective multichannel communications all while reducing the cost of communicating with and providing superior service to customers. Posted: 06 Jul 2010 \| Premiered: Jul 6, 2010 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Email \| Financial Statements

Accela Video Whitepaper: Differentiate Your Company with Complete CRM sponsored by Oracle Corporation VIDEO: Interactions between partners, customers, and employees are much faster-paced in our highly-networked world. It is important that CRM solutions understand these relationships. Watch this video to learn strategies for CRM evolution. Posted: 05 Apr 2010 \| Premiered: 05 Apr 2010 TOPICS: Business Intelligence \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Self-Service \| Customer Service \| Social Networking \| Web 2.0

Introduction to Microsoft Dynamics CRM Online sponsored by Microsoft WEBCAST: This webcast, with an introduction from Steve Ballmer, Microsoft CEO, examines the importance of CRM software has on a company’s bottom line. Posted: 09 Sep 2009 \| Premiered: Sep 9, 2009 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Data Management \| Customer Retention \| Customer Service \| Customer Support Software \| Sales \| Sales and Marketing Software

Grow Your Business with Microsoft Dynamics CRM sponsored by Microsoft WEBCAST: View this webcast to see how that Microsoft Dynamics CRM 4.0 gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post sales. Posted: 09 Sep 2009 \| Premiered: Sep 9, 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Service \| Lead Management \| Sales \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

SAP Workforce and Scheduling Optimization Demo sponsored by ClickSoftware WEBCAST: Watch this demo to learn how SAP Workforce and Scheduling Optimization can help offer better customer service, which leads to customer loyalty which ultimately leads to higher profits by allowing you to manage service scheduling and dispatching, support Mobile service operations, schedule service appointments, monitor service operations, and more Posted: 12 Aug 2009 \| Premiered: Aug 12, 2009 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| CRM \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| SAP (Product)

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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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