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Customer Interaction Services

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ALSO CALLED: CIS, Customer Relations
DEFINITION: In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology  … 
Definition continues below.
Customer Interaction Services White Papers (View All Report Types)
1 - 25 of 139 Matches Previous Page  |  Next Page
10 Hidden Costs of Quoting with Spreadsheets
sponsored by TechData - Connectwise
WHITE PAPER: Many companies shy away from investing in a professional quote and proposal automation platform because they think it's too expensive, or that spreadsheets are just as good. Unfortunately, spreadsheets weren't designed with quoting in mind. Learn about the 10 hidden costs of quoting with spreadsheets, so you won't get caught off guard.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

TechData - Connectwise

A New Way to Look at Support in Manufacturing Customer Service Centers
sponsored by LogMeIn Rescue Lens
WHITE PAPER: Discover an innovative, live-video support tool that helps your customer service representatives see precisely what the problem is, through the eyes of the customer, without leaving the call center.
Posted: 09 Mar 2017 | Published: 09 Mar 2017

LogMeIn Rescue Lens

Virtual Meetings Technology Can Help You Improve Productivity & Increase Revenue
sponsored by Cisco Systems, Inc.
WHITE PAPER: 75% of businesses that leverage video for meetings report that it improves collaboration and increases productivity across dispersed teams. In this white paper, learn about a virtual meeting technology that can improve productivity, collaboration, increase revenue, and more.
Posted: 24 Feb 2017 | Published: 24 Feb 2017

Cisco Systems, Inc.

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

The 8 Types of Questions Your Customers Ask Online
sponsored by [24]7
WHITE PAPER: Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive. That's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle and how to optimize your contact center to handle them.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

[24]7

Why is Customer Service So Bad at Handoffs?
sponsored by [24]7
WHITE PAPER: 64% of consumers start their customer service journeys online. Where are the rest going? Access this white paper to learn about automated phone's role in customer experience and how your company can connect Web, IVR, mobile, and social media touch points.
Posted: 17 Jan 2017 | Published: 30 Dec 2016

[24]7

The Robot Apocalypse: Chatbots Make Agents Extinct
sponsored by [24]7
WHITE PAPER: 76% of customers prefer digital self-service above other customer service channels, but relying too heavily on artificial intelligence, like chatbots, creates a lot of problems. Access this white paper to discover where the balance lies between live, empathetic humans, and fast, low-cost, automated robots.
Posted: 16 Jan 2017 | Published: 30 Dec 2016

[24]7

Humanize the Customer Experience
sponsored by [24]7
WHITE PAPER: 49% of customers have switched brands due to bad customer experiences and feeling very disconnected from the companies they try to interact with. Access this white paper to discover 4 ways to humanize your digital customer experience.
Posted: 16 Jan 2017 | Published: 30 Dec 2016

[24]7

Research Report: How To Deliver the Omni-Channel Support Customers Want
sponsored by BoldChat - LogMeIn
WHITE PAPER: Customers expect contact centers to provide a greater ease of use and faster response time than ever. This may seem daunting given the need for omni-channel support, but it doesn't have to be. Access this comprehensive research report to learn how to reduce customer effort across your omni-channel approach.
Posted: 23 Nov 2016 | Published: 31 Aug 2016

BoldChat - LogMeIn

Where is Healthcare Customer Experience Heading?
sponsored by [24]7
WHITE PAPER: What will the future of healthcare customer experience management (CEM) look like given today's trends toward digitization? Examine 5 key predictions for the future of CEM in healthcare, based on current trends and changing perceptions of consumer experiences.
Posted: 01 Jun 2016 | Published: 01 Jun 2016

[24]7

Where to Place Your CX Bets in 2016
sponsored by [24]7
WHITE PAPER: Discover how to accelerate your customer experience (CX) projects' time-to-value by utilizing the latest in digital technology investments, and access 5 expert tips for digital CX. Read on for insights on fostering superior customer experience in your enterprise by honoring the mobile experience.
Posted: 29 Jan 2016 | Published: 29 Jan 2016

[24]7

7 Keys to Delivering a Rock Star Customer Service Experience
sponsored by [24]7
WHITE PAPER: In this resource, you will learn 7 keys to delivering a stellar customer service experience that can differentiate your digital self-service capabilities from your competitors.
Posted: 28 Jan 2016 | Published: 28 Jan 2016

[24]7

The Omnichannel Dilemma: Everyone Wants It, But How Do You Start?
sponsored by [24]7
WHITE PAPER: This report discusses the challenges of rolling out an omnichannel framework and delivers 5 action tips for designing a successful strategy.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7

5 Questions Every Marketing Department Should Be Able to Answer
sponsored by Salesforce.com
WHITE PAPER: Access this whitepaper to discover 5 essential questions every marketing department should be able to answer, and how data analytics is stepping up to the plate to help. Read on to tap into the data you already have, and bolster your revenue flows.
Posted: 13 Nov 2015 | Published: 13 Nov 2015

Salesforce.com

Cisco Collaboration Endpoints
sponsored by Global Knowledge
WHITE PAPER: This white paper provides you with product specifications and capabilities for Cisco's phone, desktop, and large screen immersive videoconferencing options.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge

Cisco Unified Collaboration Solutions Infrastructure Overview
sponsored by Global Knowledge
WHITE PAPER: Learn how Cisco Unified Collaboration infrastructure products can help you provide everything from call control which provides signaling and dial plan support to the expressway series providing firewall traversal for external access.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge

How to Provide Efficient & Exceptional Service
sponsored by ConnectWise
WHITE PAPER: This white paper takes you through 8 best practices for providing exceptional and efficient service. Read on to see how a business management platform could further help you to increase your ability to deliver high quality service.
Posted: 17 Sep 2015 | Published: 17 Sep 2015

ConnectWise

A Guide to Patient Interaction
sponsored by Avaya TSG
WHITE PAPER: Discover how to enhance the patient experience by automating routine processes and expanding patient interaction outside the hospital. Access now and learn the benefits of proactive outreach, both pretreatment and post-discharge, including fewer preventable readmissions, reduced costs, and more.
Posted: 06 Jul 2016 | Published: 31 Dec 2015

Avaya TSG

Customer Engagement: From Interactions to Relationships
sponsored by Avaya
WHITE PAPER: Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives' agendas. This Aberdeen report details how "best-in-class" firms are achieving greater customer retention and annual growth as a result. Discover more in the report now.
Posted: 20 Jun 2016 | Published: 31 Mar 2015

Avaya

7 Requirements For Effective Customer Communication Management
sponsored by Kofax from Lexmark
WHITE PAPER: You need a customer communications management (CCM) approach that aligns with the customer's need for on-demand communication. This resource provides a seven-point checklist to help you choose the right CCM strategy for your business.
Posted: 20 Jan 2016 | Published: 20 Jan 2016

Kofax from Lexmark

Buyer's Guide: Optimize Your Customer Engagement with CCM
sponsored by Kofax from Lexmark
WHITE PAPER: A customer communications management (CCM) solution helps you manage increasingly digital and diverse customer interaction. Access this informative resource to see an evaluation checklist that'll tell you the 7 core requirements to look for in a CCM solution.
Posted: 15 Jan 2016 | Published: 31 Dec 2015

Kofax from Lexmark

CCM: Connecting Customers to a Deeper Conversation
sponsored by Kofax from Lexmark
WHITE PAPER: Customer communications management empowers you to easily engage with customers across multiple delivery channels. Access this helpful resource to learn more about passive and active multi-channeling and to discover the top 3 benefits of each approach.
Posted: 13 Jan 2016 | Published: 31 Dec 2015

Kofax from Lexmark

Accelerating App Delivery: How aPaaS Enables Fast Delivery & Continuous Innovation
sponsored by Mendix
WHITE PAPER: A Platform-as-a-Service model can keep your application delivery team coding and iterating instead of worrying about hosting and server maintenance. In this analyst report, compare the top 17 PaaS providers so you can deliver multi-channel, multi-device apps to quickly digitize your business.
Posted: 23 Jul 2015 | Published: 23 Jul 2015

Mendix

Mastering the New Customer Experience Mangement in the Era of the Empowered Customer
sponsored by Sitecore
WHITE PAPER: In thsi exclusive white paper glean the essentials of the new CEM. Read on to learn how understanding is the key to earning and keeping empowered consumers.
Posted: 03 Mar 2015 | Published: 30 Apr 2014

Sitecore

The Adobe EchoSign advantage for media and entertainment
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper for information about e-signatures in the media sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign
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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology to interact with customers by telephone, fax, e-mail, and chat. In retail e-commerce, chat is promoted as being a cost-effective way to add personalization and social interaction to the online shopping experience as well as being a way to provide immediate responses to customer questions.

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