Customer Service White Papers

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Feb 10, 2012

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 White Papers (View All Report Types)
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Top Eight Reasons to Upgrade Your Remote Support sponsored by LogMeIn, Inc. WHITE PAPER: Uncover the top eight reasons to upgrade our remote support to increase productivity and customer satisfaction. Posted: 09 Feb 2012 \| Published: 09 Feb 2012 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Remote Access Software \| Remote Support Services \| Remote Users \| Smart Phones

The Hidden Costs of Using Free Tools for Helpdesk Support sponsored by LogMeIn, Inc. WHITE PAPER: Access this resource to learn why your “free” or legacy remote access and meeting tools for support could be costing you money without you knowing it. Posted: 09 Feb 2012 \| Published: 09 Feb 2012 TOPICS: Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Help Desks \| Remote Access Protocols \| Remote Access Software \| Remote Support Services \| Remote Users \| Smart Phones

The Customer Loyalty Conundrum sponsored by SAP America, Inc. WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs

BoldChat Whitepaper: Proactive Chat sponsored by LogMeIn, Inc. WHITE PAPER: If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Web 2.0

The Effectiveness of Live Chat: A Research Study sponsored by LogMeIn, Inc. WHITE PAPER: Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Email \| Internet \| Internet Chat \| Internet Consumer Services

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

Protect Your Customer Base by Ensuring the Best Customer Experience sponsored by LogMeIn, Inc. WHITE PAPER: Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Collaboration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile Device Management \| Smart Phones \| Tablet PC \| Telecommunications Networks \| Telecommunications Service Providers

North American Contact Center Industry 2011: A Mid-Year Update and Forecast sponsored by Calabrio, Inc. WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center sponsored by Calabrio, Inc. WHITE PAPER: This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Service

The Inner Circle Guide to Speech Analytics sponsored by Calabrio, Inc. WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Data Analytics

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs sponsored by Calabrio, Inc. WHITE PAPER: Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| Customer Service

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Smarter Commerce for Consumer Electronics White Paper sponsored by IBM WHITE PAPER: When we talk about the world becoming increasingly interconnected, instrumented and intelligent, the most ubiquitous example is the smartphone. It collects and disseminates data while its users are at home and on the go, serving up just as much socially driven info as static, always-there web content. This white paper outlines smarter commerce. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| Customer Data Integration \| Customer Service \| Mobile CRM \| Mobile Device Management \| Smart Appliances \| Smart Phones \| Value Chain Integration \| Value Chain Management

Becoming Customer Driven - Enabling Distributed B2B Order Management sponsored by IBM WHITE PAPER: This brief white paper focuses on the unique order management of B2B commerce, outlining the requirements for distributed order management as a new business requirement and sharing the experiences of Dal-Tile as they implement an end-to-end distributed order management solution from IBM. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2B Integration \| Customer Data Integration \| Customer Service \| Distributed Data Management \| Order Management Systems \| Supply Chain Integration \| Supply Chain Management

Service. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2C \| CRM \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Service

Sell. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: Read this brief white paper and learn about some smarter commerce technologies available from IBM, including cross-channel selling, distributed order management, customer integration and collaboration and much more! You also will gain insight into different supply chain management platforms that IBM has to offer. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Predictive Analytics \| Supply Chain Management \| Supply Chain Software

Operational Intelligence - Boosting Performance with 'Right Time' Business Insight sponsored by IBM WHITE PAPER: This report from Aberdeen looks at how leading companies are using business intelligence (BI) to achieve superior performance in sales management, customer service and financial efficiency. Read how your organization can achieve similar performance by following specific steps and actions. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Customer Service \| Data Management \| Data Management Software \| Financial Management \| Information Management

Cincinnati Zoo improves customer experience and enhances performance sponsored by IBM WHITE PAPER: Learn how one of the world's top-rated zoo uses analytics to create a more satisfying customer experience – while cutting marketing costs, increasing new visits, boosting concession revenues and much more. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Data Management Software \| Customer Profiles \| Customer Service

Customer Analytics Pay Off sponsored by IBM WHITE PAPER: Read this white paper to learn four stages of organizational capabilities and associated customer analytics strategies to help gain deeper customer insight. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Service

Transform your Service Organization Into a Performance-Driven Leader sponsored by ViryaNet Ltd WHITE PAPER: This white paper explains how you should balance customer service and organization efficiency by using performance data. Posted: 23 Jan 2012 \| Published: 23 Jan 2012 TOPICS: Business Performance Management \| Business Performance Management Software \| Business Process Management \| Customer Service

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

Top 5 Ways to Make IVR Work For You and Your Customers sponsored by inContact WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| IVR

CRM Thought Leadership booklet sponsored by IBM WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers’ terms. Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Boost Your Image: Master the Three Stages of Video Conferencing Success sponsored by Citrix Online Go To Meeting WHITE PAPER: This new 1080 Group white paper explores best practices for video conferencing and provides a handy checklist for preparing and conducting a successful video conferencing session. Posted: 13 Jan 2012 \| Published: 13 Jan 2012 TOPICS: CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Videoconferences

7 Best Practices for Speech Analytics sponsored by Autonomy, an HP company WHITE PAPER: Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience. Posted: 28 Dec 2011 \| Published: 28 Dec 2011 TOPICS: Business Intelligence \| CRM \| CRM Analytics Software \| Customer Loyalty \| 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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