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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.  … 
Definition continues below.
Customer Service White Papers (View All Report Types)
1 - 25 of 384 Matches Previous Page  |  Next Page
Keep Customers Happy with Personalized Shopping Experiences
sponsored by [24]7
WHITE PAPER: Download this valuable infographic now to hear the story of how one father delivered the tablet of his daughter's dreams for her birthday thanks, in large part, to customer experience powered by [24]7.
Posted: 23 Jan 2015 | Published: 23 Jan 2015

[24]7

How Will Smartphones Impact the IVR?
sponsored by [24]7
WHITE PAPER: This exclusive white paper features answers from five industry professionals on the evolution of IVR in the age of smartphones.
Posted: 23 Jan 2015 | Published: 23 Dec 2014

[24]7

Evolve Your Mobile Mindset: Deliver the Service Your Customers Expect
sponsored by [24]7
WHITE PAPER: This exclusive white paper looks at the changes sales and services must make in creating a mobile mindset.
Posted: 23 Jan 2015 | Published: 15 Dec 2014

[24]7

IDC Opinion – IBM Connect 2014 – Getting Even Smarter
sponsored by IBM
WHITE PAPER: This IDC Insight summarizes the key themes presented and announcements made at the IBM Connect 2014, an annual IBM customer and partner event held in Orlando, Florida.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

IBM

Maximizing Productivity and Customer Service in Banking with Automated Financial Transactions
sponsored by IBM
WHITE PAPER: This white paper explores the problems facing today's financial institutions, as well as the benefits of a single, central, open architecture solution that integrates disparate systems to improve banks' profit margins, compliance, and customer satisfaction.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

IBM

WebSphere Portal Version 8.0 Reviewer's Guide
sponsored by IBM
WHITE PAPER: This whitepaper explains how IBM's WebSphere Portal and Web Content Manager supports socially infused, rich web experiences across multiple channels and pairs them with the right business applications and data, leading to competitive differentiation, customer loyalty, profitable growth and enhanced employee interactions.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

IBM

IBM ExperienceOne: Continuous engagement at Greenwheels
sponsored by IBM
WHITE PAPER: This video demonstration examines how IBM ExperienceOne helps organizations attract, engage and maximize the lifetime value of customers by enriching the ways they access product information and interact with your company digitally.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

Case Study: Performance Bike
sponsored by IBM
WHITE PAPER: This white paper examines how Performance Bicycle, a leading cycling product retailer based in North Carolina, created an interactive, centralized collection of employee knowledge seamlessly linked to its e-commerce site – enabling knowledgeable employees to share expertise with customers and visitors.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

IBM Named a Leader in 2014 Gartner Magic Quadrant for Horizontal Portals
sponsored by IBM
WHITE PAPER: This report from Gartner takes a look at the horizon portal solution vendors you should be aware of, providing an in-depth breakdown of the pros and cons of each.
Posted: 20 Jan 2015 | Published: 01 Oct 2014

IBM

Manufacturing and the Demanding Customer: Can Mass Customization Meet the Challenge—and Yield Profits?
sponsored by Infor
WHITE PAPER: Access this featured white paper to learn how manufacturers can combine standard lean principles with made-to-order (MTO) tactics to reach this new demand for customized products while still yielding profits
Posted: 20 Jan 2015 | Published: 31 Dec 2014

Infor

Digital Experience v8.5 Announcement Letter
sponsored by IBM
WHITE PAPER: This report gives an overview of the IBM Digital Experience V8.5 updated capabilities, including simplified authoring capabilities for line-of-business users and enhanced application integration.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

IBM

Top 5 Practices to Optimize Order Processing
sponsored by Esker Inc.
WHITE PAPER: This exclusive white paper looks at how you can optimize business processes within the order-to-cash cycle using customer order management.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

Esker Inc.

Provide Reliable and Fast Customer Service Over Your Network
sponsored by Fluke Networks
WHITE PAPER: Check out this white paper to learn how to deliver the right customer experience on your network.
Posted: 31 Dec 2014 | Published: 31 Dec 2014

Fluke Networks

Cincinnati Zoo Transforms Customer Experience and Boosts Profits
sponsored by Avnet
WHITE PAPER: Find out how business analytics helped the Cincinnati Zoo improve their customer experience.
Posted: 16 Dec 2014 | Published: 31 Mar 2012

Avnet

4 Ways to Engage Customers on Your Website
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Explore this exclusive resource to find out if your website is up to the standards of today's demanding customers. Also gain access to the top 4 tips on how you can improve customer engagement on your website.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Oracle Corporation UK Ltd

How Your Company's Actions Impact Customer Behaviors
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Read the following white paper to learn how to appropriately assess your customers' attitude towards your delivered experience and how to analyze your company's actions to see how they impact the customer.
Posted: 12 Dec 2014 | Published: 12 Dec 2014

Oracle Corporation UK Ltd

Customer loyalty and retention tips
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Access the following informative resource to learn why—and how to deploy—more modern measures to gain a better overall view of customer and employee behaviors.
Posted: 11 Dec 2014 | Published: 11 Dec 2014

Oracle Corporation UK Ltd

Self-Service Customer Contact Tools: Why They are Big This Year
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Read the following white paper to uncover why self-service will be a key customer contact tool in the years ahead. Additionally, gain access to the 10 top strategies for enhanced web self-service.
Posted: 10 Dec 2014 | Published: 10 Dec 2014

Oracle Corporation UK Ltd

Take your first step into big data with five use cases
sponsored by IBM
WHITE PAPER: Uncover the top 5 use cases that can be your first step into utilizing big data effectively.
Posted: 03 Dec 2014 | Published: 30 Jun 2014

IBM

Managed Service Provider Model is Dead
sponsored by Vembu Technologies
WHITE PAPER: Access this whitepaper to find out how MSPs can combine their in house expertise with the customer environment to assist with migrating, deploying, configuring, integrating and monitoring cloud service offerings.
Posted: 03 Dec 2014 | Published: 03 Dec 2014

Vembu Technologies

IT and Executive Perspective on ITaaS
sponsored by EMC
WHITE PAPER: This white paper details a survey that compares two competing perspectives on various IT topics.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

EMC

Big Data is Key to Responding to Customer Needs Instantly
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how a leading big data technology extracts vital information from a network and correlates it with more static information about the subscriber, so you can provide a better customer experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

Hewlett-Packard Company

The Key to Unlocking What Your Customers Really Want
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how the adoption of analytics can help companies better understand what their customers want, and promote upsell on new services.
Posted: 25 Nov 2014 | Published: 25 Nov 2014

Hewlett-Packard Company

Banks Thrive on Customizable, End-to-End Workflows for Improved Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: Access the following white paper to uncover how end-to-end information workflows can improve virtually every aspect of the customer experience, protect valuable information, streamline operations, and more.
Posted: 14 Nov 2014 | Published: 30 Nov 2012

Hewlett-Packard Limited

Retail Branch Networks: The Keystone to Bank-Customer Relationships
sponsored by Hewlett-Packard Limited
WHITE PAPER: Uncover best practices for working within retail branch banking environments so you can ensure a great customer experience.
Posted: 12 Nov 2014 | Published: 31 Oct 2012

Hewlett-Packard Limited
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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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