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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 402 Matches Previous Page  |  Next Page
Roll Out and Manage Multiple Customer Service Channels
sponsored by Zendesk
WHITE PAPER: In this guide, uncover the different communications channels you could be using to provide customer service as well as considerations for your roll out of these channels.
Posted: 24 Apr 2017 | Published: 24 Apr 2017

Zendesk

What Applications Supporting CRM, CX Should Do
sponsored by Zendesk
WHITE PAPER: Your tools should support the digital engagement your customers demand. Assess analyst predictions for customer service and support tools in 2017 – which ones are actually working?
Posted: 23 Apr 2017 | Published: 07 Nov 2016

Zendesk

The Fundamentals of Digital Transformation
sponsored by Avaya
WHITE PAPER: This eBook offers insights on how you can take advantage of innovations that make your enterprise communications digital-ready.
Posted: 20 Apr 2017 | Published: 31 Mar 2017

Avaya

Redefine Your Business Communications for Digital Transformation
sponsored by Avaya
WHITE PAPER: Explore the current trends shaping modern businesses like customer-centric experiences, heightened collaboration, and cloud computing and find out why it's time for organizations to start thinking about adapting their communications for the age of digital transformation.
Posted: 20 Apr 2017 | Published: 31 Dec 2016

Avaya

2017 Customer Service Trends: Operations Become Smarter And More Strategic
sponsored by Zendesk
WHITE PAPER: This analyst report summarizes the top 10 customer service trends for 2017 that contact center leaders must pay attention to in order to deliver customer service excellence.
Posted: 19 Apr 2017 | Published: 27 Jan 2017

Zendesk

Customer Communications Management: Analysts Decide its Digital Benefits
sponsored by OpenText
WHITE PAPER: In this Forrester report, learn why enterprise architects – professionals who seek to align business and IT -- are using CCM to update their technologies to deliver unified and consistent content across multiple communication channels.
Posted: 13 Apr 2017 | Published: 15 Jun 2016

OpenText

How to Build Engaging, Personalized, and Unforgettable Customer Experiences with Effective Content
sponsored by OpenText
WHITE PAPER: The consumer of today is smarter and savvier than ever before, empowered with information on a company's products, services, competitors and pricing at their fingertips. Are you falling behind?
Posted: 12 Apr 2017 | Published: 12 Apr 2017

OpenText

Choosing between the Cloud and on-premises solutions for the contact centre
sponsored by Mitel Networks Limited
WHITE PAPER: The traditional definition of customer service has changed. Communication channels have evolved, and 74% of consumers today use three or more channels when seeking customer care. To adapt, many businesses are enhancing their options. Learn 7 points to consider before moving to a cloud-based contact centre, challenges to look out for, and more.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

Predict Customer Behavior With the Power of Big Data
sponsored by [24]7
WHITE PAPER: How do you delve down into data to discern customer behavior patterns and discover what content will provide focused and personalized experiences? Explore how to leverage big data and predictive analytics to turn customer data into critical opportunities in order to enhance decision-making and architect a truly unique, positive customer journey.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

[24]7

10 New Rules of the Inbound Contact Center
sponsored by West Corporation
WHITE PAPER: This guide defines a variety of "new rules" for contact centers that take into account the evolving demands of cloud, web, and mobile-enabled customers. Learn how to keep up with the rise of the multichannel, customer-centric model of business and uncover 10 rules for modern contact centers.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West Corporation

Why Your Contact Center Needs Closer Integration With Marketing
sponsored by West Corporation
WHITE PAPER: Customer experience and engagement are the newest concerns of the modern marketer, having traditionally been the area of the contact center. But while marketing is embracing a customer-centric, multichannel universe, the contact center is lagging behind. Learn why your contact center needs closer integration with marketing, and how to achieve it.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West Corporation

CX Executive's Agenda 2017: A Data-Driven Approach to Satisfying Customers
sponsored by OpenText
WHITE PAPER: In January 2017, analysts surveyed 124 organizations of various sizes and industries. Learn how to use a data-driven approach to alleviate the challenges impacting your ability to satisfy customers.
Posted: 22 Mar 2017 | Published: 28 Feb 2017

OpenText

Lead with Customer Experience, and Efficiency Will Follow
sponsored by OpenText
WHITE PAPER: With advancements in technology and evolving customer needs, customer service is no longer an exercise in addressing existing issues. In this study, learn how to set the right objectives for customer service executives to determine their areas of focus.
Posted: 22 Mar 2017 | Published: 22 Mar 2017

OpenText

Why You Should be Delivering a Continuous Connected Digital Experience
sponsored by OpenText
WHITE PAPER: Learn how investing in a continuous digital experience can increase revenue, retention, and loyalty while improving departmental coordination.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

OpenText

Achieve A Single View Of The Retail Customer For Deeper Insight
sponsored by Hortonworks
WHITE PAPER: Consumer behavior changes constantly, threatening retailers' business objectives. But there are new opportunities for retailers willing to capture and analyze this behavior to gain insights and maintain their edge. Discover how to push your company to adapt to the evolving customer. Plus, learn about the role big data plays in this new landscape.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

Hortonworks

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

Contextual Marketing: Stop Neglecting your Audience
sponsored by Tealium
WHITE PAPER: With the right technology, today's marketers can understand, segment, and engage their audiences better. Access this white paper and learn how you can grow leads, increase conversions, and decrease future churn.
Posted: 20 Mar 2017 | Published: 20 Mar 2017

Tealium

Omni-Channel Vs. Multi-Channel Vs. Multi-Touch: Understand The New Customer Service Buzzwords
sponsored by Avaya
WHITE PAPER: The buzzword in customer service and contact centers over the past few years has been omni-channel. But there's a disconnect between how businesses and vendors define omni-channel strategies. Learn the differences between omni-channel, multi-touch, and multi-channel, and what to consider when attempting to leverage each approach.
Posted: 15 Mar 2017 | Published: 03 Jun 2016

Avaya

Critical Innovations Driving Future Customer Experiences
sponsored by Avaya
WHITE PAPER: Customers are the lifeblood of any company, and it's the experiences that customers have with your company that's most important. With a changing digital world, you need to have an understanding of how to move forward with changing consumer needs. Learn the critical elements driving superior customer experiences that you should consider.
Posted: 15 Mar 2017 | Published: 01 Sep 2016

Avaya

Customer Engagement In The Spotlight: 3 Pillars Of A High Quality Customer Experience
sponsored by Avaya
WHITE PAPER: Today's digital consumers demand a consistent experience across multiple touch points, both physical and digital. But high quality, seamless interaction depends on how well you build up the 3 pillars of customer experience. Inside, learn what those pillars are, and how to leverage them in order to provide an excellent customer experience.
Posted: 15 Mar 2017 | Published: 01 Nov 2016

Avaya

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more, spend 60% more, and are 5x more likely to pledge loyalty. Creating an optimal experience will affect how your customers view your business. If you're successful, you'll earn their loyalty. If you're not, they're gone. Inside, discover 10 contact center trends to turn into loyalty-building, profitable opportunities.
Posted: 09 Mar 2017 | Published: 09 Mar 2017

Mitel Networks Limited

The Road to Strategic Website Design
sponsored by OpenText
WHITE PAPER: Despite efforts (and money) to attract website traffic, conversions remain low. Learn why organizations need comprehensive tools that help them listen to customer data, leverage in-house or basic testing features, and improve both revenue and engagement.
Posted: 08 Mar 2017 | Published: 08 Mar 2017

OpenText

Digital Experience Portals: A Modern Approach To Secure, Multichannel Customer Experiences
sponsored by OpenText
WHITE PAPER: This report provides insights into what customers expect in the age of the web-based customer experience – a.k.a. the digital experience (DX.)
Posted: 06 Mar 2017 | Published: 06 Mar 2017

OpenText

Modern Warehouse Management for the New Fulfillment Economy
sponsored by Oracle Corporation
WHITE PAPER: Unaligned processes, technologies and corporate structures affect warehouse operations and the customer experience. Learn how to avoid these issues with cloud warehouse management tools.
Posted: 28 Feb 2017 | Published: 28 Feb 2017

Oracle Corporation

5 Ways Every Sales Rep Can Accelerate Success with Analytics
sponsored by Salesforce.com
WHITE PAPER: This Salesforce research report explores what to look for in an analytics tool and how to put real-time, critical insights in hands of not only executives but their employees as well. Discover how to unlock the information within your customer data to ensure better decision-making, identify best practices, and align your CRM and BI.
Posted: 27 Mar 2017 | Published: 31 Dec 2016

Salesforce.com
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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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