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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 400 Matches Previous Page  |  Next Page
The IoT Imperative for Consumer Industries
sponsored by SAP
WHITE PAPER: Learn about the role played by IoT and machine learning in shaping digital transformations and customer engagement strategies for consumer industries.
Posted: 11 Dec 2017 | Published: 31 May 2017

SAP

2017 State Of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Uncover the Microsoft 2017 State of Global Customer Service report's key findings about digital brand engagement, customer self-service, omnichannel strategies, and more.
Posted: 08 Dec 2017 | Published: 08 Dec 2017

Microsoft

Driving Digital Transformation With a Coherent Registration Strategy
sponsored by Janrain
WHITE PAPER: In this white paper, explore how you can drive a digital transformation with a coherent registration strategy.
Posted: 05 Dec 2017 | Published: 05 Dec 2017

Janrain

6 Tips for Building a Thriving Help Center
sponsored by Zendesk
WHITE PAPER: Uncover 6 tips for building a help center that thrives, and discover how you can meet the needs of your tech savvy customers.
Posted: 05 Dec 2017 | Published: 05 Dec 2017

Zendesk

Get Up Close and Personal with Customers
sponsored by Janrain
WHITE PAPER: Personalization done well is a surprising delight, giving users relevant information at an appropriate time and place – but companies are better off doing nothing if they don't know how to apply it properly.
Posted: 04 Dec 2017 | Published: 04 Dec 2017

Janrain

Understanding Omnichannel Customer Behavior
sponsored by BT
WHITE PAPER: Customers seek out different channels based on need and preference, meaning that you need to meet them wherever they go. Find out what it takes to create positive omnichannel customer experiences and learn more about why people choose the channels they do to interact with your business.
Posted: 27 Nov 2017 | Published: 31 Dec 2015

BT

Workload Management: Meet SLA Commitments and Increase Workforce Efficiency
sponsored by Genesys
WHITE PAPER: Find out how to deliver a better customer experience and build your competitive advantage by implementing workload management that enables you to expose inefficiencies in your workflows, meet SLA commitments, and increase employee engagement.
Posted: 21 Nov 2017 | Published: 21 Nov 2017

Genesys

Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Discover how to fund and plan your contact center modernization and learn how to reduce infrastructure costs even as you incorporate new digital channels of interaction to deliver better customer experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys

The Total Economic Impact™ Of Zendesk
sponsored by Zendesk
WHITE PAPER: Discover how your organization can provide friction-free customer service experiences, with technology that taps into 5 functional areas, as well as Forrester's Total Economic Impact framework to choose the best customer relationship platform for your business.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Zendesk

The New Era of Digital Retail
sponsored by Microsoft
WHITE PAPER: Find out what some of the retail industry's brightest thought leaders from Microsoft and NORA had to say about the changing digital landscape in terms of personalization, omnichannel customer engagement, customer data management, and more.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Microsoft

Planning and Managing Your Omnichannel Contact Center Workforce
sponsored by Genesys
WHITE PAPER: Discover how to enable data integration and workforce planning for omnichannel strategies so that you can interact with consumers effectively across all of the devices and channels they use to engage with your business.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

How to Choose the Best Content Management System for Customer Experience
sponsored by Sitecore
WHITE PAPER: Explore how companies are embracing the discipline of customer experience management, and investing in the digital transformation that enables it.
Posted: 09 Nov 2017 | Published: 09 Nov 2017

Sitecore

3 Ways to Simplify the Remote Support Experience for Agents
sponsored by LogMeIn Rescue
WHITE PAPER: Tap this paper to explore 3 ways you can simplify the remote support experience for agents.
Posted: 08 Nov 2017 | Published: 08 Nov 2017

LogMeIn Rescue

3 Ways to Simplify the Remote Support Experience for Team Management
sponsored by LogMeIn Rescue
WHITE PAPER: To ensure that customers receive high-quality service, managers of remote support teams need a clear view of everything that happens between agents and users. Unfortunately, remote support operations tools can be complex and inflexible. Learn 3 tips and tricks that can help you optimize agent performance and improve service delivery.
Posted: 08 Nov 2017 | Published: 08 Nov 2017

LogMeIn Rescue

Context Marketing Organization and Governance
sponsored by Sitecore
WHITE PAPER: This white paper covers the organizational and governance best practices related to successfully executing context marketing programs.
Posted: 08 Nov 2017 | Published: 30 Jun 2017

Sitecore

Transforming the Digital Customer Experience
sponsored by Sophos
WHITE PAPER: In this 8-chapter e-guide, learn how to rapidly deliver better, more sustainable and measurable customer experiences and improve your overall business.
Posted: 03 Nov 2017 | Published: 03 Nov 2017

Sophos

4 Ways Intent-Driven Personalization Can Optimize Your Cross-Channel Digital Marketing Efforts
sponsored by Sophos
WHITE PAPER: In the world of digital marketing, the increasing number of consumer devices is making it harder to connect with your target audience. How can you ensure that your campaigns, bids, and budgets are reaching the right people for maximum ROI? Learn 4 ways intent-driven personalization can help you reach your goals faster.
Posted: 02 Nov 2017 | Published: 02 Nov 2017

Sophos

Personalize Marketing without Being Creepy
sponsored by Sophos
WHITE PAPER: According to Econsultancy, 75% of U.S. consumers like it when brands send them personalized messages and offers. But how do you avoid crossing the line from personalized to downright creepy? Learn how to adapt your marketing personalization strategy to deliver premium customer experiences.
Posted: 02 Nov 2017 | Published: 02 Nov 2017

Sophos

New Ways of Interacting with Health Care Members
sponsored by HealthEdge
WHITE PAPER: Health plans have a pressing opportunity to engage with their members in meaningful ways. A healthcare consumer survey was conducted to learn how organizations can supply information and services to members in a way that is as convenient as it is in other industries.
Posted: 02 Nov 2017 | Published: 02 Nov 2017

HealthEdge

Know Your Customers: Millennials vs. Boomers
sponsored by Sophos
WHITE PAPER: According to Salesforce, 25% of customers would go so far as to not make a purchase if a brand didn't offer their ideal method of interaction with customer service. That's just one major reason why you should know – and identify with – your customers. Learn the difference between millennials vs. boomers.
Posted: 01 Nov 2017 | Published: 01 Nov 2017

Sophos

Know the truth: 3 Busted Myths About CX Alignment
sponsored by Sophos
WHITE PAPER: According to Mary Meeker's Internet Report, 82% of customers stopped doing business with a company in 2016 after a bad experience. With numbers like that, it's vital to stay on top of CX. Learn the truth behind 3 myths of CX alignment, and how you can incorporate AI into your strategy.
Posted: 01 Nov 2017 | Published: 01 Nov 2017

Sophos

4 Myths (Busted!) About AI
sponsored by Sophos
WHITE PAPER: It's time to learn the truth behind artificial intelligence – rather than what Hollywood has deemed "killer robots." Learn the facts behind 4 pervasive AI myths.
Posted: 31 Oct 2017 | Published: 31 Oct 2017

Sophos

Your Guide to Omnichannel Customer Support
sponsored by Zendesk
WHITE PAPER: The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.
Posted: 30 Oct 2017 | Published: 30 Oct 2017

Zendesk

Chatbots Are Not the Future... They're Right Now
sponsored by Sophos
WHITE PAPER: Companies today have no choice but to become fundamentally digital and harness the power of current technology to improve CX and sales. Learn why chatbots can be employed to boost your business, how to use bots to get ahead, and uncover the 3 ways a bot can be used for engagement.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Sophos

Why Your Best Agent is a Chatbot
sponsored by Sophos
WHITE PAPER: Enterprises can use artificially intelligent chatbots as virtual agents or assistants to replicate the effectiveness of their best agents and reduce customer frustration and wait time. It sounds great, but how do you get your plan up-and-running? Check out this chatbot 101 guide.
Posted: 26 Oct 2017 | Published: 26 Oct 2017

Sophos
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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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