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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 397 Matches Previous Page  |  Next Page
What? Crackle. Drop. The Cost of Weak Online Conferencing for Business and IT
sponsored by ReadyTalk
WHITE PAPER: Every conference—online or in person—is an investment your company makes of time, money and resources. This white paper highlights the risks and costs that weak, online conferencing can bring to your business and IT if it isn't remedied soon.
Posted: 24 Oct 2016 | Published: 31 Aug 2016


The Path to 2020: Marketers Seize the Customer Experience
sponsored by Marketo
WHITE PAPER: Access this expert report to learn what is in store for customer experience over the next three years. Take away the top 5 insights gained from almost 500 CMOs and senior marketing executives and what you can do to future and what they are doing to pioneer the future.
Posted: 21 Oct 2016 | Published: 21 Oct 2016


How Consumer Products Firms are Using Technology to Realize Business and Customer Engagement Goals
sponsored by SAP
WHITE PAPER: Advanced technology plays an important role in the transition to digital consumer engagement. Learn which tools can enhance your omnichannel potential, along with monitoring and analysis of consumer interactions.
Posted: 14 Oct 2016 | Published: 30 Sep 2016


The Virtual Contact Center: Selection, Design, and Implementation
sponsored by Genesys
WHITE PAPER: Uncover an overview of VCCs, their strategic benefits, and examples of companies who have made the move and reaped benefits. Learn key areas of improvement and capabilities you need to get started on your VCC journey.
Posted: 13 Oct 2016 | Published: 13 Oct 2016


The Value of Cloud ERP to Your Business
sponsored by NetSuite
WHITE PAPER: Finding the right ERP strategy is critical because it helps perform and improve critical functions like automating core business operations, improving financial compliance, enhancing customer service, and more. Access this buyer's guide to help decide if on-premise ERP is right for your needs or if it's time to consider migrating to the cloud.
Posted: 13 Oct 2016 | Published: 31 Dec 2015


Five Simple Strategies to Make Your Contact Center a Success
sponsored by Genesys
WHITE PAPER: Discover ways to help agents provide quality support at low costs by supplementing with self-service automation, moving to the cloud, making customer data readily available, and more.
Posted: 12 Oct 2016 | Published: 12 Oct 2016


Baking and the Digital Revolution: Meeting the New Customer Expectation
sponsored by Magenic
WHITE PAPER: Banking is undergoing a digital revolution, due largely to mobile capabilities, in order to keep pace with customer expectations. Discover which services your customers expect to be handled digitally or in-person, and how to deliver the speed and agility they demand without stretching yourself too thin.
Posted: 06 Oct 2016 | Published: 30 Sep 2016


Intelligent & Proactive Customer Care
sponsored by IBM
WHITE PAPER: This Intelligence reports analyzes attitudes towards existing approaches to customer experience, and the desire for proactive and holistic customer service management. Explore the #1 reason why businesses are looking to leverage advanced analytics, what 92% of companies want their customer care tools to be better at, and more.
Posted: 05 Oct 2016 | Published: 31 Dec 2015


How to Add Omnichannel Experiences to Your Contact Center
sponsored by Twilio
WHITE PAPER: 40% of contact center managers say that their IT doesn't meet current needs, and 80% say current systems won't meet future needs. But simply adding functions is too expensive. Discover a new approach to contact center improvements without using "rip and replace" methods or breaking the bank.
Posted: 05 Oct 2016 | Published: 05 Oct 2016


Frameworks for Assessing WebRTC ROI
sponsored by Oracle Corporation
WHITE PAPER: In this white paper, Dean Bubley, founder of Disruptive Analysis, discusses several use cases for calculating the ROI for the open-framework WebRTC in contact centers. As WebRTC becomes a larger norm, learn how to calculate its ROI for your organization and make the most of your investment.
Posted: 03 Oct 2016 | Published: 30 Sep 2016

Oracle Corporation

What is Driving the Financial Services Industry to the Cloud?
sponsored by Hewlett Packard Enterprise
WHITE PAPER: In this technical white paper, you'll learn how one global banking organization decided on a cloud infrastructure that helped them quickly add features and iterate on their application. Discover how they did this while still providing a stable, secure experience for their banking customers.
Posted: 26 Sep 2016 | Published: 26 Sep 2016

Hewlett Packard Enterprise

Survey Report: Insights from Today's Customer Service Leaders
sponsored by ServiceNow
WHITE PAPER: Customer service is difficult to master, but this survey report offers insights from 200 U.S. customer service leaders. Inside you will learn about common practices among these leaders and see how you can apply them within your organization.
Posted: 26 Sep 2016 | Published: 31 Aug 2016


How to Move Beyond Traditional CRM and Modernize Your Customer Service
sponsored by ServiceNow
WHITE PAPER: According to a Forrester study, 80% of businesses believe they deliver a superior customer experience, but only 8% of their customers agree. Explore a holistic approach that brings together people, workflows, and systems to deliver a superior customer experience beyond traditional CRM.
Posted: 26 Sep 2016 | Published: 31 Aug 2016


What Exactly is Deflection and How Do You Measure It?
sponsored by Coveo
WHITE PAPER: Deflection is difficult to define for most organizations, but it is becoming a necessity to keep up with customer expectations. Learn about the different types of deflection and how to define it for your organization's needs.
Posted: 23 Sep 2016 | Published: 23 Sep 2016


4 Ways to Drive Service Innovation with the Internet of Things
sponsored by IBM
WHITE PAPER: Explore how organizations across multiple industries are using real-time insights to deliver better services to clients with an IoT approach to data collection and use. Uncover 4 ways to improve services with IoT and get real-world examples of how organizations from around the world are already using analytics to unlock the power of IoT data.
Posted: 19 Sep 2016 | Published: 31 Dec 2014


Five Ways CRM Tools Improve Constituent Relationships
sponsored by Infor
WHITE PAPER: When it comes to customer relationships, engagement equals empowerment. Access this white paper to explore five ways CRM tools can help you improve the relationship you have with your customers.
Posted: 08 Sep 2016 | Published: 31 Dec 2015


Improving the Patient Experience: Portal Adoption Strategies that Work
sponsored by Medfusion
WHITE PAPER: A patient portal is of little value if patients aren't signing up. Access this exclusive resource to leverage 15 proven strategies to develop your portal adoption action plan. Additionally, view an essential checklist as you formulate your strategies.
Posted: 01 Sep 2016 | Published: 01 Sep 2016


How Local Governments can Enable Self-Servicing Communities
sponsored by Infor
WHITE PAPER: Discover intuitive self-service capabilities that enable customers to conveniently and confidentially lodge requests, make payments, and process regulatory transactions online.
Posted: 30 Aug 2016 | Published: 30 Aug 2016


Step-By-Step CRM Data Analytics for Sales Teams
sponsored by Infor
WHITE PAPER: Metrics aren't answers; they are prompts for questions that probe statistics for deeper insight. Discover the simplest way to find the actionable insights hidden in your data analytics. Learn best practices and considerations for using metrics in analytics and see how to turn them into powerful tools.
Posted: 22 Aug 2016 | Published: 22 Aug 2016


Why CRM is Critical for Value-Selling
sponsored by Infor
WHITE PAPER: Today, salespeople have less control over the sales process than ever before. Discover ways to help salespeople continue to be a valuable part of a transaction with value-selling and CRM by collecting, analyzing, and sharing customer data.
Posted: 22 Aug 2016 | Published: 22 Aug 2016


The Social Customer Service Playbook
sponsored by Lithium Technologies
WHITE PAPER: 40% of customers switch loyalty because a competitor offers better customer service. With customers ready to switch to competitors for better service, you can't afford to fall behind. This white paper will help you improve your customer service for the new digital age.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Lithium Technologies

Close the Customer Communication Gap: How to Use Notifications
sponsored by Twilio
WHITE PAPER: Learn how to keep customers informed and up-to-date with notifications, as well as why you need to incorporate them into your applications. Access this white paper now to discover how Uber and 4 other successful companies have used notifications to deliver superior customer experiences.
Posted: 19 Aug 2016 | Published: 19 Aug 2016


Your Guide to Social Customer Service Success in 2016
sponsored by Lithium Technologies
WHITE PAPER: 47% of customers seeking service have gone through social media. Social customer service teams are becoming a necessity. Learn how to build your team, find where both your business' and your customers' needs intersect, and more.
Posted: 19 Aug 2016 | Published: 19 Aug 2016

Lithium Technologies

The Key to Improving Customer Experience and Decreasing Disloyalty
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Providing customers with a "delightful" experience has become a focus for business differentiation. It's garnered a lot of attention, but is it actually worthwhile? Discover the key to improving customer loyalty and 8 questions that are essential to decreasing disloyalty through reducing customer effort.
Posted: 10 Aug 2016 | Published: 10 Aug 2016

[24]7 Customer, Inc.

The Future of Retail Customer Experience
sponsored by [24]7 Customer, Inc.
WHITE PAPER: 71% of in-store shoppers who use smartphones say the device is more important than the in-store experience. Uncover the future of retail shopping with 5 key predictions based on current trends and the changing perception of shopping experiences for you to consider.
Posted: 28 Jul 2016 | Published: 28 Jul 2016

[24]7 Customer, Inc.
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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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