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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 ServiceWhite Papers (View All Report Types)
101 - 125 of 379 Matches Previous Page  | Next Page
Contact Centers: Comparing the Total Cost of Ownership
sponsored by Genesys
WHITE PAPER: This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success.
Posted: 16 Sep 2013 | Published: 30 Nov 2012

Genesys

Create a strong, dynamic customer experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: For retailers hoping to deliver a strong, dynamic customer experience and distinguish themselves from the competition, innovation, execution, and consistency are key. This resource examines the growth of omni-channel retail, and offers tips, tricks, and best practices to help your organization find success.
Posted: 06 Sep 2013 | Published: 30 Nov 2012

Hewlett-Packard Limited

Combining Call Center Operations, CRM and BPM to Improve Customer Experience
sponsored by Genesys
WHITE PAPER: To meet the increasing demands of customers in today's fast-paced marketplace, you need a way to effectively assign work and monitor completion. Download this resource to get a more in-depth look at the shortcomings of traditional customer service processes, and learn how enterprise workload management can help you overcome these issues.
Posted: 22 Aug 2013 | Published: 22 Aug 2013

Genesys

Leveraging the Power of the Peloton to Lead Change
sponsored by Global Knowledge
WHITE PAPER: This white paper combines the concept of the peloton with one of the most widely accepted approaches for enabling change in organizations: John P. Kotter's 8 Steps for Enabling Change.
Posted: 26 Jul 2013 | Published: 19 Jul 2013

Global Knowledge

Unlock the 6 Secrets to Social Success
sponsored by Jive Software
WHITE PAPER: Uncover the top six secrets to social success and receive help implementing and/or adjusting your framework for the addition of social. Also view in-depth key actions you should take and questions you must answer to ensure your social strategy is a beneficial one.
Posted: 25 Jul 2013 | Published: 25 Jul 2013

Jive Software

Create a Referral Program to Grow Your IT Business
sponsored by ConnectWise
WHITE PAPER: The primary mode of growth for most technology provider businesses is by good, old word of mouth.  Yet, many businesses have not established an official referral program to capture as many referrals as possible.  Check out this guide to find the proven best strategies for creating the perfect referral program for your business.
Posted: 16 Jul 2013 | Published: 16 Jul 2013

ConnectWise

The Customer Service Balancing Act
sponsored by Jive Software
WHITE PAPER: Access this helpful resource to discover a customer service technology that provides complete integration of all your customer communication channels so that you can achieve a unified view of customer interactions. Read on to discover how this peer-based strategy can cut costs while enhancing customer service by reading now!
Posted: 11 Jul 2013 | Published: 11 Jul 2013

Jive Software

How Satisfied Are Your Customers?
sponsored by IBM
WHITE PAPER: This brief resource provides statistics and other insights that explain why it's more important than ever to provide excellent customer service and experiences. Read on to learn more.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

IBM

IBM Watson Engagement Advisor
sponsored by IBM
WHITE PAPER: The following white paper outlines the recent change in the consumer market and how to ensure that you are delivering the best customer service.
Posted: 01 Nov 2013 | Published: 01 Nov 2013

IBM

Retail Branch Networks: The Keystone to Bank-Customer Relationships
sponsored by Hewlett-Packard Limited
WHITE PAPER: The following white paper addresses the best practices to consider within brank banking locations with information tailored specifically for P2P relationships.
Posted: 29 Oct 2013 | Published: 29 Oct 2013

Hewlett-Packard Limited

6 Hidden Secrets to Offering Exceptional Customer Service
sponsored by Salesforce.com
WHITE PAPER: The ability to provide exceptional customer service has quickly become a business differentiator. This resource counts down six secrets to customer service success – read on to learn more now.
Posted: 10 Oct 2013 | Published: 10 Oct 2013

Salesforce.com

UK Network Carrier Gains Network Visibility For Quick Troubleshooting
sponsored by Gigamon
WHITE PAPER: This case study focuses on a UK telecommunications organization that found a way to gain network visibility for quick troubleshooting and customer satisfaction, without affecting existing production network.
Posted: 10 Oct 2013 | Published: 31 Dec 2012

Gigamon

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
sponsored by Azzurri
WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
Posted: 08 Oct 2013 | Published: 08 Oct 2013

Azzurri

Go beyond the surface: User Experience Design At A Glance
sponsored by Hewlett-Packard Company
WHITE PAPER: This brief resource explains how User Experience Design services can deliver strategic business value by enabling your organization to increase sales and conversions, improve customer retention, build brand trust, and more.
Posted: 08 Oct 2013 | Published: 30 Jun 2013

Hewlett-Packard Company

Industry Credentials Insurance
sponsored by Azzurri
WHITE PAPER: These top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
Posted: 02 Oct 2013 | Published: 02 Oct 2013

Azzurri

Proactive Customer Engagement
sponsored by Genesys-Angel
WHITE PAPER: In this research report from the Yankee Group, explore how to achieve successful customer engagement management across the entire customer lifecycle by leveraging the right tools and integrating communication channels.
Posted: 30 Sep 2013 | Published: 31 Jul 2013

Genesys-Angel

Improve your response: HP Enterprise Cloud Services for SAP CRM Rapid Deployment Solutions
sponsored by Hewlett-Packard Company
WHITE PAPER: This resource explains how you can enable rapid deployment of your SAP CRM applications by leveraging a cloud-based platform. Learn how to significantly reduce implementation costs and time, so you can respond swifter to market changes and meet the increasing demands of your customers.
Posted: 27 Sep 2013 | Published: 31 May 2012

Hewlett-Packard Company

Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013

Genesys

Responsive Design
sponsored by OpenText
WHITE PAPER: In this resource, explore how "responsive web design" can help you provide customers with more compelling, contextual, and consistent experiences with your web site. Learn how you can control a single site that caters to all device platforms, making it simpler, faster, and easier to make every site visit a pleasant one.
Posted: 27 Aug 2013 | Published: 30 Jun 2013

OpenText

OpenText Web Experience Management
sponsored by OpenText
WHITE PAPER: Web experience management is essential to the success of a business. View this resource to learn how you can leverage the principles of response design to deliver compelling and adaptive experiences across touch points in the global enterprise.
Posted: 26 Aug 2013 | Published: 26 Aug 2013

OpenText

World Class Customer Service in the Cloud
sponsored by Oracle Corporation
WHITE PAPER: In today's hyper-competitive market, the key differentiator is the ability to deliver multichannel customer service consistently. And due to tight budgets, many of the world's most successful organizations choose to deliver customer service in the cloud. Read on to discover the benefits of this approach.
Posted: 04 Aug 2013 | Published: 02 Aug 2013

Oracle Corporation

Best Practices for Customer Service
sponsored by Oracle Corporation
WHITE PAPER: Access this guidebook which explores the experiences of Oracle RightNow customers and highlights best practices they have taken to enable agents to deliver the right answers at the right time, driving increased customer service productivity and increased customer satisfaction.
Posted: 04 Aug 2013 | Published: 02 Aug 2013

Oracle Corporation

Infor Epiphany Customer Interaction Hub
sponsored by Infor
WHITE PAPER: Check out this resource to learn about a customer interaction hub - a comprehensive infrastructure that stores and presents all customer interactions in an organized way, empowering you will a the information you need to form lifelong customer relationships.
Posted: 26 Jul 2013 | Published: 26 Jul 2013

Infor

Infor Epiphany
sponsored by Infor
WHITE PAPER: Check out this informative resource for an overview of a customer relationship management (CRM) suite that helps you make the most of your interactions and gain valuable customer insight to deliver measurable business results.
Posted: 25 Jul 2013 | Published: 31 Oct 2012

Infor

Bonobos Improves Web Site Performance to Gear Up for Cyber Monday
sponsored by SOASTA, Inc
WHITE PAPER: Trying to avoid another online retail season riddled with website performance issues, Bonobos CTO Michael Hart turned to SOASTA. Read this informative case study today to learn to learn about the weeks Bonobos spent testing SOASTA CloudTest On-Demand in order to simulate customers going through the entire purchase cycle.
Posted: 09 Jul 2013 | Published: 09 Jul 2013

SOASTA, 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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