Customer Service White Papers

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May 21, 2013

Business of Information Technology > Business Processes >
Customer Service
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)
101 - 125 of 318 Matches Previous Page \| Next Page

Social Intelligence Approaches to Support Four Core Customer Scenarios sponsored by Hewlett-Packard Limited WHITE PAPER: This paper outlines some of the best methods for deploying social intelligence to support your CRM strategies. Read this and learn how the right social intelligence can help you win new customers, retain existing customers, reduce the cost of customer management and more. Also, discover specific use cases of social intelligence. Posted: 01 Jun 2012 \| Published: 01 Jun 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Software \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Service \| Social Computing \| Social Networking

Defining the 21st Century salesperson sponsored by SAP America, Inc. WHITE PAPER: This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: B2B \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Sales \| Sales Force Automation \| Sales Representatives

Customer Analytics Pay Off sponsored by IBM WHITE PAPER: Read this white paper to learn four stages of organizational capabilities and associated customer analytics strategies to help gain deeper customer insight. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Service

Six Best Practices for Agent Knowledge Management sponsored by KANA WHITE PAPER: Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. Posted: 21 Jun 2012 \| Published: 21 Jun 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Customer Service \| Knowledge Management \| Knowledge Management Software

Business Case for Integrated Unified Communications and Contact Center Solution sponsored by ShoreTel WHITE PAPER: In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates. Posted: 08 Jun 2012 \| Published: 30 Jun 2010 TOPICS: Collaboration \| Contact Center Management \| Contact Center Software \| Contact Centers \| Contact Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Instant Messaging \| Teleconferences \| Unified Messaging \| Unified Messaging Systems \| Videoconferences

Making the move to Managed Services sponsored by GFI MAX WHITE PAPER: This step-by-step guide presents tips for making a pain-free transition to managed services. Inside, learn how your organization can achieve benefits like easier capacity planning, increased long-term customers and more. Posted: 30 May 2012 \| Published: 31 Dec 2010 TOPICS: Channel Management \| Channel Management Software \| Customer Service \| Customer Service Best Practices \| IT Best Practices \| IT Management

Service. Smarter. Redefining commerce in the age of the customer sponsored by IBM WHITE PAPER: Access this white paper to discover how a better, smarter approach to commerce can eliminate the potential for unhappy customers and improve your reputation and brand. In today’s highly competitive marketplace, ensuring your customers are satisfied with your services is worth the extra effort. Posted: 21 May 2012 \| Published: 01 May 2012 TOPICS: Business Management \| Business Process Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| IT Management

Buy. Smarter. Redefining commerce in the age of the customer sponsored by IBM WHITE PAPER: Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers. Posted: 18 May 2012 \| Published: 01 May 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Thumbs Up! Customer Engagement for a New Generation A Benchmark Study of the Impact of Social Media on Customer Service sponsored by DMG Consulting WHITE PAPER: This paper reviews a study of the impact of social media on customer service and how to plan and implement social media for maximum effectiveness within your business. Posted: 16 May 2012 \| Published: 01 Nov 2011 TOPICS: CRM \| CRM Best Practices \| Customer Service \| Social Computing \| Social Networking \| Unstructured Data \| Web 2.0 \| Web Content Management

Remote Monitoring and Management: The Key to Proactive, Efficient IT Service Delivery sponsored by LabTech WHITE PAPER: Access this resource to discover the valuable uses of remote monitoring and management. Learn how to provide your customers with better service while also increasing efficiency. Posted: 27 Apr 2012 \| Published: 27 Apr 2012 TOPICS: Channel Management \| Channel Management Software \| Customer Service \| Customer Service Best Practices \| Remote Network Management \| Remote Support Services

Top 10 Considerations for Selecting the Right RMM Solution sponsored by LabTech WHITE PAPER: Access this white paper for the top ten considerations for selecting a remote monitoring and management solution that will streamline management processes to allow for business growth while also increasing services levels. Posted: 27 Apr 2012 \| Published: 27 Apr 2012 TOPICS: Channel Management \| Channel Management Software \| Customer Service \| Customer Service Best Practices \| Management Service Providers \| Remote Computing \| Remote Support Services

Putting Dispatch in the Driver’s Seat sponsored by ConnectWise WHITE PAPER: Access this essential white paper to learn how to implement an effective dispatch strategy in your help desk. Learn about benefits like efficient ticket handling, increased credibility with your clients and more. Posted: 25 Apr 2012 \| Published: 24 Apr 2012 TOPICS: Channel Management \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks

Building and Operating a Network Operating Center (NOC) and Help Desk sponsored by ConnectWise WHITE PAPER: Access this white paper to learn about the importance of providing a network operating center (NOC) or help desk to your clients. This white paper outlines different NOC/help desk models and tips to build successful services. Posted: 25 Apr 2012 \| Published: 24 Apr 2012 TOPICS: Channel Management \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Network Operations Centers

Smarter Customers, Smarter Commerce: Innovations in the Banking Industry sponsored by IBM WHITE PAPER: Banks today must reassess their business models and focus more on efficiency, data collection and risk management in order to stay competitive. Uncover a unique framework that can help meet your business objectives and allow for better data management in the highly regulated financial industry. Posted: 13 Apr 2012 \| Published: 13 Apr 2012 TOPICS: Banking Industry \| Business Management \| Business Service Management \| CRM \| Customer Service \| Regulatory Compliance \| Risk Management

Unified Self-Service: Delivering on the Value of Multi-Channel Customer Interactions sponsored by Voxeo WHITE PAPER: This informative paper addresses how your company can enhance service, lower costs and increase revenue by taking advantage of these new mediums and expanding the ways in which you communicate with your customers. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Mobile CRM \| Social Networking \| Web 2.0

9 Critical Capabilities to Demand From Your IVR Cloud Hosting Provider sponsored by Voxeo WHITE PAPER: This brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider. Posted: 13 Mar 2012 \| Published: 13 Mar 2012 TOPICS: Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| IVR \| Voice Communications Software

Is Your CRM Solution Keeping Up with the Times? sponsored by Oracle Corporation WHITE PAPER: In this white paper, IT Business Edge explains the key business and technology factors to consider in deciding whether and when to upgrade your CRM system, including the Software-as-a-Service (SaaS) factor. Posted: 02 Mar 2012 \| Published: 01 Dec 2011 TOPICS: CRM \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Service \| SaaS business intelligence

Deliver a Superior Cross-Channel Commerce Experience sponsored by Oracle Corporation WHITE PAPER: With the right intelligence and personal information, there are plenty of new opportunities for you to provide superior experience and maximize the opportunity of every customer touch point. This paper shares actionable strategies needed to deliver personalized and relevant content, based on a variety of factors. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Powering the Cross-Channel Customer Experience with Oracle’s Complete Commerce sponsored by Oracle Corporation WHITE PAPER: Read this white paper and gain an understanding of Complete Commerce and how it can change the way you interact with your customers. Complete Commerce can help you unify your customer's experience, personalize their journey, maximize engagement and optimize the execution along the way. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Data Management \| Customer Loyalty \| Customer Service

Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support sponsored by Oracle Corporation WHITE PAPER: Most customer service organizations have recently seen operational budgets cut by nearly 20%. In addition, the goal of maintaining quality customer service has become more difficult to achieve. Organizations must now deliver the same levels of service with fewer resources. Can it be done? Read on, and find out how. Posted: 01 Mar 2012 \| Published: 16 Nov 2011 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction \| Customer Service

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently sponsored by Oracle Corporation WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Service

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

Optimizing Your Return on Customer Attention with Oracle RTD sponsored by Oracle Corporation WHITE PAPER: Read this white paper to learn how business intelligence (BI) can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Oracle (Product) \| Real-time Analytical Software \| Real-time Analytics

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 31 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Cincinnati Zoo improves customer experience and enhances performance sponsored by IBM WHITE PAPER: Learn how one of the world's top-rated zoo uses analytics to create a more satisfying customer experience – while cutting marketing costs, increasing new visits, boosting concession revenues and much more. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Data Management Software \| Customer Profiles \| Customer Service

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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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