Customer Service White Papers

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Jun 19, 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)
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Advancing Your Digital Marketing Strategy with Webtrends Analytics sponsored by WebTrends WHITE PAPER: In the age of social media, web analytics can help you harness data from a variety of channels to construct and implement an effective, integrated marketing strategy. Check out this helpful white paper to learn how you can advance your digital marketing strategy, grow brand loyalty and build revenue through the use of analytics. Posted: 18 Apr 2013 \| Published: 18 Apr 2013 TOPICS: CRM \| CRM Analytics \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Marketing \| Social Networking \| Web 2.0 \| Web Analytics \| Web Analytics Software

Online Testing for Site Optimization: 101 sponsored by WebTrends WHITE PAPER: Web site optimization can drastically help your business increase conversion rates and bring in revenue, but it is not a simple process. Turn to this informative white paper to learn about the different types and strengths of online testing for site optimization, and determine which process is most effective for your organization. Posted: 16 Apr 2013 \| Published: 16 Apr 2013 TOPICS: CRM \| Customer Loyalty \| Customer Retention \| Customer Service \| Testing \| Web 2.0 \| Web Content Management \| Web Development \| Web Site Design \| Web Site Monitoring

Ensuring Success with On-site Testing and Targeting sponsored by WebTrends WHITE PAPER: Your company's website is one of your most valuable assets, so it needs to be as effective, informative, and engaging as possible in order to provide the best customer experience. Turn to this white paper to learn the challenges behind optimizing your site and learn how you can avoid the pitfalls while implementing the most effective processes. Posted: 16 Apr 2013 \| Published: 16 Apr 2013 TOPICS: Content Management \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Marketing \| Web 2.0 \| Web Content Management \| Web Development \| Web Site Design

Facebook’s Best Kept Secret: Building Conversions and Revenue with Ads for Fans sponsored by WebTrends WHITE PAPER: With over 800 million Facebook users to potentially see your message, you need to capitalize on the marketing opportunity that Facebook ads presents. Read this white paper to better understand targeted ads for fans, and for advice on creating a strategy for successfully driving traffic, tracking campaign activity, and increasing conversions. Posted: 12 Apr 2013 \| Published: 12 Apr 2013 TOPICS: Advertising \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Service \| Customer Service Best Practices \| Online Advertising \| Online Marketing \| Social Networking \| Web 2.0

Taking Control with Marketing Optimization sponsored by WebTrends WHITE PAPER: Customers today are asking for an engaging, personalized web experience that pulls them in, and your business needs to deliver. Access this white paper to discover the business case for creating personalized web experiences, and discover how marketers are listening to consumers in order to optimize digital marketing strategies. Posted: 12 Apr 2013 \| Published: 12 Apr 2013 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Online Marketing \| Web 2.0 \| Web Content Management

The State of Customer Analytics: Taking a Proactive Approach to Loyalty and Retention sponsored by IBM WHITE PAPER: In today's highly competitive market, it is more important than ever to provide top-tier customer service, and successful businesses know the key to this is leveraging a customer analytics initiative. Read this resource to learn the ins and outs of customer analytics and the tools you'll need to implement a successful analytics program. Posted: 11 Apr 2013 \| Published: 31 Dec 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Collection \| Data Integration \| Data Mining

Faster analysis, better outcomes: How the right data analytics tools lead the way sponsored by IBM WHITE PAPER: This resource introduces a personal analytics platform that can provide valuable business insights in functional areas such as finance, customer service, sales, and marketing – empowering you to make smarter, more strategic decisions. Posted: 10 Apr 2013 \| Published: 30 Sep 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Business Performance Management \| Customer Data Management \| Customer Service \| Data Analytics \| Data Governance \| Data Management \| Financial Management \| Marketing \| Sales \| Sales and Marketing Software

Winning the Customer Service Battle... In the Cloud sponsored by Siemens Enterprise Communications WHITE PAPER: Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business. Posted: 04 Apr 2013 \| Published: 04 Apr 2013 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Contact Management \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Remote Users \| TCO

HP Mobile Applications Services At-a-Glance : Deliver anytime, anywhere convenience sponsored by Hewlett-Packard Company WHITE PAPER: Enterprise mobility can do wonders for businesses, but not all organizations are ready to make the mobile jump. Read this white paper and learn how to prepare your business for mobility and reap all the benefits it provides. Posted: 03 Apr 2013 \| Published: 03 Apr 2013 TOPICS: Application Deployment \| Application Integration \| Application Security \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Security \| Security Management

Grow Your Business With Existing Customers sponsored by Citrix Online Go To Meeting WHITE PAPER: This brief by Pamela Slim, award-winning author, shows you how to establish strong customer relationships and then nurture them for the long haul. Posted: 01 Apr 2013 \| Published: 01 Apr 2013 TOPICS: Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Collaboration \| Collaborative Commerce \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Improve Your Bottom Line with Repeatable Services sponsored by SAP America, Inc. WHITE PAPER: Service productization can be a huge benefit to service organizations, as it offers predictable outcomes that have previously been inconsistent. Check out this informative resource to examine the trend in productizing services, discover a framework that could help your business benefit, and learn how to avoid productization pitfalls. Posted: 25 Mar 2013 \| Published: 31 Dec 2011 TOPICS: Customer Service \| Customer Service Best Practices \| Product Development \| Product Life Cycles \| Product Management \| Project Management \| Risk Management \| Sales \| Service Creation \| Service Packs

Top Five Contact Center Trends for 2013 sponsored by Avaya WHITE PAPER: This resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change. Posted: 21 Mar 2013 \| Published: 21 Mar 2013 TOPICS: Contact Center Management \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Mobile CRM \| Web 2.0

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement sponsored by SAP America, Inc. WHITE PAPER: Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Service \| Customer Service Best Practices \| Social Networking \| Web 2.0

What Are Your Devices Telling YOU? How to Leverage Your Intelligent Systems to Improve Customer Service and Increase Sales sponsored by Microsoft WHITE PAPER: This white paper demonstrates why many organizations are turning to intelligent systems and embedded devices to help strengthen the relationships with their customers. Read now to find out how embedded systems can help you better serve your customers, attract new clients and increase revenue. Posted: 21 Feb 2013 \| Published: 21 Feb 2013 TOPICS: Business Development \| Business Intelligence \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation \| Business Process Management \| Business Processes \| Customer Loyalty \| Customer Retention \| Customer Service \| Embedded Databases \| Embedded Systems Hardware \| Embedded Systems Software

Case Study: Delta Global Services sponsored by Intermec WHITE PAPER: Access this case study to discover how they were able to improve efficiency by 10-20% and achieve a better overall reliability and customer service. Find out how they leveraged a handheld computer technology upgrade with better scanning capabilities to provide faster, more accurate customer service operations and better. Posted: 13 Feb 2013 \| Published: 13 Feb 2013 TOPICS: Business Process Management \| Customer Service \| Handheld Device Transport Protocol \| Handheld Devices \| Scanners

Delivering a Personalized Experience: the Multichannel Contact Center sponsored by Avaya WHITE PAPER: Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option. Posted: 11 Feb 2013 \| Published: 11 Feb 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| CRM Services \| CRM Software \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Cashing in on Customer Insight sponsored by IBM WHITE PAPER: In today's world, the only way to stand out is by differentiating the experience you offer your customers. Access this exclusive resource to explore how you can improve customer experience by leveraging customer analytics- including predictive analytics, social analytics, business intelligence, and decision management. Posted: 07 Feb 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Retention \| Customer Service \| Data Analytics \| Data Mining \| Predictive Analytics \| Web 2.0

Improve Transportation Readiness, Flexibility, and Agility With SAP® Transportation Management sponsored by SAP America, Inc. WHITE PAPER: To keep customers happy, businesses need to be able to streamline their commercial transportation - a process that has become alarmingly complex and globalized. Read on to learn how to achieve greater transportation management efficiency today. Posted: 01 Feb 2013 \| Published: 03 Nov 2011 TOPICS: Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Transportation Industry \| Transportation Management \| Transportation Management Software

HP Mobile Applications Services At-a-Glance: Deliver anytime, anywhere convenience sponsored by Hewlett-Packard Limited WHITE PAPER: Enterprise mobility can do wonders for businesses, but not all organizations are ready to make the mobile jump. Read this white paper and learn how to prepare your business for mobility and reap all the benefits it provides. Posted: 17 Jan 2013 \| Published: 31 Aug 2012 TOPICS: Application Deployment \| Application Integration \| Application Security \| Cloud Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Enterprise \| Enterprise Computing \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Security \| Security Management

Deploying Customer Service in the Cloud sponsored by Oracle Corporation UK Ltd WHITE PAPER: Read this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage. Posted: 20 Dec 2012 \| Published: 30 Nov 2012 TOPICS: Cloud Computing \| Cloud Management \| Contact Center Management \| CRM \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

Mobile Technology: Equipping Supervisors and Managers for the Next-Generation Customer Contact Center sponsored by Aspect WHITE PAPER: For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more. Posted: 20 Dec 2012 \| Published: 20 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM

The Next-Generation Contact Center sponsored by Aspect WHITE PAPER: Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service. Posted: 20 Dec 2012 \| Published: 31 Oct 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Workforce Management \| Contact Centers \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

‘A Little Extra Service’ Raises Customer Satisfaction and Lowers Costs sponsored by Oracle Corporation UK Ltd WHITE PAPER: Customers today hate calling representatives on the phone - they want answers fast, online, and easy to access. Check out this white paper to learn how your company can go the extra mile in CRM to drive customer satisfaction and save money with initiatives in web self-service, live chat, email management, and more. Posted: 17 Apr 2013 \| Published: 17 Apr 2013 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Oracle (Product) \| Web 2.0

The A to Z of Mobile Workforce Scheduling Optimization sponsored by ClickSoftware WHITE PAPER: This resource offers key advice and recommendations for strategically choosing and implementing an effective mobile workforce scheduling optimization strategy. Continue reading to learn all you need to know to realize workforce scheduling success today. Posted: 04 Apr 2013 \| Published: 31 Dec 2011 TOPICS: CRM \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Mobile Workers \| Workforce Management Software \| Workforce Planning

Essential Guide: Project and Portfolio Management: Analyzing Business Project Needs sponsored by Rally Software WHITE PAPER: View this informative resource to learn more about proper sequencing, marketing a software project and how you can keep everything under control with the right tools. It provides a step-by-step process on managing customer driven software development as well as other important steps. Posted: 20 Dec 2012 \| Published: 20 Dec 2012 TOPICS: Customer Service \| Project Management \| Project Management Software \| Project Portfolio Management

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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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