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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)
26 - 50 of 412 Matches Previous Page  |  Next Page
Super Bowl 50: The Social Story
sponsored by Oracle Corporation
WHITE PAPER: How can your brand galvanize your campaigns with meaningful messages and unique second screen activations? Click through now to discover the powerful bond between social media and sports that your brand should be leveraging to drive engagement.
Posted: 15 Mar 2016 | Published: 15 Mar 2016

Oracle Corporation

Enhance Your 360-Degree View of the Customer
sponsored by IBM
WHITE PAPER: In this white paper you will learn how to use big data to build an integrated, more personalized approach to marketing, business strategies, customer service and more.
Posted: 15 Mar 2016 | Published: 15 Mar 2016

IBM

6 Questions To Ask A Social Platform Vendor Before Signing A Contract
sponsored by Oracle Corporation
WHITE PAPER: You've probably noticed the abundance of social relationship management tools on the market today. From long-established companies to fresh start-ups, the space is saturated with solutions for pretty much everything. Download this white paper now to learn what social relationship management platform is right for your business.
Posted: 15 Mar 2016 | Published: 15 Mar 2016

Oracle Corporation

Real-time Data Analytics Improves the Customer Experience
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: Access this brief resource to learn about a strategy to analyze billions of rows of customer data and return results in seconds. Discover how this approach can improve the user experience, reduce customer churn, and more.
Posted: 14 Mar 2016 | Published: 31 Dec 2015

Hewlett-Packard Enterprise

The Key is Accessibility: Five Ways to Improve Customer Service
sponsored by Mitel Networks Limited
WHITE PAPER: Read this white paper to boost your customer service levels by leveraging the mobility of your agents, as well as your customers. Access this paper to discover 5 ways to improve your customer service availability.
Posted: 14 Mar 2016 | Published: 31 Dec 2014

Mitel Networks Limited

5 Ways to Improve Business Agility
sponsored by Mitel Networks Limited
WHITE PAPER: If your organization is to remain competitive, then the ability to anticipate change and adapt quickly is critical. With each new technology, the world gets smaller and communication becomes easier. Take advantage of emerging opportunities to give your business a competitive edge.
Posted: 11 Mar 2016 | Published: 31 Dec 2014

Mitel Networks Limited

Five Ways to Improve Reachability in Your Organization
sponsored by Mitel Networks Limited
WHITE PAPER: The truth is that being mobile doesn't equate to being productive: being reachable does. From this white paper, gain insight into 5 ways to improve reachability in your organization, and maximize productivity based on the mobile devices your employees already bring to the office.
Posted: 10 Mar 2016 | Published: 31 Dec 2014

Mitel Networks Limited

What's The Right CRM Application For My Business?
sponsored by Insightly
WHITE PAPER: In this white paper, learn how to choose a CRM application that can help you improve customer experiences, drive efficiency, and enable your business to grow.
Posted: 07 Mar 2016 | Published: 07 Mar 2016

Insightly

Cross Channel Engagement with Oracle WebCenter Sites and Oracle Marketing Cloud
sponsored by Oracle Corporation
WHITE PAPER: Download this white paper now to discover why unified customer engagement is today's most important marketing practice. Read on to learn also how the cloud can boost your customer engagement across all channels—including online commerce, corporate sites, mobile, social, in-store, and service.
Posted: 03 Mar 2016 | Published: 03 Mar 2016

Oracle Corporation

A Cloud Platform for Digital Business
sponsored by Oracle Corporation
WHITE PAPER: Discover in this paper how to build a foundation for your digital cloud platform using existing middleware, which will enhance applications, business processes, and entire line-of-business offerings—without major retooling. Read on to leverage your existing assets to facilitate digital transformation.
Posted: 03 Mar 2016 | Published: 30 Jun 2015

Oracle Corporation

Top 3 Contact Center Challenges Solved in the Cloud
sponsored by Earthlink.
WHITE PAPER: Many organizations are turning to the cloud to solve the top 3 contact center challenges, but is that the best route? Find out in this in-depth white paper how the cloud could be the answer to contact center qualms. Continue reading to examine 8 insider tips for seamlessly moving to the cloud.
Posted: 01 Mar 2016 | Published: 01 Mar 2016

Earthlink.

Driving Service Efficiency and Customer Engagement with In-Store WiFi
sponsored by Earthlink.
WHITE PAPER: Explore the benefits of retail organizations offering customers reliable WiFi and floor personnel armed with tablets and appropriate apps to provide superior customer experience and convenience. Additionally, learn the 4 challenges of WiFi customer engagement and how to overcome them.
Posted: 01 Mar 2016 | Published: 01 Mar 2016

Earthlink.

Self-Service Guide: Practical and Strategic Advice for Using Self-Service Tools in Your Business
sponsored by Microsoft
WHITE PAPER: In this in-depth white paper, explore the various aspects of customer self-service. The topics covered include: an industry-focused look at self-service, how to build a self-service strategy, how to measure the ROI of self-service, and more.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Microsoft

Creating Exceptional Digital Experiences
sponsored by Oracle Corporation
WHITE PAPER: Digital experiences have become the cornerstone of just about every customer experience. And engaging with customers can now happen on any channel. Download this white paper now to discover how your organization can engage with customers in the digital world.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Oracle Corporation

How Social Business Builds A Better Customer Experience
sponsored by Infor
WHITE PAPER: Today's social media users know when you take their grievances seriously, versus when you're just telling them what they want to hear. Learn ways to show your audience that you take action when addressing their concerns and fixing problems.
Posted: 24 Feb 2016 | Published: 24 Feb 2016

Infor

Thinking Beyond Technology In Your Customer Service Strategy
sponsored by RBA
WHITE PAPER: This e-book explores the importance of a CRM solution that enables seamless customer experiences across all channels and improves your existing workflows and processes. Plus, you'll learn 3 principles of successful marketing to apply in your customer service strategy.
Posted: 23 Feb 2016 | Published: 23 Feb 2016

RBA

17 Organizations Deliver Amazing Personalized Customer Experiences
sponsored by Microsoft
WHITE PAPER: This white paper explores the real-world experiences of 17 organizations that leveraged a data-forward CRM approach to drive better customer service. Discover their stories, challenges, and the benefits they achieved.
Posted: 22 Feb 2016 | Published: 31 Dec 2015

Microsoft

The value of experience: How the C-suite values customer experience in the digital age
sponsored by Genesys
WHITE PAPER: To learn how companies manage their CX programs, the Economist IntelligenceUnit (EIU) conducted a global survey of 516 senior-level executives. This executive summary presents the highlights of the findings from the European subset of respondents. Discover what these findings mean for your customer experience programs.
Posted: 19 Feb 2016 | Published: 31 Dec 2015

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
WHITE PAPER: Where are your customers and what are they doing? Download this white paper now to learn more about the omnichannel revolution. Read on to discover how you can optimize your workforce to effectively serve customers on any channel.
Posted: 18 Feb 2016 | Published: 31 Dec 2015

Genesys

Five Capabilities to Look For In a Customer Experience Platform
sponsored by Genesys
WHITE PAPER: In this white paper you will learn how you can choose the right technology to design and orchestrate your customer engagement to deliver on customer expectations while simultaneously addressing your company needs.
Posted: 16 Feb 2016 | Published: 31 Dec 2015

Genesys

Best practices for a seamless Omnichannel Customer Experience
sponsored by Genesys
WHITE PAPER: It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values. Download this white paper now to uncover six best practices to help you design and implement that experience.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Genesys

5 Steps to Building a Customer Experience Driven Contact Center
sponsored by Genesys
WHITE PAPER: In a recent survey of over 2,000 business executives, sales and service departments are now the top two areas for software and strategic investments – Is your business onboard? In this e-book, uncover 5 steps to building a customer experience driven contact center.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Genesys

Measuring Social Media ROI in the Enterprise: Myths and Facts
sponsored by Oracle Corporation
WHITE PAPER: When it comes to social media marketing, there is perhaps no other topic that is discussed more than determining and reporting return on investment, or ROI. This white paper makes the case that ROI determination can be approached in a unified, structured and straightforward way.
Posted: 11 Feb 2016 | Published: 11 Feb 2016

Oracle Corporation

E-Commerce Merchandising and Catalog Technology Capabilities
sponsored by Oracle Corporation
WHITE PAPER: Unified admin tools simplify management of your catalog, pricing, content, merchandising, promotions, and more. Access this data sheet and learn how to make e-commerce edits easily with a rich-text editor that supports full HTML markup, arrange products manually with simple drag and drop tools, and more.
Posted: 28 Jan 2016 | Published: 28 Jan 2016

Oracle Corporation

Case Study: Analytics for Big Customer Data
sponsored by IBM
WHITE PAPER: This case study describes the analytics strategy that allowed an insurance company to rapidly analyze large amounts of raw information to gain a better understanding of customer behavior and needs. Discover how they experienced benefits like increased client revenue, stronger customer loyalty, and a reduction in sales and canvassing costs.
Posted: 14 Mar 2016 | Published: 25 Jan 2015

IBM
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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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