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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)
26 - 50 of 387 Matches Previous Page  | Next Page
Customer Experience: Delivering Better Long Term Results with Higher Customer Satisfaction
sponsored by NEC
WHITE PAPER: Find out how to deliver an exceptional customer experience so you can retain and gain customers, while improving customer profitability
Posted: 24 Oct 2014 | Published: 24 Oct 2014

NEC

Using Big Data to Improve Multichannel Customer Care
sponsored by [24]7
WHITE PAPER: Uncover the ins-and-outs of numerous offerings from various platform vendors that utilize big data and predictive analytics to enable customers to use their device, channel and time of choice.
Posted: 23 Oct 2014 | Published: 30 Apr 2014

[24]7

Creating the Omnichannel Customer Experience
sponsored by [24]7
WHITE PAPER: Find out how leveraging big data, predictive analytics and real-time decision making can improve the customer experience in today's world of multi-platform, mobile and social consumers.
Posted: 23 Oct 2014 | Published: 23 Oct 2014

[24]7

Augmented IVR – Second Life for Interactive Voice Response
sponsored by [24]7
WHITE PAPER: Find out how interactive voice response (IVR) and voice app infrastructures have brought both visual and voice resources into each customer's journey.
Posted: 22 Oct 2014 | Published: 30 Jun 2014

[24]7

Big Data Can Make Chat Interactions Intelligent, Intuitive & Effective
sponsored by [24]7
WHITE PAPER: Learn about the first predictive, real-time customer assistance solution for chat that utilizes big data to can help you simplify and resolve customer issues faster and more efficiently.
Posted: 21 Oct 2014 | Published: 21 Oct 2014

[24]7

Buyer's Guide to Enterprise File Sync and Share (that users will love)
sponsored by Code42
WHITE PAPER: Read this buyer's guide to evaluate sync/share solutions and ensure you choose one that aligns with your users' needs and your organizations' preferences.
Posted: 20 Oct 2014 | Published: 20 Oct 2014

Code42

Omni Channel Product Recommendations – Maximizing Impact & Customer Engagement
sponsored by IBM
WHITE PAPER: Ensure you know all the best practices for omni-channel recommendations.
Posted: 20 Oct 2014 | Published: 28 Feb 2014

IBM

Building Lift and Loyalty with Personalized Product Recommendations
sponsored by IBM
WHITE PAPER: Uncover the key characteristics that merchants need from a product recommendation engine, as well as tips to boost revenue and customer satisfaction.
Posted: 20 Oct 2014 | Published: 31 Jan 2014

IBM

Deliver More Intelligent Chat
sponsored by [24]7
WHITE PAPER: Find out how predictive analytics and real-time modeling can help your business deliver more intelligent chat.
Posted: 17 Oct 2014 | Published: 17 Oct 2014

[24]7

Providing the Foundation for an Omni-Channel Customer Experience
sponsored by IBM
WHITE PAPER: Find out how a complete omni-channel commerce solution can help your business develop the seamless experience customers demand.
Posted: 16 Oct 2014 | Published: 31 Jul 2013

IBM

4 Key factors in building a UC and Collaboration Infrastructure
sponsored by Dell, Inc. and Intel®
WHITE PAPER: Virtual face time with customers theoretically means organizations can cut T&E budgets while keeping the wheels of commerce turning. But savvy IT decision makers know this is just half the story. The real power of UC&C isn't tactical; it's strategic.
Posted: 13 Oct 2014 | Published: 13 Oct 2014

Dell, Inc. and Intel®

The Outside-in Approach to Order Fulfillment: Providing a Seamless Customer Experience eBook
sponsored by IBM
WHITE PAPER: ERP management is being faced with a new challenge: customers expect to be able to dictate the fulfillment channel via vendor warehouse, store, or direct to home - and order fulfillment solutions need to accomodate this.
Posted: 16 Sep 2014 | Published: 31 Dec 2013

IBM

Cloud-Based Approach to Modernizing Your Contact Center
sponsored by Genesys
WHITE PAPER: Cloud-based solutions can be tightly integrated with other applications, ensuring that all points of contact work together to deliver a truly differentiating customer experience. This whitepaper outlines the benefits of moving to a cloud-based contact center model.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

Case study: How one company improved customer loyalty, service, efficiency
sponsored by Genesys
WHITE PAPER: Stericycle, a medical waste disposal leader, knew that managing the customer experience was essential to the company's continued growth and success. View this analyst report to find out the solution Stericycle found, and how similar technology can also help your business.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

Genesys

Best Practices for Delivering a Personalized Customer Experience
sponsored by Genesys
WHITE PAPER: This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

The Four Pillars of Effortless Service
sponsored by Salesforce
WHITE PAPER: Providing an effortless service experience is essential to success, though many enterprises struggle with where to begin. This essential resource breaks down the implementation of effortless service into 4 clear steps. View now to find out how to boost your customer retention by providing legendary service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

How to Build a Successful Customer Engagement Center
sponsored by Salesforce
WHITE PAPER: Customers demand service on their terms – an experience that requires minimal effort and to find a solution easily. View this essential resource now to understand the 5 steps to a successful customer engagement center, and if building a CEC is the right choice for your business.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Five Ways to Drive Revenue with Customer Service
sponsored by Salesforce
WHITE PAPER: Companies need to maintain flawless customer service to retain business, but many do not know where to start. This informative resource provides 5 ways to drive revenue with exemplary customer service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Customer Service - Beyond the Call Center
sponsored by Salesforce
WHITE PAPER: 61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

Five Ways to Make Service Easy for Today's Customers
sponsored by Salesforce
WHITE PAPER: Customers now expect your company to solve their issues quickly and give them the capability to find solutions easily on their own. This informative resource gives 5 ways to make service easy for today's customers.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Multi-Channel Marketing – Delivering Big on Next-Gen Customer Experience
sponsored by Infor
WHITE PAPER: Learn about the multi-channel marketing approach and how it can help your business deliver a top-notch next-gen customer experience.
Posted: 07 Aug 2014 | Published: 07 Aug 2014

Infor

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys
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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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