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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)
51 - 75 of 379 Matches Previous Page  |  Next Page
Nucleus Research Report: Phase Out Legacy CRM Tools to Drive Business Success
sponsored by Salesforce.com
WHITE PAPER: To better understand the benefits of moving from a legacy or homegrown CRM/CEM app to service cloud technology, Nucleus Research analyzed the experience of a number of Salesforce Service Cloud customers. Tap the full report here and compare Service Cloud and legacy app functionalities, explore 6 key benefit areas, and more.
Posted: 15 Jan 2016 | Published: 31 Oct 2015

Salesforce.com

4 Steps to Incredible Customer Service
sponsored by Salesforce.com
WHITE PAPER: Recently, Salesforce surveyed more than 1,900 global service leaders for their 2015 State of Service report. In this e-book, uncover the 4 actions top performers are taking to deliver exceptional service.
Posted: 15 Jan 2016 | Published: 31 Dec 2015

Salesforce.com

5 Questions Every Customer Service Department Should be Able to Answer and How Analytics can Help Answer Them
sponsored by Salesforce.com
WHITE PAPER: In this white paper, learn customer service teams can leverage customer data using a mobile-first analytics platform to increase productivity. Additionally, learn the answers to 5 questions that are essential for customer service success.
Posted: 18 Nov 2015 | Published: 18 Nov 2015

Salesforce.com

Cisco Collaboration Endpoints
sponsored by Global Knowledge
WHITE PAPER: This white paper provides you with product specifications and capabilities for Cisco's phone, desktop, and large screen immersive videoconferencing options.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge

Cisco Unified Collaboration Solutions Infrastructure Overview
sponsored by Global Knowledge
WHITE PAPER: Learn how Cisco Unified Collaboration infrastructure products can help you provide everything from call control which provides signaling and dial plan support to the expressway series providing firewall traversal for external access.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge

Sales Management Strategies: Leading from the Trenches
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Russ Hearl, VP of Global Sales at DoubleDutch, leads his sales team by example—and has the results to prove that it works. Learn how Hearl built his sales team, increased each reps' efficiency, and enabled DoubleDutch to grow 200% year over year after implementing more efficient sales practices.
Posted: 25 Sep 2015 | Published: 25 Sep 2015

Oracle Corporation UK Ltd

The 5 Drivers of the Successful Modern Sales Force
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: The digital age is seeing an unprecedented technological evolution and as consumer habits change, so must sales tactics. Uncover the 5 drivers of a successful modern sales force and how they help you sell more and sell better in the new age of customer service.
Posted: 24 Sep 2015 | Published: 31 Dec 2014

Oracle Corporation UK Ltd

Enable a 360-Degree View of Your Customers
sponsored by Salesforce.com
WHITE PAPER: In this e-book, learn how you can leverage service cloud technology to streamline customer data processes, get closer to customers and provide smarter, more personalized experiences (that require minimal effort).
Posted: 13 Aug 2015 | Published: 13 Aug 2015

Salesforce.com

Digital Data + Analytic Visualization = Digital Intelligence Opportunities
sponsored by SAS
WHITE PAPER: Explore this exclusive white paper to find out how analytics can help you revolutionize your digital marketing strategy, and get insights into a history of fragmented data and analytics tools.
Posted: 25 Sep 2014 | Published: 25 Sep 2014

SAS

Lessons from the Leading Edge of Customer Experience Management
sponsored by SAS
WHITE PAPER: Find out what you should know about providing a high quality customer experience across all channels.
Posted: 23 Sep 2014 | Published: 23 Sep 2014

SAS

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by Solarwinds N-able
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

Solarwinds N-able

Top 4 Emerging Mobile App Strategies
sponsored by Magnet
WHITE PAPER: This e-book digs into the top 4 emerging mobile app strategies for 2016 that can help you win customer loyalty. Rely on this guide as your "cheat sheet" to enabling better mobile experiences for today's always on-the-go customers.
Posted: 18 Dec 2015 | Published: 18 Dec 2015


Internet of Things (IoT) Reports and Videos
sponsored by SAP
WHITE PAPER: Access this resource portal to find a rich collection of Internet of Things (IoT) reports and videos revealing the technological, economic, and social impacts of the hyper-connected economy.
Posted: 19 Nov 2015 | Published: 19 Nov 2015

SAP

How to Achieve Effective Selling and Make Data-Driven Decisions
sponsored by Microsoft
WHITE PAPER: This whitepaper offers a presentation detailing how to reach achieve effective selling with the help of a data insight tool. Learn how you can help your enterprise gain insight from your data to make data-driven decisions that will improve your client relationship management strategies.
Posted: 09 Nov 2015 | Published: 31 Dec 2014

Microsoft

Why Everyone Needs to Own Customer Experience in the Application Economy
sponsored by CA Technologies.
WHITE PAPER: Access this white paper to find out how CIOs are using software development to polish their brands
Posted: 14 Sep 2015 | Published: 16 Jul 2014

CA Technologies.

Mastering the New Customer Experience Mangement in the Era of the Empowered Customer
sponsored by Sitecore
WHITE PAPER: In thsi exclusive white paper glean the essentials of the new CEM. Read on to learn how understanding is the key to earning and keeping empowered consumers.
Posted: 03 Mar 2015 | Published: 30 Apr 2014

Sitecore

How Effective Content Mangement Systems Attact and Keep Cusomters for Life
sponsored by Sitecore
WHITE PAPER: In this in-depth white paper, learn how to choose the best CMS for customer experience management. Understand this entity from the perspective of the marketer and developer.
Posted: 02 Mar 2015 | Published: 31 Dec 2014

Sitecore

The Adobe EchoSign advantage for media and entertainment
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper for information about e-signatures in the media sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

The Adobe EchoSign advantage for heatlhcare
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper to learn more about e-signatures in the healthcare sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

The Adobe EchoSign advantage for financial services
sponsored by Adobe EchoSign
WHITE PAPER: E-signatures offer financial institutions sustainable competitive advantages while meeting high industry standards. Access this white paper to learn more.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

6 Steps to Smashing Silos in Your Business
sponsored by Teradata
WHITE PAPER: This informative resource explains the steps that business leaders can take to prevent and break down silos within their organizations, particularly within marketing departments.
Posted: 16 Feb 2015 | Published: 16 Feb 2015

Teradata

The Age of Social Media: Lead Generation and Brand Authenticity
sponsored by Marketo
WHITE PAPER: This white paper considers the advantages of social media in regards to lead generation. Access now to find out how you can implement a profitable social media strategy by targeting a variety of platforms with specific plans of action, and how your sales leads will benefit.
Posted: 28 Jan 2015 | Published: 28 Jan 2015

Marketo

3 Pillars of Customer Experience in Today's Connected World
sponsored by Salesforce.com
WHITE PAPER: Access this white paper to learn three steps to meeting customers' rising expectations in today's hyper-connected world: Personalized service, smarter support, and faster connection.
Posted: 19 Jan 2015 | Published: 19 Jan 2015

Salesforce.com

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
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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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