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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
Everyone to Everyone Economy: Preparing for a Very Different Tomorrow
sponsored by IBM
WHITE PAPER: There is a paradigm shift from customer-centricity towards an everyone-to-everyone (E2E) economy. This informative research dives into this new E2E world, describing what companies can expect from the future and what they can do today to prepare.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

IBM

The Four Pillars of Effortless Service
sponsored by Salesforce.com
WHITE PAPER: Four pillars form the basis for transforming your organization's customer service operation into a paragon of efficiency and customer satisfaction. When your customer service team can maximize the effectiveness of these four tactics, your customers are happier and your team operates at maximum efficiency.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce.com

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

5 Ways to Prevent ECM Projects from Becoming Despised Legacy Apps
sponsored by Hyland Software
WHITE PAPER: Discover the top five challenges that arise from organization's making the "easy choice" and how involving IT in the buying process allows organization to select a solution that leads to success throughout the lifetime of an ECM solution.
Posted: 08 Jul 2014 | Published: 08 Jul 2014

Hyland Software

Transforming customer service in financial services: the 10 rules
sponsored by Hewlett-Packard Company
WHITE PAPER: This brief paper highlights the 10 cardinal areas for excellent customer service.
Posted: 02 Jul 2014 | Published: 31 May 2014

Hewlett-Packard Company

HP Insights to Successful Customer Engagement
sponsored by Hewlett-Packard Company
WHITE PAPER: Uncover the ins-and-outs of the customer experience research conducted by Gartner, and learn how you can improve customer engagement to ensure a positive customer experience.
Posted: 30 Jun 2014 | Published: 30 Jun 2014

Hewlett-Packard Company

Differentiate your CRM with Cloud-based Customer Service
sponsored by Salesforce.com
WHITE PAPER: Service Cloud can help you connect with customers in entirely new ways to transform your customer experience. See how the #1 customer service application works in this informative overview.
Posted: 16 Jun 2014 | Published: 16 Jun 2014

Salesforce.com

6 Secrets to Offering Exceptional Customer Service
sponsored by Salesforce.com
WHITE PAPER: Imagine the loyalty and return business you could build by delivering customer service that exceeds customer expectations every time. In this free e-book, see what you need to do to give customers what they want.
Posted: 12 Jun 2014 | Published: 12 Jun 2014

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

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

Transform Business: Explore Strategic Business Transformation Requirements
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how businesses are overcoming today's challenges such as the explosion of social media and more stringent security and regulatory requirements.
Posted: 03 Jul 2014 | Published: 31 Oct 2013

Hewlett-Packard Company

Move Forward: Create a More Satisfying and Productive Omni-channel Experience
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out why so many are turning to the power of advanced information management and analytics (IM&A), in order to improve their understanding of consumers and deliver a seamless and more satisfying omni-channel experience.
Posted: 03 Jul 2014 | Published: 30 Jun 2014

Hewlett-Packard Company

BPS Edge: CEM The New Style of Customer Engagement Management
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out about the most recent customer engagement management innovations.
Posted: 03 Jul 2014 | Published: 31 Mar 2014

Hewlett-Packard Company

Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER: This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Genesys

A New Style of IT: The Dawn of a New Normal
sponsored by Hewlett-Packard Company
WHITE PAPER: Uncover the key findings from research conducted by Gartner to expose what digital business means for companies, and how to enhance the customer experience to thrive in the digital era.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Hewlett-Packard Company

Optimizing Magneto E-commerce Sites for Increased Sales and Customer Satisfaction
sponsored by ZeroLag Communications Inc.
WHITE PAPER: Find out which platform is capable of maximizing the performance of your e-commerce web site, increasing sales and improving customer satisfaction.
Posted: 20 Jun 2014 | Published: 20 Jun 2014

ZeroLag Communications Inc.

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

Successful Customer Experience Calls for Customer Insight
sponsored by Sitecore
WHITE PAPER: Find out how learning more about what your customers want can boost your customer loyalty rates.
Posted: 12 Jun 2014 | Published: 30 Apr 2014

Sitecore

Collaboration Is the next Game Changer in Customer Service
sponsored by Cisco
WHITE PAPER: This exclusive paper discusses how collaboration is emerging as the next big game changer for customer service, providing practical examples and key insights into how four companies implemented collaboration technologies and used them to transform their customer service environments.
Posted: 12 Jun 2014 | Published: 12 Jun 2014

Cisco

The Business Value of IBM's Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: Get the results of an IDC study conducted on behalf of IBM assessing the impact of migrating from a homegrown digital experience platform to IBM's integrated Exceptional Digital Experience suites.
Posted: 05 Jun 2014 | Published: 30 Nov 2013

IBM

A Quick-Start Guide to Deploy an SMS Strategy for Business
sponsored by StrikeIron
WHITE PAPER: SMS is emerging as one of the most effective means of communication -- short, digestible messages sent rapidly to the right users. In this white paper, you'll find a 4-step guide to deploying an SMS strategy for customer relationship management (CRM) and marketing.
Posted: 05 Jun 2014 | Published: 05 Jun 2014

StrikeIron

Real-Time Insights to Forge Deeper Relationships with Your Customers
sponsored by SAP
WHITE PAPER: Uncover the key features of the SAP Customer Engagement Intelligence application, so you can form valuable relationships with your customers.
Posted: 04 Jun 2014 | Published: 04 Jun 2014

SAP

Microsoft Dynamics CRM Release Preview Guide
sponsored by Microsoft India
WHITE PAPER: In this resource, learn about a family of CRM applications that can help you deliver engaging, differentiating customer experiences with marketing, sales, and service capabilities.
Posted: 20 May 2014 | Published: 30 Apr 2014

Microsoft India

Increase customer satisfaction with SAP
sponsored by Esker Inc.
WHITE PAPER: Find out how an SAP environment can help you conquer the order management challenges many face today.
Posted: 16 May 2014 | Published: 16 May 2014

Esker Inc.
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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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