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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 408 Matches Previous Page  |  Next Page
Engaging the Unengaged Consumer
sponsored by SAP Hybris
WHITE PAPER: It can feel like today's social and mobile customer is engaged in everything ... except you. How can you deliver an exceptional experience, like those of agile and legacy free market disruptors? Finextra reveals how banks are doing just that in this white paper.
Posted: 05 Jun 2017 | Published: 05 Jun 2017

SAP Hybris

Supporting The Buyer Journey With Customer Service
sponsored by SAP Hybris
WHITE PAPER: 50% of all buyers still view customer service as a post-purchase resource, rather than a purchasing aid. Find more survey results from Forrester that reveal how 247 companies approach customer service.
Posted: 05 Jun 2017 | Published: 29 Jul 2016

SAP Hybris

Key Trends Affecting Wholesale Distribution
sponsored by SAP Hybris
WHITE PAPER: B2B buyers expect the same customer experience in business that they rely on in their personal lives. Learn how wholesalers can embrace new best practices and opportunities in marketing, commerce, sales, and service.
Posted: 05 Jun 2017 | Published: 05 Jun 2017

SAP Hybris

The Retailer's Blueprint For Success: Enabling Great Customer Experiences
sponsored by NetSuite
WHITE PAPER: Today, the consumer is in the driver's seat. They expect information and products from multiple channels at any time – leading retail and commerce to adopt omnichannel approaches to CX. Inside, learn the challenges retailers are up against, 5 pillars of building a unified CX, and receive an overview of NetSuite's business system.
Posted: 23 May 2017 | Published: 23 May 2017

NetSuite

Why Your Business Needs a Personalization Strategy
sponsored by Cxense
WHITE PAPER: Return customers are an asset for your company, providing quality, actionable data for you and your marketing department. Learn more about how you can leverage web personalization in your web apps and website design to provide an enticing customer experience that will keep your customers coming back.
Posted: 05 May 2017 | Published: 05 May 2017

Cxense

Be a Marketing Hero
sponsored by Cxense
WHITE PAPER: If you don't provide a personalized experience, somebody else will – and that's where your customers will keep going back to. Learn more about how you can leverage web app and website personalization in your own company and start keeping your customers.
Posted: 05 May 2017 | Published: 05 May 2017

Cxense

How to Create Compelling CX with Online Personalization
sponsored by Cxense
WHITE PAPER: In an environment where 62% of customers prefer to receive offers and promotions based on previous experiences, learn how to influence purchasing decisions for your demanding audience.
Posted: 04 May 2017 | Published: 04 May 2017

Cxense

10 Rules For An Efficient Contact Center
sponsored by West UC
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

Why Your Contact Center Needs Closer Integration With Marketing
sponsored by West UC
WHITE PAPER: Customer experience and engagement are the newest concerns of the modern marketer, having traditionally been the area of the contact center. But while marketing is embracing a customer-centric, multichannel universe, the contact center is lagging behind. Learn why your contact center needs closer integration with marketing, and how to achieve it.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

Achieve A Single View Of The Retail Customer For Deeper Insight
sponsored by Hortonworks
WHITE PAPER: Consumer behavior changes constantly, threatening retailers' business objectives. But there are new opportunities for retailers willing to capture and analyze this behavior to gain insights and maintain their edge. Discover how to push your company to adapt to the evolving customer. Plus, learn about the role big data plays in this new landscape.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

Hortonworks

10 Hidden Costs of Quoting with Spreadsheets
sponsored by TechData - Connectwise
WHITE PAPER: Many companies shy away from investing in a professional quote and proposal automation platform because they think it's too expensive, or that spreadsheets are just as good. Unfortunately, spreadsheets weren't designed with quoting in mind. Learn about the 10 hidden costs of quoting with spreadsheets, so you won't get caught off guard.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

TechData - Connectwise

Using AI-Powered Interaction Analytics to Transform the Enterprise
sponsored by NICE Systems, Inc
WHITE PAPER: This article examines the business benefits of voice recognition and analysis. Learn 5 positive outcomes businesses can realize thanks to customer experience analytics powered by neural networks.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

NICE Systems, Inc

Why Omnichannel Customer Engagement Is No Longer Optional
sponsored by Genesys
WHITE PAPER: Only a mere 7% of customers are extremely satisfied that brands provide a seamless, integrated customer experience across all channels, and omnichannel engagement nearly triples customer retentions. Judging by the numbers, omnichannel is no longer optional. Read this report to uncover how you can integrate omnichannel into your CRM system.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

Genesys

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

The Value of Cloud ERP to Your Business
sponsored by NetSuite
WHITE PAPER: Finding the right ERP strategy is critical because it helps perform and improve critical functions like automating core business operations, improving financial compliance, enhancing customer service, and more. Access this buyer's guide to help decide if on-premise ERP is right for your needs or if it's time to consider migrating to the cloud.
Posted: 13 Oct 2016 | Published: 31 Dec 2015

NetSuite

Infor ePathway: Intuitive Self Service Capabilities for Local Authorities
sponsored by Infor
WHITE PAPER: Learn about the Infor Pathway platform and find out how to incorporate enhanced dashboards and KPI reporting into your BPM strategy for processes like people management, property management, revenue management, and regulatory management.
Posted: 30 Aug 2016 | Published: 05 Sep 2017

Infor

8 Ways to Increase Conversions with Call Tracking
sponsored by Twilio
WHITE PAPER: If a customer clicks on an ad but calls the store to make a purchase, how can you track conversion rates? Learn how call tracking is helping advertisers use phone numbers to match online clicks with offline purchasing behavior.
Posted: 11 May 2017 | Published: 11 May 2017

Twilio

IDC Market Spotlight - Maturity Model
sponsored by ServiceNow
WHITE PAPER: Any organization can make a good product. One way modern organizations are using to differentiate themselves is excellent, differentiated customer service. Read this white paper for information on new demands that technologies such as IoT are placing in customer service, and how you can utilize them to create proactive service in your organization.
Posted: 17 Apr 2017 | Published: 31 Jan 2017

ServiceNow

A Quick Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: 80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

ServiceNow

5 Ways Every Sales Rep Can Accelerate Success with Analytics
sponsored by Salesforce.com
WHITE PAPER: This Salesforce research report explores what to look for in an analytics tool and how to put real-time, critical insights in hands of not only executives but their employees as well. Discover how to unlock the information within your customer data to ensure better decision-making, identify best practices, and align your CRM and BI.
Posted: 27 Mar 2017 | Published: 31 Dec 2016

Salesforce.com

Report: Transforming Your Business to Meet Customer Expectations, React to New Challenges
sponsored by SAP
WHITE PAPER: Advanced technology plays an important role in the transition to digital consumer engagement. Learn which tools can enhance your omnichannel potential, along with monitoring and analysis of consumer interactions.
Posted: 14 Oct 2016 | Published: 30 Sep 2016

SAP

Case Study: Streamlining Customer Service in Dental Care
sponsored by Avaya TSG
WHITE PAPER: This case study examines the strategies one chain of dental practices adopted to streamline its patient service processes, including automated call redirection, reduced call center staff and phone lines, and more.
Posted: 14 Jul 2016 | Published: 14 Jul 2016

Avaya TSG

Healthcare Case Study: Improving Customer Experience and Cost-Efficiency
sponsored by Avaya TSG
WHITE PAPER: In this case study, learn about a global pharmaceutical company improved its customer service and the productivity of its contact center while also achieving significant cost savings in communications.
Posted: 14 Jul 2016 | Published: 31 Dec 2015

Avaya TSG

A Guide to Patient Interaction
sponsored by Avaya TSG
WHITE PAPER: Discover how to enhance the patient experience by automating routine processes and expanding patient interaction outside the hospital. Access now and learn the benefits of proactive outreach, both pretreatment and post-discharge, including fewer preventable readmissions, reduced costs, and more.
Posted: 06 Jul 2016 | Published: 31 Dec 2015

Avaya TSG

Financial Services: Creating the Connected Customer Experience
sponsored by Avaya TSG
WHITE PAPER: Success in the financial services industry means creating a connected customer experience in every interaction, in every part of the institution. This guide walks you through each step and the different roles to be played in creating connected customers.
Posted: 30 Jun 2016 | Published: 30 Jun 2016

Avaya TSG
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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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