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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)
76 - 100 of 409 Matches Previous Page  |  Next Page
How to Create an Effective Social CRM Strategy
sponsored by Microsoft
WHITE PAPER: This insightful white paper reveals proven guidelines for conducting customer experience management using social. Learn from a series of social thought leaders about the practice of social listening and building a social CRM strategy.
Posted: 13 Oct 2015 | Published: 13 Oct 2015

Microsoft

How the Cloud can Drive up Customer Engagement and Let Staff work more Flexibly
sponsored by IP Solutions
WHITE PAPER: In this white paper, you'll learn how the cloud can bring the contact center to your employees and let customers choose when, how and where they want to contact you. Find out how it also allows you to acquire new technologies and channels.
Posted: 30 Sep 2015 | Published: 30 Sep 2015

IP Solutions

Sales Management Strategies: Leading from the Trenches
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: In this expert e-guide, Lauren Horwitz interview Russ Hearl, VP of Global Sales at DoubleDutch, who leads his sales team by example—and has the results to prove that it works. Learn how DoubleDutch grew 200% year over year after implementing more efficient sales practices.
Posted: 25 Sep 2015 | Published: 25 Sep 2015

Oracle Corporation UK Ltd

The Five Drivers of the Successful Modern Sales Force
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: This helpful guide provides 5 drivers of a successful modern sales force. Read on to see how these drivers can 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

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.

Best Practices for Chat Deployments
sponsored by Oracle Corporation
WHITE PAPER: This guide explores multiple best practices for successful chat deployments that can lead the way to a customizable solution for your enterprise. Read on to learn how fine-tuning your chat deployment can increase both customer satisfaction and loyalty, and ultimately increase revenue.
Posted: 10 Sep 2015 | Published: 30 Sep 2013

Oracle Corporation

Give Customers a Choice! Why Organizations Need to Allow Their Customers to Make Their Own Decisions
sponsored by Oracle Corporation
WHITE PAPER: This discussion with Bill Solomon, Vice President of Customer Care for Vonage, describes how leveraging a consistent knowledge base can make it easier to provide specific needs-based knowledge to customers, ultimately allowing them to turn to self-service. Read on to learn how this can both improve your customers' experience and reduce your costs.
Posted: 10 Sep 2015 | Published: 17 Jul 2014

Oracle Corporation

How to Deliver Effective Social Customer Service
sponsored by Oracle Corporation
WHITE PAPER: In this discussion, Scott Landry, Vice President of Global Customer Support at Akamai Technologies, highlights the numerous ways companies can communicate with customers via social media. Read more to learn how you can utilize social media as an effective channel to deliver quality customer support.
Posted: 10 Sep 2015 | Published: 01 Jul 2014

Oracle Corporation

Roadmap to Modern Customer Service
sponsored by Oracle Corporation
WHITE PAPER: This informative document explains what steps to take to ensure success during the three different stages of customer service maturity. Read on to learn how implementing this framework can help you acquire and retain more customers and ultimately drive revenue.
Posted: 10 Sep 2015 | Published: 27 Mar 2014

Oracle Corporation

Top 3 Benefits of Web Self-Service
sponsored by Oracle Corporation
WHITE PAPER: This white paper outlines three main categories of technology to help you get the most out of your self-service online support. Discover how your organization can boost repurchase rates and sales, and decrease inbound calls and emails.
Posted: 02 Sep 2015 | Published: 02 Sep 2015

Oracle Corporation

2015 Guide to Retail Technologies and Strategies
sponsored by IBM
WHITE PAPER: This guide highlights effective approaches for retailers to enhance online and digital customer interactions, as well as identify financially sound business models and growth initiatives. Discover three imperatives organizations must get right and the tools to help them get there.
Posted: 03 Aug 2015 | Published: 30 Jan 2015

IBM

Ultimate Guide to Exceptional Service Delivery
sponsored by ConnectWise
WHITE PAPER: This white paper shares best practices thousands of technology companies, like yours, have used to secure revenue streams via customer service excellence. Read on to see how to centralize service tickets, use resource dispatching, and more.
Posted: 18 Jun 2015 | Published: 18 Jun 2015

ConnectWise

3 Easy Steps to Automating Your Sales Cycle
sponsored by Salesforce.com
WHITE PAPER: This resource explains how you can better understand, streamline, and automate your sales process with a CRM solution customized to meet your team's needs.
Posted: 26 May 2015 | Published: 26 May 2015

Salesforce.com

How to Monitor App Performance in the Hybrid Cloud
sponsored by New Relic
WHITE PAPER: This white paper explores a strategy for monitoring application performance in the hybrid cloud with end-to-end visibility. Read on to discover 5 expert tips.
Posted: 22 Apr 2015 | Published: 22 Apr 2015

New Relic

Case Study: How a Global HR Firm Met Its Contact Center Needs
sponsored by 8x8, Inc.
WHITE PAPER: In this case study, discover how implementing virtual contact centers solved a global firm's contact center issues.
Posted: 20 Apr 2015 | Published: 30 Nov 2013

8x8, Inc.

Cloud-Based Contact Center Technology: 8 Critical Questions to Ask
sponsored by 8x8, Inc.
WHITE PAPER: This guide explores 8 critical criteria for choosing a cloud-based contact center solution. Read on to learn vital questions to ask providers in order to avoid common pitfalls.
Posted: 16 Apr 2015 | Published: 31 Dec 2014

8x8, Inc.

Top 10 Questions to Ask Your Cobrowse Vendor
sponsored by Oracle Corporation
WHITE PAPER: What do you need to know before selecting an online customer service option? Access this helpful white paper ot get 10 questions you should ask your Cobrowse vender to determine whether a web based customer service solution is right for you.
Posted: 10 Mar 2015 | Published: 31 Dec 2014

Oracle Corporation

The Top 10 Benefits of Cobrowse Technology
sponsored by Oracle Corporation
WHITE PAPER: How can you learn more about the benefits of collaborative customer service tools?Access this informative white paper to get 10 benefits you could gain by employing collaborative customer service software. Read now to find out if this collaborative CRM software could be right for your business.
Posted: 09 Mar 2015 | Published: 31 Dec 2014

Oracle Corporation

Empowered Customers Expect More: Oracle vs. Salesforce
sponsored by Oracle Corporation
WHITE PAPER: Learn more about the needs of the empowered consumer and what type of platforms are available to help you foster outstanding customer service. Read on to get an in-depth comparison of leading CRM systems, Oracle and Salesforce.
Posted: 27 Feb 2015 | Published: 27 Feb 2015

Oracle Corporation

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
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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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