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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)
76 - 100 of 387 Matches Previous Page  | Next Page
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

Does Workforce Management Automation Always Lead to Satisfaction?
sponsored by Workforce Software
WHITE PAPER: This report highlights recent survey results revealing some unexpected links between the extent of automated workforce management systems and user satisfaction.
Posted: 04 Jun 2014 | Published: 20 Mar 2014

Workforce Software

Intelligent Information: Improving the Customer Experience - AIIM White Paper
sponsored by Kodak
WHITE PAPER: View this research report to learn why transactional improvements such as better process automation to speed up processes and reduce costs are important, but a coordinated and consistent customer experience is seen as a major competitive factor.
Posted: 16 May 2014 | Published: 31 Dec 2013

Kodak

Creating Intelligent Customer Service Experiences
sponsored by Kodak
WHITE PAPER: This informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.
Posted: 14 May 2014 | Published: 31 Jan 2014

Kodak

Improve Customer Experience through Personalization
sponsored by Hewlett-Packard Company
WHITE PAPER: In this white paper, discover the key to improving the customer experience, how it can be made easy, and where to start.
Posted: 30 Apr 2014 | Published: 29 Apr 2014

Hewlett-Packard Company

Close the Omni-channel Customer Experience Gap
sponsored by IBM
WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
Posted: 20 Mar 2014 | Published: 31 Aug 2013

IBM

Leverage Security Intelligence for Retail
sponsored by IBM
WHITE PAPER: This informative solution brief highlights the challenges and potential solutions that can be implemented to help embrace mobile customers, protect payment and personal data and deliver a secure shopping experience.
Posted: 06 Mar 2014 | Published: 31 Oct 2013

IBM

Taking Advantage of Transformational Mobile Technologies in Retail
sponsored by Hewlett-Packard Company
WHITE PAPER: View this brief resource for key information on how mobility has changed the way of growing retail business by enabling improved consumer-business interaction. Click now to see how to get started with a mobile planning strategy.
Posted: 27 Jan 2014 | Published: 31 Jan 2013

Hewlett-Packard Company

From Mobile Interaction to Retailer Revenue
sponsored by Hewlett-Packard Company
WHITE PAPER: This white paper highlights the business opportunity that mobility brings for retailers. Click now to see why retailers must capitalize on mobile technology to build better customer experiences and drive sales in a continuously changing market.
Posted: 27 Jan 2014 | Published: 30 Apr 2013

Hewlett-Packard Company

A Leap Forward for Retail Banking
sponsored by Hewlett-Packard Company
WHITE PAPER: Access this brief resource to learn about the evolution of retail bank branches, and why automation, speed, and security are critical factors in improving customer relationships and driving sales.
Posted: 27 Jan 2014 | Published: 27 Jan 2014

Hewlett-Packard Company

Targeted Customer Experiences Across All Channels
sponsored by Hewlett-Packard Company
WHITE PAPER: Access this valuable to uncover emerging technology channels you can leverage to further develop customer relationships and increase sales. Click now to explore a solution that uses analytics, social media, and web content to deduce and improve user experiences.
Posted: 23 Jan 2014 | Published: 04 Apr 2013

Hewlett-Packard Company

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

How Are DDoS Attacks Evolving?
sponsored by Neustar®
WHITE PAPER: This resource highlights the top 8 changes in distributed denial of service (DDoS) attacks that most organizations aren't ready to defend against.
Posted: 05 May 2014 | Published: 05 May 2014

Neustar®

Revamp Retail Transactions with Omni-Channel Technology
sponsored by Toshiba
WHITE PAPER: Read this exclusive white paper now to find out the differences between omni-channel and multi-channel technologies, as well as which more is more highly recommended.
Posted: 05 May 2014 | Published: 31 Jan 2014

Toshiba

Verity Credit Union Streamlines Application Access, Reduces Helpdesk Costs and Improves Customer Service
sponsored by Imprivata
WHITE PAPER: This case study shares one credit union's experience with an authentication solution that helped it efficiently manage user access across all applications without hindering productivity or adding costs.
Posted: 11 Apr 2014 | Published: 28 Feb 2010

Imprivata

Automate Your Business Processes with the Digital Mailroom
sponsored by Kofax, Inc.
WHITE PAPER: Check out this exclusive white paper to uncover the tool capable of transforming documentation reception and processing into a more efficient "digital mailroom", so you can improve customer service, reduce costs and more.
Posted: 03 Apr 2014 | Published: 31 Dec 2013

Kofax, Inc.

Meeting Customers Where They Are With Dynamic, Real-Time Mobile Engagement
sponsored by Kofax, Inc.
WHITE PAPER: This white paper to highlights a mobile engagement and analytics platform equipped with all the necessities to provide comprehensive, real-time self-service capabilities, ensure a top-notch customer experience.
Posted: 03 Apr 2014 | Published: 31 Jan 2014

Kofax, Inc.

Seven Ways to Make the First Mile of Business Smarter
sponsored by Kofax, Inc.
WHITE PAPER: Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter.
Posted: 03 Apr 2014 | Published: 31 Dec 2013

Kofax, Inc.

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

3 Smart Moves That Slash Intermodal Costs
sponsored by Quintiq
WHITE PAPER: Even with near limitless intermodal options, planners typically fall back on familiar routes and patterns – regardless of whether or not there's a better way to operate. Fortunately, this resource lays out three smart moves that slash intermodal costs while delivering real planning transparency.
Posted: 31 Mar 2014 | Published: 31 Mar 2014

Quintiq

Consult the new dictionary for customer experience KPIs
sponsored by Oracle Corporation
WHITE PAPER: This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.
Posted: 27 Mar 2014 | Published: 30 Sep 2012

Oracle Corporation

Google+ Guide
sponsored by Oracle Corporation
WHITE PAPER: This guide explores some best practices for utilizing Google+ as an effective user engagement strategy.
Posted: 27 Mar 2014 | Published: 31 Dec 2013

Oracle Corporation

Choosing the Perfect Customer Support App
sponsored by Desk.com (A Salesforce Company)
WHITE PAPER: This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.
Posted: 05 Mar 2014 | Published: 05 Mar 2014

Desk.com (A Salesforce Company)
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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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