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| Business of Information Technology > Business Processes > |
Customer Service
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ALSO CALLED: IT Customer Support and 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
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Bringing Personalized Financial Services to Farmers
| sponsored by Cisco Systems, Inc.
VIDEOCAST:
In this case study read how MidAtlantic Farm Credit, a financing company for agribusiness and rural homeowners, utilized Cisco Unified CallConnector for Microsoft Dynamics CRM to provide a 360-degree view of customer information to every employee.
Posted: 19 Jun 2008 | Premiered: 19 Jun 2008
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Avoiding Data Integration Pitfalls
| sponsored by Pitney Bowes Group 1 Software
WEBCAST:
In this Webcast, featured speaker Michael Czerniawski of
System's Evolution, Inc. (SEI), discusses data integration pitfalls and
will provide you the five keys to getting the information you need now.
Posted: 13 May 2008 | Premiered: Available On Demand
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Speech Analytics - Best Practices and Customer Case Studies
| sponsored by Verint Witness Actionable Solutions
WEBCAST:
This webcast explains speech analytics, a tool that gives organization the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: 03 Apr 2008 | Premiered: Available On Demand
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World-Class Customer Care: Dr. Janelle Barlow, Author of "Branded Customer Service", and Business-guru Michael Gerber Share Their Insights.
| sponsored by Cisco Systems, Inc.
PODCAST:
Dr. Janelle Barlow of "Branded Customer Service: The New Competitive Edge", shows how to provide world-class customer care and business-guru Michael Gerber explains how to provide a customized product through a standardized process.
Posted: 10 Mar 2008 | Premiered: 07 Mar 2008
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Intelligent Call Handling - Optio Improves Customer Responsiveness
| sponsored by Cisco Systems, Inc.
WEBCAST:
Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations.
Posted: 22 Feb 2008 | Premiered: Available On Demand
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Oracle Advanced Customer Services: Solution Support Center
| sponsored by Oracle Corporation
WEBCAST:
The Oracle Solution Support Center, Oracle's most comprehensive Advanced Customer Service, is the best way to protect mission-critical operations and drive business success.
Posted: 18 Feb 2008 | Premiered: Available On Demand
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Zero to Five: A Stepwise Progression for MDM and Data Governance
| sponsored by DataFlux Corporation
WEBCAST:
This webcast will describe the evolution of Master Data Management (MDM). Explore the various levels of MDM functionality, how they build on one another, and how MDM maturity accelerates data governance maturity.
Posted: 05 Dec 2007 | Premiered: Available On Demand
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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.
Customer Service definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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