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Customer Interaction Services

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ALSO CALLED: CIS, Customer Relations
DEFINITION: In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology  … 
Definition continues below.
Customer Interaction Services Reports
1 - 25 of 257 Matches Previous Page  |  Next Page
Customer Engagement: From Interactions to Relationships
sponsored by Avaya
WHITE PAPER: Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives' agendas. This Aberdeen report details how "best-in-class" firms are achieving greater customer retention and annual growth as a result. Discover more in the report now.
Posted: 20 Jun 2016 | Published: 31 Mar 2015

Avaya

Service On-Demand: Diving into the Future of Customer Service
sponsored by Genesys
WHITE PAPER: Discover in this report the on-demand, omnichannel customer self-service model your organization should consider when accommodating consumers in the APAC region. Read on to additionally discover 4 next steps for on-demand leaders, advising to embrace disruption and the new age of customer self-service.
Posted: 20 Jun 2016 | Published: 20 Jun 2016

Genesys

Where is Healthcare Customer Experience Heading?
sponsored by [24]7 Customer, Inc.
WHITE PAPER: What will the future of healthcare customer experience management (CEM) look like given today's trends toward digitization? Examine 5 key predictions for the future of CEM in healthcare, based on current trends and changing perceptions of consumer experiences.
Posted: 01 Jun 2016 | Published: 01 Jun 2016

[24]7 Customer, Inc.

Executive Report: Preferences of Today's Connected Consumers
sponsored by IBM
WHITE PAPER: With so many digital channels available for consumers to use, how can retailers provide seamless experiences across every touch point for each individual customer? This report reveals the expectations and preferences of today's hyper-connected customers. Explore crucial recommendations on how to enhance experiences with customer data.
Posted: 31 May 2016 | Published: 31 May 2015

IBM

Self-Service 2016: Is It Time to Appoint an Omnichannel Guru?
sponsored by Genesys
WEBCAST: Discover how omnichannel customer engagement will change the way you offer self-service and interact with your customers. Learn about Irish telecom company eir's journey to delivering a great customer experience through personalization.
Posted: 15 Apr 2016 | Premiered: May 4, 2016

Genesys

Exclusive Download: 360-Degree View of your Customers
sponsored by TechTarget
RESOURCE: Getting customer information in one place is proving to be a painful task for companies. But customers don't like supplying the same information to different departments-- and they're losing patience. Better CRM practices can help. Find out more in our exclusive e-guide, Seeking the Elusive 360-Degree View.
Posted: 15 Apr 2016 | Published: 15 Apr 2016

TechTarget

Positioning Your Hospitality Cloud to Deliver the Next-Generation Hotel Guest Experience
sponsored by Mitel Networks Limited
WHITE PAPER: Discover in this paper how to leverage the power of the cloud to integrate your existing voice services with hospitality applications and workflows, in order to revolutionize the way you manage operations and staff.
Posted: 12 Apr 2016 | Published: 31 Dec 2015

Mitel Networks Limited

Digital Customer Experience Success Stories
sponsored by Mitel Networks Limited
CASE STUDY: Customers demand outstanding convenient service on any platform. Discover how other businesses are catering to their needs by downloading this case study now.
Posted: 25 Mar 2016 | Published: 25 Mar 2016

Mitel Networks Limited

Omni-Channel Retail Execution Platforms for Now and the Future
sponsored by Telecity
WHITE PAPER: Download this white paper to define the why, what, who, and how of building omni-channel retail execution platforms. Discover what will enable your retail organization to provide customers their next "best experience."
Posted: 11 Mar 2016 | Published: 31 Dec 2015


3 Must-Haves to Improve Sales Performance
sponsored by Microsoft
WEBCAST: Are your sales processes and CRM strategies up to par? Discover the three must-have keys to optimize sales performance and drive revenue. Learn about the three levels of sales performance to see how your enterprise measures up.
Posted: 03 Mar 2016 | Premiered: Mar 3, 2016

Microsoft

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
WHITE PAPER: Where are your customers and what are they doing? Download this white paper now to learn more about the omnichannel revolution. Read on to discover how you can optimize your workforce to effectively serve customers on any channel.
Posted: 18 Feb 2016 | Published: 31 Dec 2015

Genesys

Five Capabilities to Look For In a Customer Experience Platform
sponsored by Genesys
WHITE PAPER: In this white paper you will learn how you can choose the right technology to design and orchestrate your customer engagement to deliver on customer expectations while simultaneously addressing your company needs.
Posted: 16 Feb 2016 | Published: 31 Dec 2015

Genesys

Best practices for a seamless Omnichannel Customer Experience
sponsored by Genesys
WHITE PAPER: It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values. Download this white paper now to uncover six best practices to help you design and implement that experience.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Genesys

5 Critical Requirements For a Future Ready Contact Center
sponsored by Genesys
EBOOK: Is your contact center future-ready? In this e-book you will learn how to deliver an effortless customer experience across multiple channels.
Posted: 11 Feb 2016 | Published: 31 Dec 2014

Genesys

How Banorte Offers Tailor-Made Customer Service
sponsored by IBM
VIDEO: This video describes the strategy that financial group Banorte used to centralize and organize their customer data, leading to faster data delivery. Learn how they were able to generate offers tailored to each client more quickly.
Posted: 03 Feb 2016 | Premiered: 23 Jan 2015

IBM

Where to Place Your CX Bets in 2016
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Discover how to accelerate your customer experience (CX) projects' time-to-value by utilizing the latest in digital technology investments, and access 5 expert tips for digital CX. Read on for insights on fostering superior customer experience in your enterprise by honoring the mobile experience.
Posted: 29 Jan 2016 | Published: 29 Jan 2016

[24]7 Customer, Inc.

7 Keys to Delivering a Rock Star Customer Service Experience
sponsored by [24]7 Customer, Inc.
WHITE PAPER: In this resource, you will learn 7 keys to delivering a stellar customer service experience that can differentiate your digital self-service capabilities from your competitors.
Posted: 28 Jan 2016 | Published: 28 Jan 2016

[24]7 Customer, Inc.

The Omnichannel Dilemma: Everyone Wants It, But How Do You Start?
sponsored by [24]7 Customer, Inc.
WHITE PAPER: This report discusses the challenges of rolling out an omnichannel framework and delivers 5 action tips for designing a successful strategy.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7 Customer, Inc.

Reaching New Heights in Omnichannel Customer Service
sponsored by Zendesk
EGUIDE: This e-guide offers expert advice for creating a successful omnichannel customer experience by utilizing a unified user interface (UI), service clouds, self-service tools, and more. You'll also learn how to implement a unified contact record for customer interactions so that you can create a consistent, satisfying experience for your customers.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
EGUIDE: The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

The American Cancer Society's Multichannel Engagement Strategy Success Story
sponsored by Oracle Corporation
EGUIDE: In this e-guide, you will discover how the American Cancer Society's leadership is implementing a sophisticated multichannel engagement strategy to reach all those passionate about their cause. Download now to uncover how this strategy could be useful in helping your organization create meaningful multichannel engagement with your customers.
Posted: 23 Feb 2016 | Published: 17 Feb 2016

Oracle Corporation

Six Signs Your Customer Service Strategy Is Broken
sponsored by Oracle Corporation
EGUIDE: In the "age of the customer" business leaders and decision makers are focusing more than ever on designing customer experiences to attract, engage, and retain finicky consumers. This white paper aims to help CIO's achieve this goal by training them to recognize 6 ineffective customer service strategies.
Posted: 23 Feb 2016 | Published: 16 Feb 2016

Oracle Corporation

Driving multichannel engagement with the voice of the customer
sponsored by Oracle Corporation
EGUIDE: In this e-guide you will learn how the right infrastructure can allow your marketers to harness your existing data to create seamless, integrated experiences for your customers on any channel.
Posted: 23 Feb 2016 | Published: 16 Feb 2016

Oracle Corporation

The Business Benefits of Managing Cyber Risk and Minimizing Unnecessary Data
sponsored by UnitedLex
EGUIDE: Cyber risk management is becoming an increasingly important area of concern as company directors' realize the limitations of insurance. How can you address this risk and instill confidence in your customer engagement? Find out how to enhance your cyber risk management using 4 key strategies.
Posted: 18 Feb 2016 | Published: 16 Feb 2016

UnitedLex

Expert Tips for Social CRM: Why Companies Are Pinning Their Hopes on Pinterest
sponsored by Microsoft
EGUIDE: Discover how you can formulate a winning social CRM strategy, and knock your customers' expectations out of the park. Tap into why Pinterest is piquing the interest of businesses and get an exclusive look at how MLB teams engage with their customers via personalized mobile updates.
Posted: 02 Feb 2016 | Published: 01 Feb 2016

Microsoft
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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology to interact with customers by telephone, fax, e-mail, and chat. In retail e-commerce, chat is promoted as being a cost-effective way to add personalization and social interaction to the online shopping experience as well as being a way to provide immediate responses to customer questions.

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