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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
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Multi-Channel Customer Communications in a Digital World: Engage Successfully
sponsored by Kofax, Inc.
PODCAST: IT departments today face the challenge of moving away from traditional batch print processes to interactive and on-demand communications that will meet customer expectations and those of internal stakeholders. In this podcast you will learn the benefits of effectively engaging across multi-channels.
Posted: 04 Feb 2016 | Premiered: Jan 14, 2016

Kofax, Inc.

Multi-Channel Customer Communications in a Digital World: Engage Successfully
sponsored by Kofax, Inc.
WEBCAST: IT departments today face the challenge of moving away from traditional batch print processes to interactive and on-demand communications that will meet customer expectations and those of internal stakeholders. In this webinar you will learn the benefits of effectively engaging across multi-channels.
Posted: 04 Feb 2016 | Premiered: Jan 14, 2016

Kofax, Inc.

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

Assessing the Benefits of Social and Cloud-based CRM Tools
sponsored by Microsoft
EGUIDE: Do the cloud and CRM go hand in hand? Most will argue yes. In this expert e-guide, tap into advantages of CRM in the cloud, how technology company Shuttle Cloud uses cloud tools to manage customers, organize sales leads and for hiring internally, and gain tips for making social CRM tools work effectively in your organization.
Posted: 02 Feb 2016 | Published: 01 Feb 2016

Microsoft

Expert Tips for Social CRM: Why Companies Are Pinning Their Hopes on Pinterest
sponsored by Microsoft
EGUIDE: Learn 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 also 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

Case Study: Real-time Call Center Monitoring
sponsored by Impetus Technologies, Inc.
CASE STUDY: Discover how a leading telecommunications company improved contact center performance with problem resolution metrics to increase customer satisfaction and customer retention rates.
Posted: 01 Feb 2016 | Published: 28 Feb 2015

Impetus Technologies, Inc.

Interactive Voice Response Case Study: A Customer Self-Service Strategy for a Leading Home Shopping Company
sponsored by Aspect
WHITE PAPER: Learn how one home shopping company leveraged interactive voice response and was able to shed their dated and inflexible infrastructure and meet their customers' expectations.
Posted: 29 Jan 2016 | Published: 31 Dec 2015

Aspect

Engage & Inspire Customers with a Limitless Storefront
sponsored by Oracle Corporation
WHITE PAPER: This resource describes a cloud storefront strategy that can help you customize and deploy your storefront without sacrificing features or control, implement regular upgrades, show customers relevant content and promotions, and more.
Posted: 29 Jan 2016 | Published: 29 Jan 2016

Oracle Corporation

Virtual Agent Success Stories: One Year Later
sponsored by 24/7 Customer
WHITE PAPER: In this paper containing 4 case studies, you will learn the proper path to achieve digital self-service deployment success by using a virtual agent. Read on to scale your self-service experience as your customer base grows.
Posted: 29 Jan 2016 | Published: 31 Dec 2015


Stayin' Alive: Meet the Web-Aware IVR
sponsored by 24/7 Customer
WHITE PAPER: In this paper, you will learn why IVRs still play a vital role in helping both customers and enterprises exceed their service goals, and discover how you can transform your IVRs to be web-aware. Access 4 key factors for successful web-aware IVR deployment and orchestrate service across all channels.
Posted: 29 Jan 2016 | Published: 31 Dec 2015


Where to Place Your CX Bets in 2016
sponsored by 24/7 Customer
WHITE PAPER: In this paper, you will discover how to accelerate your CX projects' time-to-value by utilizing the latest in digital technology investments, and access 5 expert tips for digital CX. Read on to foster superior customer experience in your enterprise by honoring the mobile experience.
Posted: 29 Jan 2016 | Published: 29 Jan 2016


7 Keys to Delivering a Rock Star Customer Service Experience
sponsored by 24/7 Customer
WHITE PAPER: In this resource, you will learn the 7 keys to delivering a stellar customer service experience that will differentiate your digital self-service from your competitors. Read on to refine your experience management and learn how to ensure live support options easy to find, and more.
Posted: 28 Jan 2016 | Published: 28 Jan 2016


Facebook Messenger: Engage Your Customers Where They Are
sponsored by 24/7 Customer
WHITE PAPER: In this white paper, you will discover the top 3 benefits gained from engaging your customers via Facebook Messenger. Access this paper to integrate Messenger into your customer interactions to engage them on a deeper level and integrate Messenger with your customer's ecommerce journey.
Posted: 28 Jan 2016 | Published: 28 Jan 2016


Strategic Considerations When Building Customer Service for The Next Decade
sponsored by Microsoft
WHITE PAPER: How can organizations keep up with today's mercurial customer service landscape? Access this white paper to uncover a practical approach to creating a customer service strategy while considering the issues that affect customer service today and for the next few years
Posted: 28 Jan 2016 | Published: 30 Nov 2015

Microsoft

The Omnichannel Dilemma: Everyone Wants It, But How Do You Start?
sponsored by 24/7 Customer
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


Enabling New Levels of Customer Engagement with Predictive Analytics
sponsored by IBM
WHITE PAPER: In this white paper you will learn how the financial industry is benefitting from advances in analytic targeting. Click through now to explore how bankers are gaining deeper insights into consumers to create personalized, rewarding experiences for digital-savvy customers.
Posted: 26 Jan 2016 | Published: 26 Jan 2016

IBM

Amore Pacific
sponsored by IBM
CASE STUDY: Access this case study to discover how AmorePacific was able to harness the power of statistical analysis and predictive modeling to tailor messages and improve customer retention with their existing database information.
Posted: 22 Jan 2016 | Published: 31 Dec 2014

IBM

Hug Your Haters: A Conversation About Social Customer Service With Jay Baer
sponsored by Oracle Corporation
JOURNAL ARTICLE: This exclusive interview with best-selling author and CEO of Convince & Convert, Jay Baer, discusses how social customer service will change the future of business. Read on to see why providing engaging social customer service is key to maintaining current customer relationships and gaining new ones.
Posted: 22 Jan 2016 | Published: 30 Sep 2015

Oracle Corporation

7 Requirements For Effective Customer Communication Management
sponsored by Kofax from Lexmark
WHITE PAPER: You need a customer communications management (CCM) approach that aligns with the customer's need for on-demand communication. This resource provides a seven-point checklist to help you choose the right CCM strategy for your business.
Posted: 20 Jan 2016 | Published: 20 Jan 2016

Kofax from Lexmark

Buyer's Guide: Optimize Your Customer Engagement with CCM
sponsored by Kofax from Lexmark
WHITE PAPER: A customer communications management (CCM) solution helps you manage increasingly digital and diverse customer interaction. Access this informative resource to see an evaluation checklist that'll tell you the 7 core requirements to look for in a CCM solution.
Posted: 15 Jan 2016 | Published: 31 Dec 2015

Kofax from Lexmark

Case Study: How an Insurance Company Took Control of Customer Communication
sponsored by Kofax from Lexmark
CASE STUDY: Access this case study to learn how a major insurance company ensured their business agility by introducing a centralized customer communications platform that enabled them to manage both electronic and paper documents from a single point of control.
Posted: 14 Jan 2016 | Published: 31 Dec 2015

Kofax from Lexmark

CCM: Connecting Customers to a Deeper Conversation
sponsored by Kofax from Lexmark
WHITE PAPER: Customer communications management empowers you to easily engage with customers across multiple delivery channels. Access this helpful resource to learn more about passive and active multi-channeling and to discover the top 3 benefits of each approach.
Posted: 13 Jan 2016 | Published: 31 Dec 2015

Kofax from Lexmark

Social Engagement for your Customer Experience Management: An Overview
sponsored by Microsoft
PRODUCT OVERVIEW: In this resource, you will learn how to assist your teams in connecting with customers, prospects, and partners on social media via Microsoft Dynamics CRM. Read on now to find new social insights about your brand, products, and services to maximize engagement.
Posted: 31 Dec 2015 | Published: 31 Dec 2015

Microsoft

Exceed Your Customer Expectations with Actionable Consumer Insights
sponsored by Avaya
VIDEO: In this video, you will learn from CEM experts three simple and effective steps to transform your customer service. Tune in now to learn how to achieve enterprise-wide engagement by quickly addressing your customers' requirements, and highlight actionable insights for your business.
Posted: 29 Dec 2015 | Premiered: 20 Nov 2015

Avaya

7 Requirements For Effective Customer Experience Management
sponsored by Kofax, Inc.
WHITE PAPER: In this white paper, learn how communication management software (CCM) can optimize scheduled and ad-hoc customer communications. Additionally, see 7 questions to ask before adopting CCM.
Posted: 14 Dec 2015 | Published: 14 Dec 2015

Kofax, Inc.
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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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