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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
26 - 50 of 282 Matches Previous Page  |  Next Page
On the Radar: How Cxense Can Be Used For a Customized User Experience
sponsored by Cxense
PRODUCT LITERATURE: There are major benefits to offering a personalized CX: Higher customer satisfaction, an increase in retention, and greater value from marketing efforts, just to name a few. But the right tool is necessary to reap these benefits. Learn about how Cxense's data management platform can help you institute greater personalization for your users.
Posted: 30 Aug 2017 | Published: 20 Apr 2017

Cxense

Recurring Customer & Billing Management: 9-Vendor Comparison Report
sponsored by Zuora, Inc
RESEARCH CONTENT: Companies focus on building relationships ... not just transactions. To support a business change in this direction, 40% of global decision makers said they needed adopt new technology. Enter the recurring customer & billing management platform. In this Forrester Research report, uncover the 9 most significant vendors.
Posted: 29 Aug 2017 | Published: 31 Jul 2017

Zuora, Inc

The State of Support Services 2017
sponsored by LogMeIn Rescue
RESEARCH CONTENT: In this research report by the Technology Services Industry Association, learn the current state of customer support services, including 4 strategy elements of the current customer support transformation 4 key phases of the customer lifecycle and the engagement channel that brings the most customer satisfaction.
Posted: 24 Aug 2017 | Published: 14 Feb 2017

LogMeIn Rescue

Gatwick Airport Improves Passenger Experience, Enhances Airport Operations Efficiency
sponsored by Splunk Services UK Ltd
CASE STUDY: In this case study, learn how Gatwick Airport in London used Splunk Cloud to improve the passenger experience, predict the customer flow, and increase visibility.
Posted: 23 Aug 2017 | Published: 23 Aug 2017

Splunk Services UK Ltd

The New Rules For Skills-Based Routing to Improve Your Customer Experience
sponsored by Mitel Networks Limited
VIDEO: Skills-based routing has been around for a long time, but now it has evolved to the point where it has become a key differentiator for contact centers looking to enhance their customer experiences. Learn how to redefine skills-based routing to filter interactions with customers via calls, email, web chat, and SMS.
Posted: 10 Aug 2017 | Premiered: 27 Jul 2017

Mitel Networks Limited

5 Steps to Automate Website and Social Media Monitoring for Lenders
sponsored by Smarsh
WHITE PAPER: Social media and modern website marketing have changed how lenders grow their business. With no room for error, how can you keep your marketing engines revving while you stay on course with the regulators? The key to success is automation. Inside, learn the 5 steps for lenders to automate website and social media monitoring.
Posted: 20 Jun 2017 | Published: 20 Jun 2017

Smarsh

The Public Sector Guide to Social Media Strategy and Policy
sponsored by Smarsh
RESOURCE: This guide outlines some practical steps you can take to develop a social media strategy and policy to help gain the maximum value from your online efforts.
Posted: 15 Jun 2017 | Published: 15 Jun 2017

Smarsh

Creating a Connected Customer Experience: Best Practices & Industry Analysis Report
sponsored by MuleSoft
RESEARCH CONTENT: Customer experience is more important than ever. Increasing numbers of businesses see customer experience as the key battleground, where fortunes can be made or lost. In this research report, discover a number of best practices and barriers to consider when connecting your customer experience to deliver a seamless experience.
Posted: 09 Jun 2017 | Published: 09 Jun 2017

MuleSoft

Take Customer Engagement to New Heights
sponsored by Salesforce
EBOOK: In this e-book, learn how CareFirst BlueCross BlueShield and American Addiction Centers are taking the patient experience to the next level and transforming healthcare service.
Posted: 01 Jun 2017 | Published: 01 Jun 2017

Salesforce

Digital ecosystem business models are consolidating – move quickly!
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This analysis from MIT's Centre for Information Systems Research explains why businesses need to move quickly to take advantage of digital technology.
Posted: 26 May 2017 | Published: 26 May 2017

ComputerWeekly.com

The Retailer's Blueprint For Success: Enabling Great Customer Experiences
sponsored by NetSuite
WHITE PAPER: Today, the consumer is in the driver's seat. They expect information and products from multiple channels at any time – leading retail and commerce to adopt omnichannel approaches to CX. Inside, learn the challenges retailers are up against, 5 pillars of building a unified CX, and receive an overview of NetSuite's business system.
Posted: 23 May 2017 | Published: 23 May 2017

NetSuite

Understand The Power Of The Data Management Platform (DMP)
sponsored by Cxense
WHITE PAPER: Managing and putting data to work is one of the biggest challenges publishers face in the digital age. Data is black gold for publishers, but they require both technology and know-how to refine it – which is why using a data management platform (DMP) can help. Inside, learn how to deploy and successfully use a DMP to be more audience-data savvy.
Posted: 10 May 2017 | Published: 10 May 2017

Cxense

Customer Experience Leader DirecTV Modernizes to Maintain Their Lead
sponsored by Capriza
CASE STUDY: In this concise case study, learn how DirecTV decided on a mobile app that streamlined processes by enabling real time box activation.
Posted: 20 Apr 2017 | Published: 30 Dec 2016

Capriza

10 Rules For An Efficient Contact Center
sponsored by West UC
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

Why Your Contact Center Needs Closer Integration With Marketing
sponsored by West UC
WHITE PAPER: Customer experience and engagement are the newest concerns of the modern marketer, having traditionally been the area of the contact center. But while marketing is embracing a customer-centric, multichannel universe, the contact center is lagging behind. Learn why your contact center needs closer integration with marketing, and how to achieve it.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

10 Hidden Costs of Quoting with Spreadsheets
sponsored by TechData - Connectwise
WHITE PAPER: Many companies shy away from investing in a professional quote and proposal automation platform because they think it's too expensive, or that spreadsheets are just as good. Unfortunately, spreadsheets weren't designed with quoting in mind. Learn about the 10 hidden costs of quoting with spreadsheets, so you won't get caught off guard.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

TechData - Connectwise

Converting The Customer Experience Into Revenue
sponsored by West UC
RESEARCH CONTENT: Good customer service means good business. In this research report, learn about the customer experience considerations at each stage of the buying cycle, from the moment consumers first become aware of your organization or a need for your products to generating loyalty to create repeat business.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

West UC

Case Study: How Atom Bank Used CEM To Become The UK's First All-Digital Bank
sponsored by Genesys
VIDEO: In the digital age, it's become necessary for businesses to constantly rework and reimagine how they interact with their customers. In this case study, learn how Atom Bank became the UK's first all-digital bank. Discover how customer experience technology was implemented to allow customers to communicate using voice, chat, email or social media.
Posted: 27 Feb 2017 | Premiered: 27 Feb 2017

Genesys

How To Help Your Contact Center and Keep Customers Happy
sponsored by Genesys
PRODUCT OVERVIEW: The ability to manage interactions across channels as a single, coherent conversation is key to keeping your customers engaged and happy. In this product overview, learn about how Conversation Manager from Genesys, a customer experience management platform, can help your contact center.
Posted: 24 Feb 2017 | Published: 24 Feb 2017

Genesys

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

On-Demand Webinar: 5 Steps to Eliminate Your Legacy Contact Center
sponsored by Genesys
VIDEO: If you're ready to make a change, consider a switch to an omnichannel approach and gain the immediate benefits, while paving the path for continued success. Register for this on-demand webinar, where you will learn key considerations and best practices to help you with your omnichannel plan.
Posted: 24 Apr 2017 | Premiered: 24 Apr 2017

Genesys

A Quick Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: 80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

ServiceNow

Delivering a Digital Customer Experience for Today's Mobile Consumer
sponsored by Mitel Networks Limited
WHITE PAPER: Customer experience is a key differentiator in today's ultra-competitive environment. To have a competitive advantage, your company needs to have flexible interaction with your customers. Learn 7 steps for creating a successful digital customer experience.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

6 Ways Your EMR Is Coming Up Short and How CRM Can Help
sponsored by Microsoft
RESOURCE: Electronic medical records (EMRs) are great for documentation, but in a value-based care model, that's not enough. Access this infographic to learn 6 ways that customer relationship management (CRM) software is able to engage patients where EMRs don't deliver.
Posted: 27 Jan 2017 | Published: 30 Dec 2016

Microsoft

Is Online Video Chat the Path to a Personalized Customer Experience?
sponsored by BoldChat - LogMeIn
EGUIDE: In this expert e-guide, customer experience pro Scott Sachs, President of SJS Solutions LLC, examines the maturation of online video chat as an effective tool in contact centers. Discover tips for architecting personalized customer journeys, and learn how to address some of the challenges of video-based customer service.
Posted: 16 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn
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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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