Customer Service White Papers ( IT Customer Support, Customer Support ) Software Downloads, Definition and Webcasts

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May 16, 2012

Business of Information Technology > Business Processes >
Customer Service
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 Service Reports
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Customer Experience Exchange E-Zine: Taking a swing at social CRM sponsored by SearchCRM EZINE: This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments. Posted: 16 May 2012 \| Published: 16 May 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Retention \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Social Computing \| Social Networking \| Web 2.0

Building the Contact Center of the Future sponsored by inContact WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices

Defining the 21st Century salesperson sponsored by SAP America, Inc. WHITE PAPER: This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: B2B \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Sales \| Sales Force Automation \| Sales Representatives

SearchCRM.com E-Guide: Real-world mobile CRM case studies sponsored by SAP America, Inc. EGUIDE: This expert e-guide looks at two real world case studies of how businesses used mobile technology to improve CRM. Posted: 10 May 2012 \| Published: 10 May 2012 TOPICS: CRM \| CRM Software \| Customer Service \| Mobile CRM \| Mobile Device Management \| Smart Phones \| Tablet PC

SearchCRM.com E-Guide: Optimizing the customer experience with CRM sponsored by SAP America, Inc. EGUIDE: This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions. Posted: 09 May 2012 \| Published: 09 May 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service

Prevent Downtime with Proactive Support Services sponsored by Hewlett-Packard Company WHITE PAPER: Access this white paper to discover the best ways to monitor your IT systems and prevent problems, like downtime, before they occur. Learn about support services that provide proactive care that allows you to resolve hardware and software issues more effectively. Posted: 09 May 2012 \| Published: 09 May 2012 TOPICS: Customer Service \| Customer Support Software \| Downtime \| Hardware \| High Availability \| Security \| Security Best Practices \| Software \| Virtualization Security

IT Companies grow using GFI MAX Remote Management system sponsored by GFI MAX WHITE PAPER: Access this white paper to learn process of moving from a break/fix model to managed services. Discover how managed services can provide your organization with stable revenue and opportunity for growth. Posted: 07 May 2012 \| Published: 07 May 2012 TOPICS: Channel Management \| Channel Management Software \| Customer Service \| Customer Service Best Practices \| IT Best Practices \| IT Management \| IT Management Services \| IT Service Management \| Management Service Providers

Improving IT help desk services with vendor support sponsored by ConnectWise EGUIDE: Access this expert e-guide to discover strategies to improve IT help desk services with vendor support. Inside, learn to respond efficiently to increased customer demand. Posted: 01 May 2012 \| Published: 01 May 2012 TOPICS: Channel Management \| Customer Service \| Help Desk Management \| Help Desk Management Services \| Help Desks

Remote Monitoring and Management: The Key to Proactive, Efficient IT Service Delivery sponsored by LabTech WHITE PAPER: Access this resource to discover the valuable uses of remote monitoring and management. Learn how to provide your customers with better service while also increasing efficiency. Posted: 27 Apr 2012 \| Published: 27 Apr 2012 TOPICS: Channel Management \| Channel Management Software \| Customer Service \| Customer Service Best Practices \| Remote Network Management \| Remote Support Services

Top 10 Considerations for Selecting the Right RMM Solution sponsored by LabTech WHITE PAPER: Access this white paper for the top ten considerations for selecting a remote monitoring and management solution that will streamline management processes to allow for business growth while also increasing services levels. Posted: 27 Apr 2012 \| Published: 27 Apr 2012 TOPICS: Channel Management \| Channel Management Software \| Customer Service \| Customer Service Best Practices \| Management Service Providers \| Remote Computing \| Remote Support Services

The Future of Loyalty sponsored by SAP America, Inc. WHITE PAPER: Read this paper to learn how the changing face of customer loyalty is affecting retailers now and in the future. Learn how to gain advantage from more adept use of technology and data, and the importance of effective customer insight to stay attuned to fast-changing customer behavior and sentiments. Posted: 27 Apr 2012 \| Published: 27 Apr 2012 TOPICS: CRM \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs \| Retail Channels

Cloud Provider’s Wish List: The Need for Management and Reporting Tools sponsored by Visual Network Systems EGUIDE: Uncover the need for cloud service management and cloud monitoring tools for service providers in this E-Guide from SearchCloudProvider.com. Learn best practices associated with cloud service management, top challenges and solutions, and much more. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Infrastructure as a Service (IaaS) \| IT Service Management \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing \| Service Level Management

Realizing The True Payoffs of Speech Analytics sponsored by Enkata Technologies WHITE PAPER: This white paper takes a look at speech analytics and how companies are using cloud-based solutions to transform customer conversations into business insight. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Content Analytics \| CRM \| CRM Analytics \| CRM Analytics Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Service

The Five Fundamentals for a Successful FCR Program sponsored by Enkata Technologies WHITE PAPER: This paper outlines the five fundamentals for a successful FCR program. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Customer Interaction Services \| Customer Retention \| Customer Service \| Customer Service Best Practices

Putting Dispatch in the Driver’s Seat sponsored by ConnectWise WHITE PAPER: Access this essential white paper to learn how to implement an effective dispatch strategy in your help desk. Learn about benefits like efficient ticket handling, increased credibility with your clients and more. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Channel Management \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks

Building and Operating a Network Operating Center (NOC) and Help Desk sponsored by ConnectWise WHITE PAPER: Access this white paper to learn about the importance of providing a network operating center (NOC) or help desk to your clients. This white paper outlines different NOC/help desk models and tips to build successful services. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Channel Management \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desk Management Services \| Help Desks \| Network Operations Centers

From Cold to Client in 5 Easy Steps sponsored by GFI MAX WHITE PAPER: Learn how to grow your managed services business with the use of a strategic marketing plan. This white paper outlines five steps to expand your clientele. Posted: 24 Apr 2012 \| Published: 24 Apr 2012 TOPICS: Business Development \| Business Management \| Channel Management \| Channel Management Software \| Customer Service \| Marketing

How Analytics Bring Organizations Closer to Their Customers sponsored by IBM WHITE PAPER: Analytics offer insight and can help you make better, smarter decisions - both of which can enable positive customer experiences. In today's wide-open business environment, customers have plenty to choose from. This paper explains why using analytics to your advantage is key to fostering successful customer relationships. Posted: 19 Apr 2012 \| Published: 19 Apr 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Analytics Software \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Service \| Data Analytics \| Data Management \| Data Management Software

Data Protection and Your Customers sponsored by CenturyLink WHITE PAPER: This resource offers valuable tips and recommendations regarding how PCI DSS compliance can strengthen your business by ensuring the protection of customer data. Posted: 18 Apr 2012 \| Published: 18 Apr 2012 TOPICS: Customer Service \| Data Security \| Payment Card Industry \| Payment Card Industry Data Security Standard \| Payment Card Industry Data Security Standard Compliance \| Payment Processing \| Security \| Security Best Practices \| Security Management \| Security Policies

Improving Sales Effectiveness In a Buyer's Market sponsored by SAP America, Inc. WHITE PAPER: This paper seeks to get to the bottom of gaps in CRM initiatives, identifying specific changes that have occurred in the process, areas where it is falling short and other tidbits to consider as your strategies move forward. Read this and gain insight into the results of a survey conducted amongst 160 firms with annual revenues of $250 million. Posted: 18 Apr 2012 \| Published: 18 Apr 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Service \| Customer Service Best Practices \| Data Management \| Sales \| Sales Representatives

Customers Get a Mobile Catalog Thanks to a New Smartphone App sponsored by BlackBerry CASE STUDY: In this case study, learn how a wholesale supplier used BlackBerry Enterprise Server to create a custom app to help their users find the right hardware needed to complete their daily jobs. Posted: 06 Apr 2012 \| Published: 06 Apr 2012 TOPICS: Application Deployment \| Application Development \| Application Integration \| Application Performance Management \| Application Security \| Application Server Hardware \| Application Server Software \| Application Service Providers \| Applications Management \| Customer Self-Service \| Customer Service \| Mobile Device Management \| Mobile Workers \| Smart Phones

Improving the Workplace with Custom Apps and Tablets sponsored by BlackBerry VIDEO: Tablets have received a lot of hype, and many companies are unsure whether the productivity benefits justify their investment in this technology. This video describes an application one organization implemented on their tablets and reveals the feedback they received from employees. Posted: 05 Apr 2012 \| Premiered: 05 Apr 2012 TOPICS: Customer Service \| Laptop Computers \| Mobile Device Management \| Mobile Workers \| Personal Computers \| Sales \| Sales and Marketing Software \| Tablet PC

Understanding the Value of Customer Experience Management sponsored by OpenText WEBCAST: This webcast discusses how to understand customer perspective, increase customer lifetime value, and ultimately maximize the value of customer experience management (CEM). Posted: 02 Apr 2012 \| Premiered: 02 Apr 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

CEM - Using the Power of Analytics to Optimize Customer Delight sponsored by OpenText ANALYST REPORT: This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

3 Ways Location Intelligence Can Help You Better Understand CRM Data sponsored by Galigeo WHITE PAPER: Read this paper to learn how to leverage location analytics to solve your sales, customer relationship management (CRM), and marketing challenges. Combining business intelligence (BI) data with cartographic tools can reveal hidden information and make sense out of the chaos of your data. Posted: 23 Mar 2012 \| Published: 23 Mar 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Analytics Software \| Customer Data Management \| Customer Retention \| Customer Service \| Data Analytics \| Data Collection \| GIS Software

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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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