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Customer Service

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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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Digital Transformation for Midsize Contact Centers
sponsored by Genesys
EBOOK: E-commerce has reshaped consumer and business behavior over the last decade and omnichannel customer engagement has emerged as a result. This e-book examines problems surrounding omnichannel customer engagement and technology traps that midsize contact centers often fall into.
Posted: 09 Dec 2016 | Published: 09 Dec 2016

Genesys

Provide Top Customer Experiences with Faster Customer Care
sponsored by Zendesk
WHITE PAPER: Constellation Research has compiled extensive research and in-depth interviews of businesses that have implemented agile customer care strategies. Discover what analysts have revealed to work for real organizations.
Posted: 07 Dec 2016 | Published: 07 Dec 2016

Zendesk

State of Global Customer Service Report 2016
sponsored by Microsoft
WHITE PAPER: Customer expectations have risen to all-time highs and show no sign of stopping. Access this white paper to learn about the current state of customer service and how to prepare your business to move forward alongside customer expectations.
Posted: 05 Dec 2016 | Published: 27 May 2016

Microsoft

Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk

SAP S/4HANA Supply Chain Capability and Value Proposition Overview
sponsored by SAP
WHITE PAPER: Achieving excellence today requires visibility into operational, customer, and market data, and speed across the extended supply chain to react to changes in supply and demand. Access this white paper to explore how you can leverage S/4HANA to transform your supply chain and gain a competitive advantage.
Posted: 29 Nov 2016 | Published: 29 Nov 2016

SAP

Make The Switch: Improve Customer Service With Chat
sponsored by Bomgar Corp.
RESOURCE: Rather than having customers search you out for support, meet them where they are — online. Live chat support is the next major step in customer support services. Access this infographic to learn how chat will enable your support team, improve customer satisfaction, and more.
Posted: 29 Nov 2016 | Published: 29 Nov 2016

Bomgar Corp.

How Your Supply Chain Can Drive Digital Transformation for Your Business
sponsored by SAP
RESOURCE: Learn what you can do to enhance innovation, productivity, and competitiveness by digitizing your extended supply chain.
Posted: 28 Nov 2016 | Published: 28 Nov 2016

SAP

Transforming Supply Chain and Logistics into Demand Networks
sponsored by SAP
WHITE PAPER: This white paper explores ways you can enable a data-driven supply chain that puts the customer at the center, while your business becomes more agile and responsive.
Posted: 28 Nov 2016 | Published: 28 Nov 2016

SAP

Advanced Process Automation: Setting New Standards of Service in the Contact Center
sponsored by NICE Systems, Inc
WHITE PAPER: Explore 5 key benefits of robotic automation in the contact center, discover how 6 industries have already benefitted from reduced delays, lower operating costs, and fewer mistakes.
Posted: 28 Nov 2016 | Published: 28 Nov 2016

NICE Systems, Inc

Ten Steps to Reap the Rewards of Chat Support
sponsored by Bomgar Corp.
RESOURCE: Chat is proven to be customer and budget friendly, so why are organizations waiting to pull the trigger? Access this infographic to explore the 10 steps to reaping the full benefits of chat support. Learn how to handle implementation problems to launch and gain value from your chat support channel.
Posted: 28 Nov 2016 | Published: 28 Nov 2016

Bomgar Corp.

The 8 Top Advantages Of Using A Self-Service Request Portal
sponsored by Requuest
WHITE PAPER: Learn how self-service software can help handle a variety of requests without having to resolve them manually. Discover the 8 top advantages and 5 key elements of a self-service portal. Plus, learn the benefits you could gain by enabling users to activate your self-service program on mobile devices.
Posted: 23 Nov 2016 | Published: 23 Nov 2016

Requuest

Research Report: How To Deliver the Omni-Channel Support Customers Want
sponsored by BoldChat - LogMeIn
WHITE PAPER: Customers expect contact centers to provide a greater ease of use and faster response time than ever. This may seem daunting given the need for omni-channel support, but it doesn't have to be. Access this comprehensive research report to learn how to reduce customer effort across your omni-channel approach.
Posted: 23 Nov 2016 | Published: 31 Aug 2016

BoldChat - LogMeIn

Proactively Engage Your Customers in Every Channel—Without Losing Your Mind!
sponsored by Genesys
WEBCAST: In this on-demand webcast, hear from speakers Art Schoeller, VP and Principal Analyst, at Forrester and John Tallarico, VP of Product Management, at Genesys as they reveal new Forrester research on proactive customer communication, including usage, benefits, and a definitive maturity model of proactive customer communication.
Posted: 18 Nov 2016 | Premiered: Nov 8, 2016

Genesys

Going Back to Helpdesk Basics: Discover The Meaning Behind IT Language
sponsored by Requuest
WHITE PAPER: It's easy to get lost in the depths of IT lingo, and this is no different when it comes to the helpdesk. This white paper explains some of the most common terms that you'll use at any helpdesk to better clarify for, and collaborate with, non-IT employees. What is API integration? How are issues resolved? Find out inside.
Posted: 18 Nov 2016 | Published: 18 Nov 2016

Requuest

5 Trends Impacting Customer Engagement & Support
sponsored by BoldChat - LogMeIn
EBOOK: Every business seems to understand the urgent need to provide the best customer experience possible, so why do many struggle to meet customer expectations? Access this e-book to uncover 5 trends with the biggest impact on customer engagement and support. Learn how you can win the hearts and minds of today's connected customers.
Posted: 17 Nov 2016 | Published: 17 Nov 2016

BoldChat - LogMeIn

5 Ways To Improve Your Customer Experience This Holiday Season
sponsored by BoldChat - LogMeIn
EBOOK: Online shoppers have high expectations, and 82% of consumers have stopped doing business with a brand after just one bad experience. Access this e-book to gain 5 tips on bolstering your customer engagement strategy during this year's holiday season.
Posted: 17 Nov 2016 | Published: 17 Nov 2016

BoldChat - LogMeIn

Case Study: Improve End-User Experience Management & Avoid Downtime
sponsored by Catchpoint Systems Inc.
WHITE PAPER: When it comes to delivering web-based services in an always-on market, end-user experience management (EUM) is the most important aspect of your business. Access this case study to learn how global trading company GAIN Capital was able to improve their EUM and the services they offer their customers.
Posted: 07 Nov 2016 | Published: 07 Nov 2016

Catchpoint Systems Inc.

How to Bolster Your Businesses' Self-Service and Improve Customer Experience
sponsored by Coveo
EBOOK: 96% of customers feel disloyal to a brand after a high-effort interaction. But what does it take to enable great self-service? Access this e-book to explore 5 capabilities that are going to strengthen your self-service, raise case deflection, improve customer experience, and bolster your bottom line.
Posted: 04 Nov 2016 | Published: 04 Nov 2016

Coveo

Inside The Mind of the Telecom Customer
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Can you anticipate what customers will look for when they access your website? Access this white paper to get a comprehensive look at today's telecom services customers and how they think.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7 Customer, Inc.

Business Leaders:5 Reasons Why It’s Time to Ditch Your Dumb IVR
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Can you save money while you lose customers? IVR is hurting customer experience and sending them to your competitiors. Access this white paper for 5 significant reasons to dump your IVR and keep your customers.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7 Customer, Inc.

Business Leaders: Stop Making it Hard to Be Your Customer
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Instead of trying to increase customer loyalty, what if you could mitigate the causes of customer disloyalty? Customers shouldn't have to do any work in order to be your customers. Access this white paper to discover why efforts to increase customer loyalty are failing and what you can do to decrease customer effort.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7 Customer, Inc.

Improve the Odds of Your Change Initiatives With Stronger Employee Engagement
sponsored by POP, Inc.
WHITE PAPER: According to Gallup, 70% of change initiatives fail. But why? Does everyone define failure the same way? And in whose eyes do those initiatives fail? Learn how to get your employees to move together to the rhythm of your business with improved engagement for better alignment with business priorities.
Posted: 02 Nov 2016 | Published: 02 Nov 2016

POP, Inc.

Inside The Mind of the Financial Services Customer
sponsored by [24]7 Customer, Inc.
WHITE PAPER: To succeed in today's hyper-competitive market, you need to understand how your customers think and act. Access this white paper to gain 5 key findings and get a full view of financial services customers.
Posted: 01 Nov 2016 | Published: 01 Nov 2016

[24]7 Customer, Inc.

How to Support Digital Transformation with User Feedback
sponsored by POP, Inc.
CASE STUDY: Digital transformation hinges on successful collaborative and customer efforts. Experian, a global leader in information services, needed to monitor feedback and improve consumer services during their transformation. Learn how they improved their service, the additional challenges they faced, and how they overcame them.
Posted: 31 Oct 2016 | Published: 16 Sep 2016

POP, Inc.

Manage Your Digital Workforce for Omnichannel Success
sponsored by Genesys
WHITE PAPER: 73% of consumers report that valuing their time is the most important aspect of good online customer service. Access this white paper to learn how to manage your digital workforce to provide the best omnichannel customer service possible, drive revenue, and more.
Posted: 09 Dec 2016 | Published: 09 Dec 2016

Genesys
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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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