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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 ServiceReports
1 - 25 of 539 Matches Previous Page  | Next Page
Forging a CEM Strategy That Can Power Commerce
sponsored by SearchCRM
EBOOK: With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach.
Posted: 17 Apr 2014 | Published: 22 Apr 2014

SearchCRM

Verity Credit Union Streamlines Application Access, Reduces Helpdesk Costs and Improves Customer Service
sponsored by Imprivata
WHITE PAPER: This case study shares one credit union's experience with an authentication solution that helped it efficiently manage user access across all applications without hindering productivity or adding costs.
Posted: 11 Apr 2014 | Published: 28 Feb 2010

Imprivata

Guide to Transactional Email
sponsored by Dyn
WHITE PAPER: This resource provides a primer on transactional emails, explaining the unique opportunity they present for connecting with customers and the best practices that drive success.
Posted: 11 Apr 2014 | Published: 31 Dec 2013

Dyn

The Time Is Now: Workforce Optimization Becomes Reality for the Small-to-Medium Sized Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER: This resource describes how workforce optimization (WFO) technologies are transforming contact centers in small to midsize businesses (SMBs).
Posted: 08 Apr 2014 | Published: 31 Jul 2013

Calabrio, Inc.

Five Tips to Achieve a Lean Manufacturing Business
sponsored by SYSPRO
WHITE PAPER: This must-see white paper outlines five primary principles of lean manufacturing, and describes how the right enterprise resource planning (ERP) system can help you achieve your lean goals.
Posted: 07 Apr 2014 | Published: 31 Dec 2013

SYSPRO

Clone Oracle Ecommerce Stack into AWS for Cloud DR and Dev/Test
sponsored by CloudVelocity
CASE STUDY: This case study details how one company took advantage of Amazon Web Services to provide a personalized customer experience on their transactional websites.
Posted: 07 Apr 2014 | Published: 07 Apr 2014

CloudVelocity

How Customer Service Drives Loyalty Through Customer Engagements
sponsored by IBM
RESEARCH CONTENT: Consult the following report from Gartner Inc. to explore the 4 central aspects of customer engagement. Learn how these 4 areas: ethical, active, rational, and emotional each apply to a strong CRM strategy and how you can approach these attributes to build sturdier customer relationships as a whole.
Posted: 04 Apr 2014 | Published: 04 Apr 2014

IBM

Efficient Parcel and Express Logistics Planning Solutions
sponsored by Quintiq
BROCHURE: How parcel and express companies are handling parcel volume fluctuations, complex business landscapes, increased competition, increasing demand for flex and fixed-time delivery schedules, and more.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Quintiq

Automate Your Business Processes with the Digital Mailroom
sponsored by Kofax, Inc.
WHITE PAPER: Check out this exclusive white paper to uncover the tool capable of transforming documentation reception and processing into a more efficient "digital mailroom", so you can improve customer service, reduce costs and more.
Posted: 03 Apr 2014 | Published: 31 Dec 2013

Kofax, Inc.

Seven Ways to Make the First Mile of Business Smarter
sponsored by Kofax, Inc.
WHITE PAPER: Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter.
Posted: 03 Apr 2014 | Published: 31 Dec 2013

Kofax, Inc.

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

The Chief Merchant Study: Competing in an Omni-Channel World
sponsored by IBM
WHITE PAPER: Why are so many retailers struggling today? The answer is simple: Their efforts of putting the customer at the heart of their merchandising process are coming up short; they aren't customer-oriented. In this informative research report, find out what the most successful retailers are doing.
Posted: 03 Apr 2014 | Published: 31 Jul 2013

IBM

Happy Clients? You Won't Know Until You Ask
sponsored by Autotask Corporation
EBOOK: This e-book talks about an automated survey process that provides guidance for better growth and profitability by delivering benefits like low-resource requirements, flexibility in survey deployment, and detailed benchmarking and reporting capabilities.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Autotask Corporation

UC And Collaboration Adoption By Business Leads To Real Benefits
sponsored by Cisco
WHITE PAPER: In this paper, research shows that buyers are investing in a wide range of UC&C capabilities. The data shows that they derive real business value when deploying multiple capabilities based on the latest innovations in ways that meet both IT operational and line-of-business requirements.
Posted: 02 Apr 2014 | Published: 31 Jul 2013

Cisco

10 Ways Autotask Automates Your IT Business
sponsored by Autotask Corporation
WHITE PAPER: This informative white paper lists the 10 essential business processes that Autotask optimizes using one cloud-hosted platform with multiple, function-specific dashboards. This solution can reduce costs and manage growth efficiently through automation and integration.
Posted: 02 Apr 2014 | Published: 02 Apr 2014

Autotask Corporation

How to Transform Your Mobile Customer Care Strategy
sponsored by Oracle Corporation
WHITE PAPER: The following white paper explores how by implementing a smart connected integration (SCI) strategy, a company can begin and nurture a better path to mobile customer service.
Posted: 31 Mar 2014 | Published: 31 Mar 2014

Oracle Corporation

3 Smart Moves That Slash Intermodal Costs
sponsored by Quintiq
WHITE PAPER: Even with near limitless intermodal options, planners typically fall back on familiar routes and patterns – regardless of whether or not there's a better way to operate. Fortunately, this resource lays out three smart moves that slash intermodal costs while delivering real planning transparency.
Posted: 31 Mar 2014 | Published: 31 Mar 2014

Quintiq

Customer Experience (CX) Metrics and Key Performance Indicators
sponsored by Oracle Corporation
WHITE PAPER: This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.
Posted: 27 Mar 2014 | Published: 30 Sep 2012

Oracle Corporation

Why CIOs Need to Take Control of Customer Data
sponsored by Informatica
WHITE PAPER: This executive brief examines the business implications of unintegrated customer data and outlines how CIOs and other senior IT managers are ideally positioned to take control of customer data with data management technologies.
Posted: 27 Mar 2014 | Published: 31 May 2013

Informatica

Google+ Guide
sponsored by Oracle Corporation
WHITE PAPER: This guide explores some best practices for utilizing Google+ as an effective user engagement strategy.
Posted: 27 Mar 2014 | Published: 31 Dec 2013

Oracle Corporation

Seven Ways to Improve the Digital Customer Experience
sponsored by Kofax, Inc.
WEBCAST: Access this webcast to uncover the seven ways you can ensure superior customer experience, so your organization can continue to prosper.
Posted: 27 Mar 2014 | Premiered: Feb 10, 2014

Kofax, Inc.

CRM Data Analytics Features
sponsored by Indicee
EGUIDE: This expert eGuide discusses how today's CRM data analytics capabilities go beyond the data points collected concerning the number of email messages sent to customers and the number of calls and quotes.
Posted: 27 Mar 2014 | Published: 27 Mar 2014

Indicee

Leverage Security Intelligence for Retail
sponsored by IBM
WHITE PAPER: This informative solution brief highlights the challenges and potential solutions that can be implemented to help embrace mobile customers, protect payment and personal data and deliver a secure shopping experience.
Posted: 26 Mar 2014 | Published: 31 Oct 2013

IBM

Vodafone Germany Adopts HP's Flexible Retail Applications
sponsored by Hewlett-Packard Company
WEBCAST: This webcast highlights the upgraded applications solution that Vodafone's German retail stores chose to help better manage purchase processes, inventory, and service contracts so that employees could spend more time better servicing customers.
Posted: 25 Mar 2014 | Premiered: Mar 25, 2014

Hewlett-Packard Company

Meeting Customers Where They Are With Dynamic, Real-Time Mobile Engagement
sponsored by Kofax, Inc.
WHITE PAPER: This white paper to highlights a mobile engagement and analytics platform equipped with all the necessities to provide comprehensive, real-time self-service capabilities, ensure a top-notch customer experience.
Posted: 03 Apr 2014 | Published: 31 Jan 2014

Kofax, Inc.
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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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