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

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Feb 9, 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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Gartner predictions around Social CRM sponsored by Infor CRM EGUIDE: This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Use effective call centers to build customer loyalty sponsored by Infor CRM EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices

Tread carefully with social media-based customer loyalty programs sponsored by Infor CRM EGUIDE: Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

The Social-Powered Enterprise sponsored by Salesforce.com EBOOK: This e-book is designed to help you embrace the rise of social media, to harness its power and put it to work throughout the company. It’s based on our experience helping thousands of companies put the power of social media to work. It also discusses the benefits of social-powered selling, including greater reach and better close rates. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: CEOs \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Social Computing \| Social Networking \| Web 2.0 \| Web Analytics

The Social Sales Revolution sponsored by Salesforce.com EBOOK: This e-book examines how some of today’s most successful reps approach social sales. Among others, you’ll meet a wine salesman with almost a million Twitter followers, a global manufacturer who is taking orders on Facebook, and a storage saleswoman who used Twitter and other tools to exceed her quota by 200%. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Social Computing \| Social Networking \| Web 2.0 \| Web Analytics

The Customer Loyalty Conundrum sponsored by SAP America, Inc. WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs

The power of Call Centers and Customer Loyalty sponsored by Infor CRM EGUIDE: Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Call Center Management \| Contact Center Management \| Contact Centers \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service

Social Media-based Customer Loyalty Programs sponsored by Infor CRM EGUIDE: This e-guide from our editorial team will teach you how to efficiently deliver additional value to customers via social media as well as tips for finding balance when connecting with customers, and expert engagement tips from social media consultant Erik Qualman. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: CRM \| Customer Loyalty \| Customer Service \| Social Networking \| Web 2.0

BoldChat Whitepaper: Proactive Chat sponsored by LogMeIn, Inc. WHITE PAPER: If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Web 2.0

The Effectiveness of Live Chat: A Research Study sponsored by LogMeIn, Inc. WHITE PAPER: Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Email \| Internet \| Internet Chat \| Internet Consumer Services

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

Protect Your Customer Base by Ensuring the Best Customer Experience sponsored by LogMeIn, Inc. WHITE PAPER: Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Collaboration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile Device Management \| Smart Phones \| Tablet PC \| Telecommunications Networks \| Telecommunications Service Providers

Customer Experience Exchange E-Zine Issue 2 sponsored by SearchCRM EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| CRM \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

North American Contact Center Industry 2011: A Mid-Year Update and Forecast sponsored by Calabrio, Inc. WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center sponsored by Calabrio, Inc. WHITE PAPER: This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Service

The Inner Circle Guide to Speech Analytics sponsored by Calabrio, Inc. WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Data Analytics

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs sponsored by Calabrio, Inc. WHITE PAPER: Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| Customer Service

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Smarter Commerce for Consumer Electronics White Paper sponsored by IBM WHITE PAPER: When we talk about the world becoming increasingly interconnected, instrumented and intelligent, the most ubiquitous example is the smartphone. It collects and disseminates data while its users are at home and on the go, serving up just as much socially driven info as static, always-there web content. This white paper outlines smarter commerce. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| Customer Data Integration \| Customer Service \| Mobile CRM \| Mobile Device Management \| Smart Appliances \| Smart Phones \| Value Chain Integration \| Value Chain Management

Smarter Commerce Manufacturing Interactive Guide sponsored by IBM VIRTUAL SEMINAR: Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth. Posted: 30 Jan 2012 \| Premiered: 30 Jan 2012 TOPICS: CRM \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Value Chain Integration \| Value Chain Management \| Value Chains

B2B Benchmark Assessment for B2B Services Sector sponsored by IBM ASSESSMENT TOOL: Take the time now and find out how your organization's sales processes to configure, price and quote complex business-to-business (B2B) offers ranks against the market leaders in the B2B services, communications, software, IT services and B2B advertising sectors. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2B Integration \| Configuration Management \| CRM \| Customer Data Integration \| Customer Service \| Price Quotes

Mass Customization for Communications Service Providers Podcast sponsored by IBM PODCAST: Join author David J. Gardner for a podcast that explains the key to making mass customization more efficient. Using examples of cable service providers and McDonald’s, clients will see how they can tune their infrastructure to make exceptions less exceptional and keep profitability on track. Posted: 30 Jan 2012 \| Premiered: 30 Jan 2012 TOPICS: CRM \| Customer Data Management \| Customer Service \| Infrastructure Management \| Infrastructure Services

Becoming Customer Driven - Enabling Distributed B2B Order Management sponsored by IBM WHITE PAPER: This brief white paper focuses on the unique order management of B2B commerce, outlining the requirements for distributed order management as a new business requirement and sharing the experiences of Dal-Tile as they implement an end-to-end distributed order management solution from IBM. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2B Integration \| Customer Data Integration \| Customer Service \| Distributed Data Management \| Order Management Systems \| Supply Chain Integration \| Supply Chain Management

Service. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2C \| CRM \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Service

Sell. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: Read this brief white paper and learn about some smarter commerce technologies available from IBM, including cross-channel selling, distributed order management, customer integration and collaboration and much more! You also will gain insight into different supply chain management platforms that IBM has to offer. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Predictive Analytics \| Supply Chain Management \| Supply Chain 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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