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

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May 24, 2013

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
101 - 125 of 527 Matches Previous Page \| Next Page

Using Social to Improve Customer Experience sponsored by Oracle Corporation UK Ltd WHITE PAPER: Studies show that 4 out of 5 Americans are utilizing social networks, creating unique customer service optimization opportunities for your business. Have you embraced or avoided the social customer service revolution? Read this paper to learn more about how social media can greatly enhance your customer service and support initiatives. Posted: 18 Dec 2012 \| Published: 31 Oct 2011 TOPICS: CRM Best Practices \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Social Networking \| Web 2.0

Customer Experiences that Engage and Convert sponsored by Oracle Corporation UK Ltd WHITE PAPER: A 2012 Customer Experience Trends survey found that cross-channel inconsistency was consumers #1 complaint of businesses today. Read this paper to learn what 4 components are crucial to delivering a consistent customer experience and uncover strategies for integrating them into your business's customer service and support processes. Posted: 18 Dec 2012 \| Published: 29 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Building Value in the Market for Managed Services sponsored by N-able Technologies WHITE PAPER: This research-backed independent study unveils the current market dynamics driving MSP adoption, the benefits and challenges of being an MSP, and how solutions from N-able can help you be the best MSP possible. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: Business Process Automation \| Business Process Outsourcing \| Business Processes \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Host Management \| Hosting Services \| Management Service Providers \| Outsourcing

The Era of Impatience – Clock Ticking on Paying Lip Service to Customer Experience sponsored by Oracle Corporation UK Ltd WHITE PAPER: Providing an exceptional customer experience is more important than ever before, but many organizations current customer service practices fail to meet customer's expectations. Read this paper to learn 6 simple ways to enhance your service and support strategies in order to provide a better overall customer experience. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Deliver Extraordinary Customer Service sponsored by Oracle Corporation UK Ltd WHITE PAPER: Exceptional customer service starts with providing a great customer experience – but meeting the demands and expectations of today's consumers is harder than ever before. Read on to learn how the right customer relationship management technology can help and learn 6 practical ways to significantly enhance your customer service strategies. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Navigating the Next Five Years of Customer Service sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why customer experience management is critical to a company's success, and customer service is the cornerstone of that strategy. Posted: 17 Dec 2012 \| Premiered: Jun 30, 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Sprint Becomes More Efficient When Customers Go Online sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why Sprint chose one platform to help them encourage customer self-service and drive customers from call centers to the website. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Call Center Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Sony Ericsson Optimizes Customer Experience with Siebel CRM sponsored by Oracle Corporation UK Ltd WEBCAST: This webcast reveals why Sony Ericsson Global chose one customer relationship management (CRM) application for its technical scalability, the functional structure of its modules, and potential for acceleration of business change. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Mobile CRM \| Mobile Device Management \| Oracle (Product)

Customer Experience: Empowering People. Powering Brands. sponsored by Oracle Corporation UK Ltd DATA SHEET: Research shows that 86% of customers will pay up to 25% more for a great customer experience, but only 1% report that their expectations are being met. Read this paper to learn about next-generation customer experience management technologies and strategies from Oracle that enable you to effectively connect, engage, and service your customers. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Data Sheet: Oracle Social Engagement and Monitoring Cloud Service sponsored by Oracle Corporation UK Ltd DATA SHEET: Read this white paper to learn how taking advantage of social channels through a single software interface can help your company to listen to what customers are saying, reply to posts and messages, keep tabs on your competitors, publish to multiple Facebook and Twitter accounts, and much more. Posted: 16 Dec 2012 \| Published: 16 Dec 2012 TOPICS: Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Computing \| Social Networking

Oracle Cloud Customer Service and Support: Great Experiences sponsored by Oracle Corporation UK Ltd VIDEOCAST: View this brief video for great customer service strategies that allow your customers to connect with service resources whenever and wherever they need. Also, discover how to get deeper insight into your clients' history and interactions with your business and services. Posted: 14 Dec 2012 \| Premiered: Dec 14, 2012 TOPICS: Cloud Computing \| Cloud CRM \| CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Customer Experience: Empowering People. Powering Brands. sponsored by Oracle Corporation UK Ltd WHITE PAPER: The way you do business has changed. Today's customers can make decisions about the products or services you offer without ever contacting your company directly, making an exceptional experience across all customer touch points paramount. Read on to learn about innovative technologies can help you enhance the customer experience. Posted: 14 Dec 2012 \| Published: 14 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

5 Ways to Optimize Your Workforce sponsored by Aspect WHITE PAPER: You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service. Posted: 14 Dec 2012 \| Published: 14 Dec 2012 TOPICS: Contact Center Management \| Contact Center Workforce Management \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Unified Messaging \| Workforce Planning

Creating Business Value Through Customer Experience sponsored by Oracle Corporation UK Ltd WEBCAST: In this webcast, Brian J. Curran, VP of Customer Experience Strategy for Oracle, explains the business value of effective customer experience management and offers strategies and methodologies for getting started. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

Oracle Customer Experience: The Travel Experience sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn how Global Airways made business travel a positive experience for one passenger through customer experience management (CEM) technologies. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

Oracle Customer Experience: The Financial Services Experience sponsored by Oracle Corporation UK Ltd WEBCAST: A great customer experience can make all the difference for businesses looking to stay competitive and draw and retain consumers. Watch this webcast for a customer case about choosing a credit card with the Ashcroft Financial Group. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Privacy \| Customer Retention \| Customer Satisfaction \| Customer Service

Oracle Customer Experience: The Retail Experience sponsored by Oracle Corporation UK Ltd WEBCAST: Creating an individualized, consistent customer experieicne is paramount for today's businesses. In this webcast, learn how Winston Furnishings used customer experience management (CEM) technology to customize their customers' experience when shopping for furniture on the web. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

Deploying Customer Service in the Cloud sponsored by Oracle Corporation UK Ltd WHITE PAPER: This white paper offers best practices for successfully deploying and implementing cloud technology into your customer experience management strategy. Access tips for advancing through the four phases in the cloud deployment process from implementation to transformation. Posted: 13 Dec 2012 \| Published: 30 Nov 2012 TOPICS: Cloud Computing \| Cloud CRM \| Customer Data Management \| Customer Self-Service \| Customer Service \| Customer Support Software

Customer Experience for Service: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: Phenomenal customer service has never been more critical. A 2011 CEI report shows that 89% of customers will stop doing business with a company after a single bad experience. Inside this resource, learn more about the role of customer service in delivering a great customer experience and find out what strategies market leaders are using. Posted: 13 Dec 2012 \| Published: 13 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Customer Experience for Marketing: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: Today, customers hold the buying power – not marketing. In fact, research shows that 73% of customers will be loyal to brands that deliver a great customer experience. Read this paper to discover how the customer experience is driving business value and learn the 3 key principles of delivering an exceptional experience. Posted: 13 Dec 2012 \| Published: 13 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Marketing \| Oracle (Product)

Customer Experience for Commerce: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: This exclusive resource explores the factors influencing the changing commerce landscape, including the impact mobility and social networking are having on the customer experience, and outlines technology tools from Oracle designed to help you optimize your customer experience management strategies. Posted: 12 Dec 2012 \| Published: 12 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Why Customer ‘Satisfaction’ is No Longer Good Enough sponsored by Oracle Corporation UK Ltd WHITE PAPER: This white paper presents the findings of a survey by Oracle to see how European shoppers currently feel about their experiences with businesses. It reveals consumer preferences in terms of communicating with brands, issue resolution, the impact of poor customer service and what makes the ideal customer experience (CX). Posted: 11 Dec 2012 \| Published: 27 Nov 2012 TOPICS: Business Intelligence \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics

Seven Power Lessons for Customer Experience Leaders sponsored by Oracle Corporation UK Ltd WHITE PAPER: Delivering a stellar customer experience can mean the difference between remaining competitive and going out of business in today's hyper-competitive, hyper-connected business world. Read this paper to learn 7 ways to improve your customer experience management (CEM) strategy and how to avoid common CEM pitfalls. Posted: 11 Dec 2012 \| Published: 01 Sep 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service

Powering the Cross-Channel Customer Experience with Oracle’s Complete Commerce sponsored by Oracle Corporation UK Ltd WHITE PAPER: Read this white paper and gain an understanding of Complete Commerce and how it can change the way you interact with your customers. Complete Commerce can help you unify your customer's experience, personalize their journey, maximize engagement and optimize the execution along the way. Posted: 11 Dec 2012 \| Published: 01 Mar 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Data Management \| Customer Loyalty \| Customer Service

Build Loyalty with an Exceptional Customer Experience sponsored by Oracle Corporation UK Ltd VIDEO: Providing the ideal customer experience can turn prospects into loyal, lifetime customers -- a crucial aspect of a financial firm's future success. Watch this brief video to learn how an exceptional customer experience from the beginning can help your financial organization foster lifelong customer loyalty. Posted: 10 Dec 2012 \| Premiered: 10 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

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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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