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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
101 - 125 of 731 Matches Previous Page  |  Next Page
Five Capabilities to Look For In a Customer Experience Platform
sponsored by Genesys
WHITE PAPER: In this white paper you will learn how you can choose the right technology to design and orchestrate your customer engagement to deliver on customer expectations while simultaneously addressing your company needs.
Posted: 16 Feb 2016 | Published: 31 Dec 2015

Genesys

Contact Center Infrastructure and Software: Vendor Assessment
sponsored by Genesys
RESEARCH CONTENT: This vendor assessment examines the key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer-term strategies going forward. Access now for help in identifying vendors that suit the needs of your CCIS deployment projects.
Posted: 15 Feb 2016 | Published: 31 Jul 2015

Genesys

Best practices for a seamless Omnichannel Customer Experience
sponsored by Genesys
WHITE PAPER: It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values. Download this white paper now to uncover six best practices to help you design and implement that experience.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Genesys

5 Steps to Building a Customer Experience Driven Contact Center
sponsored by Genesys
WHITE PAPER: In a recent survey of over 2,000 business executives, sales and service departments are now the top two areas for software and strategic investments – Is your business onboard? In this e-book, uncover 5 steps to building a customer experience driven contact center.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Genesys

The ROI of Omnichannel Customer Experience
sponsored by Genesys
WEBCAST: In this webcast, join guest speakers from Forrester as they discuss the economic impact of delivering an omnichannel customer experience. Learn key market trends, steps to set up your omnichannel strategy, and more.
Posted: 12 Feb 2016 | Premiered: Feb 24, 2016

Genesys

5 Critical Requirements For a Future Ready Contact Center
sponsored by Genesys
EBOOK: Is your contact center future-ready? In this e-book you will learn how to deliver an effortless customer experience across multiple channels.
Posted: 11 Feb 2016 | Published: 31 Dec 2014

Genesys

Guide to Achieving Omnichannel Customer Service
sponsored by Genesys
WEBCAST: This webcast examines how you can deliver an omnichannel customer service experience by integrating your disparate systems, including CRM, ERP, and contact center tools. Learn how an omnichannel approach can simplify and future-proof your customer experience management strategy.
Posted: 10 Feb 2016 | Premiered: Feb 10, 2016

Genesys

How Banorte Offers Tailor-Made Customer Service
sponsored by IBM
VIDEO: This video describes the strategy that financial group Banorte used to centralize and organize their customer data, leading to faster data delivery. Learn how they were able to generate offers tailored to each client more quickly.
Posted: 03 Feb 2016 | Premiered: 23 Jan 2015

IBM

Where to Place Your CX Bets in 2016
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Discover how to accelerate your customer experience (CX) projects' time-to-value by utilizing the latest in digital technology investments, and access 5 expert tips for digital CX. Read on for insights on fostering superior customer experience in your enterprise by honoring the mobile experience.
Posted: 29 Jan 2016 | Published: 29 Jan 2016

[24]7 Customer, Inc.

7 Keys to Delivering a Rock Star Customer Service Experience
sponsored by [24]7 Customer, Inc.
WHITE PAPER: In this resource, you will learn 7 keys to delivering a stellar customer service experience that can differentiate your digital self-service capabilities from your competitors.
Posted: 28 Jan 2016 | Published: 28 Jan 2016

[24]7 Customer, Inc.

The Omnichannel Dilemma: Everyone Wants It, But How Do You Start?
sponsored by [24]7 Customer, Inc.
WHITE PAPER: This report discusses the challenges of rolling out an omnichannel framework and delivers 5 action tips for designing a successful strategy.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7 Customer, Inc.

Six Keys to Effective Chat Operations: Insights to Help Improve Your Business
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7 Customer, Inc.

Predictive Analytics: How To Anticipate Your Customer's Needs
sponsored by IBM
RESOURCE: In our hyper-connected, socially networked marketplace, customer expectations are more important than ever.In this resource discover how you can tap into customer insights and leverage buyer sentiment with predictive analytic tools.
Posted: 25 Jan 2016 | Published: 25 Jan 2016

IBM

Amore Pacific
sponsored by IBM
CASE STUDY: Access this case study to discover how AmorePacific was able to harness the power of statistical analysis and predictive modeling to tailor messages and improve customer retention with their existing database information.
Posted: 22 Jan 2016 | Published: 31 Dec 2014

IBM

Stepping Up to the Challenge: CMO Insights from the Global C-suite Study
sponsored by IBM
RESEARCH CONTENT: Discover how CMOs are wielding more power in the boardroom, and having positive effects on the bottom line with proactive (and modern) customer experience management strategies.
Posted: 22 Jan 2016 | Published: 31 Dec 2014

IBM

How Close Tracking Against Services Contracts Can Increase Profitability
sponsored by Sage (UK) Limited
WHITE PAPER: Access this white paper now to learn how you can increase customer satisfaction and boost profitability with service contract tracking.
Posted: 22 Jan 2016 | Published: 22 Jan 2016

Sage (UK) Limited

Practical Tips to Drive Sales with Social Media
sponsored by Microsoft
WHITE PAPER: Uncover how you can sell more effectively in a crowded market by using the latest social media tips and tricks. Gain ideas on how to maximize LinkedIn for social selling, how to avoid social selling pitfalls, and much more.
Posted: 19 Jan 2016 | Published: 19 Jan 2016

Microsoft

How to Balance Conflicting Goals in CRM
sponsored by Microsoft
WHITE PAPER: This white paper discusses the importance of striking a balance between meeting customers' immediate needs, securing their long term loyalty of the brand, and the need to control the cost of operations. Uncover 5 common CRM approaches, and learn which one can help you overcome some of your core business challenges.
Posted: 18 Jan 2016 | Published: 18 Jan 2016

Microsoft

10 Steps to a More Social Contact Center
sponsored by Oracle Corporation
EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
Posted: 03 Feb 2016 | Published: 29 Jan 2016

Oracle Corporation

Data’s Pivotal Role in Improving Customer Experience
sponsored by Microsoft
EGUIDE: Learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. In addition, tap into how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.
Posted: 03 Feb 2016 | Published: 01 Feb 2016

Microsoft

Assessing the Benefits of Social and Cloud-Based CRM Tools
sponsored by Microsoft
EGUIDE: Do the cloud and CRM go hand in hand? Most will argue yes, but why? In this expert e-guide, tap into advantages of CRM in the cloud, and learn how technology company Shuttle Cloud uses cloud tools to manage customers, organize sales leads and hire internally. Plus, gain tips for making social CRM tools work effectively in your organization.
Posted: 02 Feb 2016 | Published: 01 Feb 2016

Microsoft

Expert Tips for Social CRM: Why Companies Are Pinning Their Hopes on Pinterest
sponsored by Microsoft
EGUIDE: Discover how you can formulate a winning social CRM strategy, and knock your customers' expectations out of the park. Tap into why Pinterest is piquing the interest of businesses and get an exclusive look at how MLB teams engage with their customers via personalized mobile updates.
Posted: 02 Feb 2016 | Published: 01 Feb 2016

Microsoft

On Demand Webcast: Elaine Turner Extends Her Reach with Commerce Cloud Platform
sponsored by Oracle Corporation
WEBCAST: Watch now to hear Elaine Turner's Director of ecommerce, Carrie Leader, discuss key strategies for building an ecommerce business as a branded manufacturer. Learn how Elaine Turner used a Cloud ecommerce platform to create a new destination site where visitors can research, buy, or engage with the brand to support sales in all channels.
Posted: 27 Jan 2016 | Premiered: Dec 15, 2015

Oracle Corporation

7 Requirements For Effective Customer Communication Management
sponsored by Kofax from Lexmark
WHITE PAPER: You need a customer communications management (CCM) approach that aligns with the customer's need for on-demand communication. This resource provides a seven-point checklist to help you choose the right CCM strategy for your business.
Posted: 20 Jan 2016 | Published: 20 Jan 2016

Kofax from Lexmark

The Struggle to Make Multichannel Singular
sponsored by SearchCRM
EBOOK: This expert e-book explores the steps specialty outdoor retailer Rock/Creek Outfitters took to integrate customer data from various data silos. You'll also learn how public media station WGBH shifted company culture in order to effectively bridge data silos to benefit the customer.
Posted: 19 Jan 2016 | Published: 19 Jan 2016

SearchCRM
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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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