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

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May 19, 2013

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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
126 - 150 of 526 Matches Previous Page \| Next Page

Delivering a Superior Customer Experience sponsored by Avaya WHITE PAPER: Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels. Posted: 06 Nov 2012 \| Published: 30 Apr 2012 TOPICS: Collaboration \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

How Mobile Devices are Driving Innovations in Contact Centers sponsored by Avaya WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service. Posted: 29 Oct 2012 \| Published: 29 Oct 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile CRM

Bringing Social Media Interactions into the Contact Center sponsored by Avaya WHITE PAPER: Think that leveraging a social media contact center strategy won't work for your business? You may want to check the facts. As this white paper explains, case studies of companies with successful social media strategies within their contact centers abound. Open this paper to discover the perhaps surprisingly significant business benefits. Posted: 25 Oct 2012 \| Published: 31 Dec 2011 TOPICS: Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Centers \| Customer Service \| Customer Service Best Practices \| Social Computing \| Social Networking

Deliver Extraordinary Customer Experience sponsored by Oracle Corporation WHITE PAPER: Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more. Posted: 11 Oct 2012 \| Published: 11 Oct 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Best Practices in the Call Center: A Customer Touch-Point Methodology sponsored by Oracle Corporation UK Ltd WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. Posted: 10 Oct 2012 \| Published: 10 Oct 2012 TOPICS: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

How Technology is Changing the Role of Sales Professionals sponsored by DocuSign, Inc. EGUIDE: Access this e-guide to gain expert insight into the changing role of the sales professional and find out the role technology has played in its evolution. Read on to learn how to establish an effective management strategy for the modern sales world, and discover what the experts predict the future hold for sales. Posted: 28 Sep 2012 \| Published: 28 Sep 2012 TOPICS: CRM \| CRM Software \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Sales \| Sales and Marketing Software \| Sales Contact Management Software \| Sales Force Automation \| Sales Representatives

Agile , Secure, Reliable: World-Class Customer Service in the Cloud sponsored by Oracle Corporation WHITE PAPER: Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business. Posted: 18 Sep 2012 \| Published: 01 Sep 2012 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Knowledge Management: 5 Steps to Getting It Right the First Time sponsored by Oracle Corporation EBOOK: Today, many businesses are looking for ways to reduce customer service costs without sacrificing satisfaction – and most companies are finding it challenging. Read this vendor e-book to learn how adding knowledge management to your customer service strategy can reduce costs while increasing agent productivity and customer satisfaction. Posted: 18 Sep 2012 \| Published: 01 Sep 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Knowledge Management

The Business Benefits of E-Signature Software sponsored by DocuSign, Inc. WHITE PAPER: It is reported that in 2011 the electronic signature market saw a 48% increase in adoption rates – and Gartner suggests this number will continue to increase in 2012. Read this report to uncover the top 6 benefits of e-signature software and find out if a Software-as-a-Service e-signature offering is the best option for your business. Posted: 13 Sep 2012 \| Published: 21 May 2012 TOPICS: CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Electronic Signatures \| Software as a Service

HP Customer & Dealer Management System for Automotive - Solution Overview sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper to learn about one application that can integrate your dealer management systems (DMS) and customer relationship management (CRM) applications to optimize performance. By filtering these processes to distributors and original equipment manufacturers (OEMs), you can maximize operation performance and leverage real time analytics. Posted: 06 Sep 2012 \| Published: 06 Sep 2012 TOPICS: Analytic Applications Software \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Management \| Data Management Software \| OEMs

Top 10 Considerations for Selecting the Right RMM Solution sponsored by LabTech WHITE PAPER: Access this white paper to learn the top ten considerations for selecting the right remote monitoring and management solution. Read on to discover how your organization can take advantage of features like remote desktop monitoring, trouble ticket tracking and more. Posted: 21 Aug 2012 \| Published: 21 Aug 2012 TOPICS: Channel Management \| Customer Satisfaction \| Customer Service \| Data Center Management \| Desktop Management \| Security \| Systems Management

Benchmarking in the contact center: Tips for managing what you measure sponsored by Avaya WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project. Posted: 24 Oct 2012 \| Published: 31 Dec 2010 TOPICS: Benchmark Testing \| Call Center Management \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Customer Satisfaction \| Customer Service \| Social Networking

Is Social Media Transforming Your Business? sponsored by Oracle Corporation WHITE PAPER: It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience. Posted: 13 Sep 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Knowledge Management \| Knowledge Management Software \| Web 2.0

Building Success in the Cloud sponsored by Citrix Systems, Inc. WHITE PAPER: Discover why Citrix cloud solutions are a clear choice for leading cloud providers, helping them quickly and profitably build differentiated and flexible cloud solutions that are right for their business and their customers. Posted: 29 Aug 2012 \| Published: 29 Aug 2012 TOPICS: Architectures \| Cloud Computing \| Cloud Management \| Customer Service \| Infrastructure as a Service (IaaS) \| Management Service Providers \| Platform as a service \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing

Using Case Management to Empower Employees and transform Customer Service sponsored by Kofax, Inc. WHITE PAPER: This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience. Posted: 24 Aug 2012 \| Published: 24 Aug 2012 TOPICS: Business of Information Technology \| Business Process Management \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| IT Best Practices \| IT Management

The Business Case for Integrated ERP sponsored by Scribe Software Corporation WHITE PAPER: It's critical that your ERP software is integrated and can talk to other business applications and systems. Those who embrace ERP integration will reap lower operation costs, increased customer satisfaction, and a lot of saved time. Read this paper to learn how integrating your ERP software will impact your company's operations and work flow. Posted: 22 Aug 2012 \| Published: 01 Apr 2011 TOPICS: Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Service \| Customer Service Best Practices \| Enterprise \| Enterprise Application Integration Middleware \| Enterprise Applications Software \| Enterprise Computing \| Enterprise Content Management \| Enterprise Content Management Software \| Enterprise Information Management (EIM) \| Enterprise Resource Management \| ERP \| ERP Software

Cloud for Service Providers sponsored by Citrix Systems, Inc. VIDEO: This 3-minute video explains why Citrix solutions offer reliable, scalable ways to help you not only build your cloud platform, but to also build your cloud business for clients of any shapes and sizes. Posted: 22 Aug 2012 \| Premiered: 25 Jun 2012 TOPICS: Cloud Archive \| Cloud Backup \| Cloud Computing \| Cloud CRM \| Cloud Disaster Recovery \| Cloud Management \| Cloud Security \| Cloud Storage \| Cloud Storage Services \| Cloud Storage Strategy \| Customer Service \| Infrastructure as a Service (IaaS) \| Management Service Providers \| Platform as a service \| Software as a Service

LEGO: Nurturing Consumer Loyalty Bloomberg BusinessWeek Article sponsored by SAP America, Inc. WHITE PAPER: This LEGO customer success story reported by Bloomberg Businessweek highlights how LEGO leverages SAP Customer Relationship Managment (SAP CRM), especially the loyalty management software, to run the compnay's customer loyalty program. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Service \| ERP \| ERP Software \| SAP (Product)

The State of Customer Data Integration 2012: The What, Why & How of CRM Integration sponsored by Scribe Software Corporation WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Data Analytics \| Data Collection \| Data Entry \| Data Management \| Data Management Software

The Perfect Combo: ITIL, I.T. Service Management, and Social Media sponsored by BMC Software, Inc. WHITE PAPER: Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: Customer Service \| Help Desk Management \| Help Desks \| Infrastructure Management \| IT Infrastructure \| IT Service Management \| ITIL

Why CRM Implementations Fail….And What To Do About It sponsored by Scribe Software Corporation WHITE PAPER: Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more. Posted: 20 Aug 2012 \| Published: 01 Mar 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Cisco IBSG Global Research Reveals New Ways for Banks To Prosper in an Omnichannel World sponsored by Cisco Systems, Inc. WHITE PAPER: Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them. Posted: 17 Aug 2012 \| Published: 17 Aug 2012 TOPICS: Banking Industry \| Banking Systems \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Data Security \| Financial Management \| Financial Services Industry \| Financial Systems \| Mobile CRM \| Mobile Workers \| Smart Phones \| Social Networking \| Tablet PC \| Video Services \| Video Systems \| Videoconferences

Integrative CRM Enhances Midsize Business Agility and Performance sponsored by IBM WHITE PAPER: This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival. Posted: 16 Aug 2012 \| Published: 01 Jul 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Management \| Data Management Software \| Data Mining \| Data Mining Software \| Small Businesses \| SMBs

4 Steps to Transforming Your Customer Relationships Using Mobile sponsored by Appcelerator WHITE PAPER: Mobility has fundamentally changed the business world, particularly customer relationships. It has not only changed consumer expectations, but also provides a chance to drastically improve the customer experience. Read on to learn 4 simple steps to improving your customer's experience with mobility. Posted: 15 Aug 2012 \| Published: 01 Aug 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM

Mobile Devices: Changing the Way You'll Service Your Customers sponsored by Interactive Intelligence, Inc. PRESENTATION TRANSCRIPT: Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users. Posted: 15 Aug 2012 \| Published: 15 Aug 2012 TOPICS: Application Deployment \| Application Development \| Application Performance Management \| Applications Management \| Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Contact Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Mobile Workers \| Smart Phones \| Tablet PC

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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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