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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
201 - 225 of 631 Matches Previous Page  |  Next Page
3-2-1 Contact: The Call Center in a Multichannel World
sponsored by SearchCRM
EGUIDE: There's no ignoring it - the role of the contact center is drastically changing, and your agents need the tools to keep up with increasing customer demands. In this expert e-guide, explore how you can modernize the tools in your contact center to empower agents to meet the constantly shifting demands of customers.
Posted: 28 Aug 2013 | Published: 28 Aug 2013

SearchCRM

Call Center Tips: Bridging the CEM Chasm
sponsored by SearchCRM
EGUIDE: Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.
Posted: 26 Aug 2013 | Published: 26 Aug 2013

SearchCRM

How to Fine-Tune your Contact Center
sponsored by SearchCRM
EGUIDE: With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
Posted: 07 Aug 2013 | Published: 07 Aug 2013

SearchCRM

Leveraging the Power of the Peloton to Lead Change
sponsored by Global Knowledge
WHITE PAPER: This white paper combines the concept of the peloton with one of the most widely accepted approaches for enabling change in organizations: John P. Kotter's 8 Steps for Enabling Change.
Posted: 26 Jul 2013 | Published: 19 Jul 2013

Global Knowledge

Call Center Tips to Optimize Agent Performance
sponsored by SearchCRM
EGUIDE: This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

SearchCRM

Forging a CEM Strategy
sponsored by SearchCRM
EGUIDE: Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
Posted: 28 Aug 2013 | Published: 28 Aug 2013

SearchCRM

Responsive Design
sponsored by OpenText
WHITE PAPER: In this resource, explore how "responsive web design" can help you provide customers with more compelling, contextual, and consistent experiences with your web site. Learn how you can control a single site that caters to all device platforms, making it simpler, faster, and easier to make every site visit a pleasant one.
Posted: 27 Aug 2013 | Published: 30 Jun 2013

OpenText

OpenText Web Experience Management
sponsored by OpenText
WHITE PAPER: Web experience management is essential to the success of a business. View this resource to learn how you can leverage the principles of response design to deliver compelling and adaptive experiences across touch points in the global enterprise.
Posted: 26 Aug 2013 | Published: 26 Aug 2013

OpenText

Building CEM Expertise for Business Value
sponsored by Genesys
EGUIDE: In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
Posted: 26 Aug 2013 | Published: 26 Aug 2013

Genesys

Deliver Your Customers the Right Answer at the Right Time
sponsored by Oracle Corporation
VIDEO: Watch this brief video to learn how you can provide consistent and relevant answers fast on channels from self-service website queries to social media- increasing customer loyalty and reducing costs in the process.
Posted: 04 Aug 2013 | Premiered: 02 Aug 2013

Oracle Corporation

World Class Customer Service in the Cloud
sponsored by Oracle Corporation
WHITE PAPER: In today's hyper-competitive market, the key differentiator is the ability to deliver multichannel customer service consistently. And due to tight budgets, many of the world's most successful organizations choose to deliver customer service in the cloud. Read on to discover the benefits of this approach.
Posted: 04 Aug 2013 | Published: 02 Aug 2013

Oracle Corporation

Best Practices for Customer Service
sponsored by Oracle Corporation
WHITE PAPER: Access this guidebook which explores the experiences of Oracle RightNow customers and highlights best practices they have taken to enable agents to deliver the right answers at the right time, driving increased customer service productivity and increased customer satisfaction.
Posted: 04 Aug 2013 | Published: 02 Aug 2013

Oracle Corporation

Software Subscription & Support
sponsored by IBM
VIDEO: In this brief video, learn how to stay ahead of IT trends with IBM Software Subscription and Support. You'll discover how you can drive efficiency, increase productivity, and streamline workflows with access to downloads and enhancements throughout the software lifecycle.
Posted: 30 Jul 2013 | Premiered: 30 Jul 2013

IBM

Infor Epiphany Customer Interaction Hub
sponsored by Infor
WHITE PAPER: Check out this resource to learn about a customer interaction hub - a comprehensive infrastructure that stores and presents all customer interactions in an organized way, empowering you will a the information you need to form lifelong customer relationships.
Posted: 26 Jul 2013 | Published: 26 Jul 2013

Infor

Infor Epiphany
sponsored by Infor
WHITE PAPER: Check out this informative resource for an overview of a customer relationship management (CRM) suite that helps you make the most of your interactions and gain valuable customer insight to deliver measurable business results.
Posted: 25 Jul 2013 | Published: 31 Oct 2012

Infor

Gartner Supply Chain Executive Conference 2013
sponsored by Gartner
BROCHURE: Learn details about Gartner's upcoming Supply Chain Executive Conference in September and how it offers the objective guidance and expertise today's supply chain proficiency demands.
Posted: 18 Jul 2013 | Published: 18 Jul 2013

Gartner

IBM Watson at Work: The Rise of Cognitive Computing
sponsored by IBM.
WEBCAST: Access this eye-opening webcast to learn about a question-answering analytics system that functions as a self-service chat session for customers that would normally contact a call center. Discover how this tool can drastically improve customer experience, decrease issue resolution time, increase top-line revenue, and more
Posted: 17 Jul 2013 | Premiered: Jul 17, 2013

IBM.

Create a Referral Program to Grow Your IT Business
sponsored by ConnectWise
WHITE PAPER: The primary mode of growth for most technology provider businesses is by good, old word of mouth.  Yet, many businesses have not established an official referral program to capture as many referrals as possible.  Check out this guide to find the proven best strategies for creating the perfect referral program for your business.
Posted: 16 Jul 2013 | Published: 16 Jul 2013

ConnectWise

Bonobos Improves Web Site Performance to Gear Up for Cyber Monday
sponsored by SOASTA, Inc
WHITE PAPER: Trying to avoid another online retail season riddled with website performance issues, Bonobos CTO Michael Hart turned to SOASTA. Read this informative case study today to learn to learn about the weeks Bonobos spent testing SOASTA CloudTest On-Demand in order to simulate customers going through the entire purchase cycle.
Posted: 09 Jul 2013 | Published: 09 Jul 2013

SOASTA, Inc

Magic Quadrant for the CRM Customer Engagement Center
sponsored by Salesforce
WHITE PAPER: Access this comprehensive Gartner report to explore and compare customer engagement center (CEC) applications from today's top vendors. Discover the strengths and weaknesses of these customer service technologies, and decide which is right for your social CRM strategy.
Posted: 08 Jul 2013 | Published: 13 May 2013

Salesforce

ROI report: The value of unified IT service and client management
sponsored by FrontRange Solutions Inc.
WHITE PAPER: The key to achieving strong IT service and client management platform is a single, unified system, containing all of the information for all of an organization's IT services and its hardware and software inventories, and providing a single solution via which to address incidents and deploy software packages to their end-users.
Posted: 02 Jul 2013 | Published: 02 Jul 2013

FrontRange Solutions Inc.

Cisco® ONE: The Value of Advanced Flow Control
sponsored by Cisco Systems, Inc.
WHITE PAPER: Discover how utilizing the advanced flow control capability in Cisco Open Network Environment (ONE) can help you overcome the complex monitoring challenges you are facing today.
Posted: 28 Jun 2013 | Published: 31 May 2013

Cisco Systems, Inc.

About T-Mobile USA
sponsored by Jive Software
CASE STUDY: Find out in this case study how a social business platform enabled T-mobile to consolidate and centralize information about products, services, pricing, policies and troubleshooting, enabling sales reps to better utilize their time.
Posted: 20 Jun 2013 | Published: 20 Jun 2013

Jive Software

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
sponsored by Avaya
WHITE PAPER: This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
Posted: 19 Jun 2013 | Published: 31 Dec 2012

Avaya

Case Study: US Airways
sponsored by Message Systems
CASE STUDY: In this case study, find out how US Airways maintained high levels of customer satisfaction with an automated messaging system.
Posted: 14 Jun 2013 | Published: 31 Mar 2013

Message Systems
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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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