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

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May 21, 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
226 - 250 of 527 Matches Previous Page \| Next Page

CW+: Quocirca report: Telecoms re-invention - optimising the online customer experience sponsored by ComputerWeekly.com WHITE PAPER: As networks, devices and media converge, telecoms companies have increasingly complex catalogues of products and services on offer to customers who are, in turn, becoming more aware that they can easily switch to other providers. Posted: 21 Oct 2011 \| Published: 24 Aug 2010 TOPICS: Customer Service \| Telecom Provisioning \| Telecommunications Carrier Systems

IT leaders modernize BI systems with high quality data sponsored by IBM EGUIDE: Business intelligence (BI) has become more essential than ever before as organizations strive to extract meaningful information from growing stores of data. Inside this e-guide, gain strategic insight from the BI implementation experiences of your peers. Posted: 02 Dec 2011 \| Published: 02 Dec 2011 TOPICS: Business Intelligence \| Business IT Alignment \| Business Process Management \| Customer Satisfaction \| Customer Service \| Data Analytics \| Reporting Software \| Strategic Planning

Vision Paper: Exceptional Experiences:The key to customer engagement sponsored by IBM WHITE PAPER: The online world is one vast opportunity for growing your business. As the Internet continues to grow, with nearly two billion people and billions of devices already connected, most companies now rightly focus much of their marketing energy on getting the most return from all Internet channels. Posted: 01 Dec 2011 \| Published: 01 Dec 2011 TOPICS: Brand Loyalty \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| eCommerce \| Social Computing \| Web Development

Using IBM Social Business to Take Your Business Relationships to the Next Level sponsored by IBM WHITE PAPER: This publication provides information about IBM Social Business and includes details about the business need and the value of transformation to a social business. It presents a high-level Social Business component diagram, highlights key capabilities, and includes customer case studies that exemplify how some of these capabilities can be applied. Posted: 01 Dec 2011 \| Published: 01 Dec 2011 TOPICS: Business Intelligence \| Collaboration \| Customer Service \| Data Analytics \| Mobile Device Management \| Productivity \| Social Computing \| Social Networking

Social Business in the Cloud sponsored by IBM WHITE PAPER: Deepen your customer relationships. Drive operational effectiveness. Optimize your workforce. Read this white paper and see how using LotusLive services to become a social business can help your organization simplify, speed up and enhance interactions in practically all areas of the business. Posted: 01 Dec 2011 \| Published: 01 Dec 2011 TOPICS: Cloud Computing \| Cloud Management \| Cloud Security \| Collaboration \| Customer Service \| Firewall Management \| Productivity \| Social Computing

IBM LotusLive Engage Helps Signature Mortgage Reduce Loan Processing Time sponsored by IBM WHITE PAPER: Signature Mortgage Corporation provides thousands of customers with low-cost and hassle-free mortgage solutions. Now with e-SignLive and LotusLive, their customers have the ability to electronically sign applications from the convenience of their home or office. Learn more about how e-SignLive increased their business success. Posted: 01 Dec 2011 \| Published: 01 Dec 2011 TOPICS: Cloud Computing \| Collaboration \| Customer Service \| Document Management \| Electronic Signatures \| Productivity \| Web Conferencing Services \| Web Content Management

E-Guide: CIOs weigh in on virtualization and big data sponsored by Dell, Inc. EGUIDE: CIOs are buzzing about virtualization technologies and tools for big data analysis due to benefits in areas such as productivity, business agility and customer service. Inside this exclusive e-guide, learn how your company can take advantage of both virtualization and big data analysis for a clear competitive advantage. Posted: 30 Nov 2011 \| Published: 30 Nov 2011 TOPICS: CIOs \| Competition \| Customer Service \| Data Analytics \| Productivity \| Server Virtualization \| Storage Management \| Strategic Planning

Navigating the path to satisfying online customer experience sponsored by Tealeaf EGUIDE: Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences. Posted: 30 Nov 2011 \| Published: 23 Nov 2011 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

The 10 worst practices for Technical Support and how to overcome them sponsored by NTR Global WHITE PAPER: Delivering superior service and support is more important than ever as companies strive to differentiate themselves from the competition. In many organizations, service quality is governed by self-harming "worst practices" instead of productive best practices. Learn what these practices are and how to avoid them. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Technical Support Staff

Executive Brief Digital Transformation: Creating New Business Models Where Digital Meets Physical sponsored by IBM WHITE PAPER: As businesses embrace the digital revolution, they're rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. This report is designed to provide senior executives with analysis and insight on how fast and how far to go on the path to digital transformation. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: Analytic Applications Software \| Customer Service \| Digital Asset Management \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Social Computing \| Social Networking \| Supply Chain Management

What is the Value of Unified Communications? sponsored by Avaya EGUIDE: The benefits of unified communications are apparent to network managers, but how can you figure out the value it will add to your organization? Posted: 16 Nov 2011 \| Published: 16 Nov 2011 TOPICS: Cloud Computing \| Collaboration \| Customer Satisfaction \| Customer Service \| Mobile Workers \| Network Management \| Network Managers \| Network Monitoring \| Network Performance \| Networking \| Remote Users \| SIP

Social Business Podcast Series sponsored by IBM PODCAST: A Social Business enables its employees – and customers – to more easily find the information and expertise they seek. Access this podcast series for an in-depth guide to establishing a Social Business for real-time communication and collaboration. Posted: 16 Nov 2011 \| Premiered: Nov 16, 2011 TOPICS: Collaboration \| Communications Systems \| Customer Service \| Mobile Device Management \| Productivity \| Social Networking \| Unified Messaging Systems \| Web 2.0

Gilt Groupe moves to Virtualzation and Triple's Web Traffic with Riverbed Stingray sponsored by Riverbed Technology, Inc. CASE STUDY: This case study discusses an online reatailer's move to virtualization to increase profits and customer service. Posted: 09 Nov 2011 \| Published: 09 Nov 2011 TOPICS: Cloud Computing \| Cloud Management \| Customer Satisfaction \| Customer Service \| Virtualization Security

A 360° Approach for Analyzing the Voice of the Customer Across Multiple Communications Channels sponsored by Verint Systems WHITE PAPER: The way you strategize your customer service and interactions is changing thanks to abundance of ways for your customers to reach your business. Read this white paper to learn how to adapt to these changes. Posted: 03 Nov 2011 \| Published: 03 Nov 2011 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| Customer Data Integration \| Customer Retention \| Customer Service \| Customer Service Best Practices \| Web 2.0

JBoss Enterprise Middleware, by Red Hat: Technical Support Services Leader sponsored by Red Hat WHITE PAPER: This white paper discusses the features of JBoss Enterprise Middleware and highlights technical and customer support as the key characteristic that sets this middleware apart from the competition. Posted: 03 Nov 2011 \| Published: 01 Nov 2011 TOPICS: CRM \| CRM Services \| Customer Service \| Enterprise Application Integration Middleware \| Middleware \| Open Source \| Open Source Software \| SOA \| Software as a Service \| Technical Support Staff

Inside the Midmarket: A 2011 Perspective - An environment like no other - IBM Worldwide Study sponsored by IBM WHITE PAPER: In our increasingly intelligent, instrumented, and interconnected world, midsize businesses are finding new ways to use information and technology to be smarter about how they work, where they invest, and the way they interact with their customers. Posted: 27 Oct 2011 \| Published: 27 Oct 2011 TOPICS: Business Intelligence \| Business Process Management \| Cloud Computing \| Collaboration \| Customer Data Management \| Customer Service \| Information Management \| SMBs

Microsoft Dynamics CRM Trial Page sponsored by Microsoft SOFTWARE DEMO: Microsoft Dynamics CRM helps increase productivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart. Posted: 24 Oct 2011 \| Premiered: 24 Oct 2011 TOPICS: Cloud CRM \| CRM \| CRM Hosting \| CRM Services \| CRM Software \| Customer Service \| Marketing

The Total Economic Impact Of Microsoft Dynamics CRM 2011 sponsored by Microsoft WHITE PAPER: Businesses widely deploy CRM solutions, and interest in expanding their use is high. Access this Forrester report to examine the total economic impact and potential return on investment(ROI) of one CRM software deployment. Posted: 21 Oct 2011 \| Published: 21 Oct 2011 TOPICS: CRM \| CRM Software \| Customer Service \| Productivity \| Real-time Analytics \| ROI \| Sales and Marketing Software

Tip Guide: Retail best practices for in-memory analytics in SAP environments sponsored by SAP America, Inc. EGUIDE: Learn how to successfully manage new challenges in the retail industry. Posted: 21 Oct 2011 \| Published: 21 Oct 2011 TOPICS: Business Intelligence \| Customer Loyalty \| Customer Service \| Data Analytics \| Data Warehouses \| SAP (Product) \| Social Networking

Optimizing Business Productivity: Do More for Your Customers and Your Business sponsored by Microsoft WHITE PAPER: As organizations work to meet the complex requirements of today’s fast-paced business environment, they must harness tools that optimize productivity and deliver solid ROI. Learn about cloud-based CRM tools that provide frontline employees with real-time access to customer information that can help to boost productivity and performance. Posted: 20 Oct 2011 \| Published: 20 Oct 2011 TOPICS: Cloud Computing \| Collaboration \| CRM \| CRM Best Practices \| Customer Service \| Productivity \| Time Management \| Workflow Management Coalition

A realist's guide to building bottom line revenue and customer loyalty with social CRM sponsored by SugarCRM Inc. EBOOK: Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. Posted: 19 Oct 2011 \| Published: 17 Oct 2011 TOPICS: CRM \| Customer Interaction Services \| Customer Service \| Social Networking \| Web 2.0 \| Web Content Management

Unleash the Power of Marketing to Drive Innovation and Profit sponsored by SAS Institute Inc. WHITE PAPER: In this white paper, learn what genuine customer centricity looks like, why it matters more than ever, and how organizations can achieve it. Posted: 11 Oct 2011 \| Published: 11 Oct 2011 TOPICS: CRM \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service

Effectively Balancing Speed, Quality and Cost Metrics sponsored by Citrix Online- GoToAssist WHITE PAPER: Read this white paper to gain insight to new ways to leverage remote support platforms to create effective dashboards for customer and technical support. Along with recommendations for what to include in service dashboards. Posted: 10 Oct 2011 \| Published: 10 Oct 2011 TOPICS: CRM \| CRM Analytics Software \| CRM Software \| Customer Data Management \| Customer Service \| Customer Support Software \| Dashboards \| Remote Access Software

Delivering exceptional web experiences - IBM Web Content Manager sponsored by IBM WHITE PAPER: Learn how your organization can more easily create content, target individuals with relevant content and optimize content devliery on your website and more! Posted: 04 Oct 2011 \| Published: 04 Oct 2011 TOPICS: Application Integration \| Collaboration \| Content Management \| Customer Data Management \| Customer Service \| Data Management \| Web Content Management

SearchBusinessAnalytics.com eGuide: Leveraging predictive analytics for improved customer understanding sponsored by IBM EGUIDE: In this e-guide you'll learn how two top airlines implemented and leveraged predictive analytics to analyze customer feedback and increase satisfaction. Posted: 27 Sep 2011 \| Published: 27 Sep 2011 TOPICS: Business Intelligence \| Customer Service \| Data Analytics \| Data Warehouses \| Predictive Analytics \| Text Analytics

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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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