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

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May 20, 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
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Ensuring Success with On-site Testing and Targeting sponsored by WebTrends WHITE PAPER: Your company's website is one of your most valuable assets, so it needs to be as effective, informative, and engaging as possible in order to provide the best customer experience. Turn to this white paper to learn the challenges behind optimizing your site and learn how you can avoid the pitfalls while implementing the most effective processes. Posted: 16 Apr 2013 \| Published: 16 Apr 2013 TOPICS: Content Management \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Marketing \| Web 2.0 \| Web Content Management \| Web Development \| Web Site Design

Connect the Online Customer Experience with Oracle WebCenter Sites Presentation Transcript sponsored by Oracle Corporation PRESENTATION TRANSCRIPT: Most customers today interact with businesses on the web, so it's crucial that your organization's web presence meets their expectations. Read this presentation transcript from a webcast outlining the tools needed to help your business deliver an engaging, personalized online customer experience, starting with your web content management strategy. Posted: 15 Apr 2013 \| Published: 15 Apr 2013 TOPICS: Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| CRM Services \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Web Content Management

City of Los Angeles Improves Customer Satisfaction with Self-Service Portal Presentation Transcript sponsored by Oracle Corporation PRESENTATION TRANSCRIPT: Today's customer is demanding easier, faster access to answers and problem solutions, and to meet these demands, many organizations turn to customer self-service strategies. Check out this presentation transcript to learn how Los Angeles Department of Water and Power implemented a customer self-service portal to standardize customer service levels. Posted: 15 Apr 2013 \| Published: 15 Apr 2013 TOPICS: Content Management \| Content Management Systems \| CRM \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Support Software \| Knowledge Management \| Portal Applications Software \| Portals

Facebook’s Best Kept Secret: Building Conversions and Revenue with Ads for Fans sponsored by WebTrends WHITE PAPER: With over 800 million Facebook users to potentially see your message, you need to capitalize on the marketing opportunity that Facebook ads presents. Read this white paper to better understand targeted ads for fans, and for advice on creating a strategy for successfully driving traffic, tracking campaign activity, and increasing conversions. Posted: 12 Apr 2013 \| Published: 12 Apr 2013 TOPICS: Advertising \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Service \| Customer Service Best Practices \| Online Advertising \| Online Marketing \| Social Networking \| Web 2.0

Taking Control with Marketing Optimization sponsored by WebTrends WHITE PAPER: Customers today are asking for an engaging, personalized web experience that pulls them in, and your business needs to deliver. Access this white paper to discover the business case for creating personalized web experiences, and discover how marketers are listening to consumers in order to optimize digital marketing strategies. Posted: 12 Apr 2013 \| Published: 12 Apr 2013 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Online Marketing \| Web 2.0 \| Web Content Management

The State of Customer Analytics: Taking a Proactive Approach to Loyalty and Retention sponsored by IBM WHITE PAPER: In today's highly competitive market, it is more important than ever to provide top-tier customer service, and successful businesses know the key to this is leveraging a customer analytics initiative. Read this resource to learn the ins and outs of customer analytics and the tools you'll need to implement a successful analytics program. Posted: 11 Apr 2013 \| Published: 31 Dec 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Collection \| Data Integration \| Data Mining

Faster analysis, better outcomes: How the right data analytics tools lead the way sponsored by IBM WHITE PAPER: This resource introduces a personal analytics platform that can provide valuable business insights in functional areas such as finance, customer service, sales, and marketing – empowering you to make smarter, more strategic decisions. Posted: 10 Apr 2013 \| Published: 30 Sep 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Business Performance Management \| Customer Data Management \| Customer Service \| Data Analytics \| Data Governance \| Data Management \| Financial Management \| Marketing \| Sales \| Sales and Marketing Software

Deploying CX in the Cloud sponsored by ORACLE APAC WHITE PAPER: In today's technological environment, companies need to harness the power of new technologies in order to keep up with the increase of channels used to service today's customer. As a result, businesses are moving to the cloud for easier application deployment. Check out this white paper for best practices for customer service in the cloud. Posted: 08 Apr 2013 \| Published: 30 Nov 2012 TOPICS: Application Deployment \| Application Integration \| Cloud Computing \| Cloud Management \| Customer Data Integration \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Oracle Fusion CRM: The New Standard for CRM Customer Video sponsored by Oracle Corporation WEBCAST: Oracle Fusion Customer Relationship Management (CRM), a component of the Oracle Fusion Applications suite, sets a new standard for CRM in sales performance management, enterprise integration, and business flexibility. Posted: 05 Apr 2013 \| Premiered: Oct 25, 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Services \| CRM Software \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Data Analytics \| Oracle (Product) \| Sales \| Sales and Marketing Software

Enterprise Cloud Services – Unified Communications Made Easy sponsored by Hewlett-Packard Company WEBCAST: Discover how an enterprise-grade, cloud-based unified communications solution can help your users connect across the globe to increase productivity, business agility, and efficiency in a flexible, cost-efficient manner. Posted: 04 Apr 2013 \| Premiered: Nov 12, 2012 TOPICS: Collaboration \| Customer Satisfaction \| Customer Service \| Email \| File Sharing Protocols \| Instant Messaging \| Mobile Workers \| Remote Offices \| Remote Users \| Security \| Telephones \| Telephony Services \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Systems

Winning the Customer Service Battle... In the Cloud sponsored by Siemens Enterprise Communications WHITE PAPER: Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business. Posted: 04 Apr 2013 \| Published: 04 Apr 2013 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Contact Management \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Remote Users \| TCO

City of Los Angeles Improves Customer Satisfaction with Self-Service Portal sponsored by Oracle Corporation VIRTUAL ENVIRONMENT: Los Angeles Department of Water and Power (LADWP) turned to Oracle WebCenter Portal, and LADWP customers now have a customer self-service portal which includes: account information such as bills, payments and rebate processing, application and content management integration, and multi-channel access, including mobile devices. Posted: 04 Apr 2013 \| Premiered: 04 Apr 2013 TOPICS: Customer Self-Service \| Customer Service \| Portal Applications Software \| Portals \| Self-Service Applications Software

HP Mobile Applications Services At-a-Glance : Deliver anytime, anywhere convenience sponsored by Hewlett-Packard Company WHITE PAPER: Enterprise mobility can do wonders for businesses, but not all organizations are ready to make the mobile jump. Read this white paper and learn how to prepare your business for mobility and reap all the benefits it provides. Posted: 03 Apr 2013 \| Published: 03 Apr 2013 TOPICS: Application Deployment \| Application Integration \| Application Security \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Security \| Security Management

Enable Enterprise Mobilty & Change the Game sponsored by Hewlett-Packard Company BROCHURE: Check out this infographic from HP to get started on optimizing your mobile strategy. Find out the latest trends, discover key development steps, and get access to resources that can help you start adding business value through mobility today. Posted: 02 Apr 2013 \| Published: 02 Apr 2013 TOPICS: Applications Management \| Customer Service \| Mobile CRM \| Mobile Device Management \| Mobile Device Management Software \| Mobile Workers

Grow Your Business With Existing Customers sponsored by Citrix Online Go To Meeting WHITE PAPER: This brief by Pamela Slim, award-winning author, shows you how to establish strong customer relationships and then nurture them for the long haul. Posted: 01 Apr 2013 \| Published: 01 Apr 2013 TOPICS: Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Collaboration \| Collaborative Commerce \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Case Study: la Caixa - Bank takes customer and employee support to the next level sponsored by Hewlett-Packard Company CASE STUDY: Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth. Posted: 27 Mar 2013 \| Published: 30 Sep 2009 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Contact Center Management \| Contact Center Services \| Contact Centers \| CRM \| CRM Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Improve Your Bottom Line with Repeatable Services sponsored by SAP America, Inc. WHITE PAPER: Service productization can be a huge benefit to service organizations, as it offers predictable outcomes that have previously been inconsistent. Check out this informative resource to examine the trend in productizing services, discover a framework that could help your business benefit, and learn how to avoid productization pitfalls. Posted: 25 Mar 2013 \| Published: 31 Dec 2011 TOPICS: Customer Service \| Customer Service Best Practices \| Product Development \| Product Life Cycles \| Product Management \| Project Management \| Risk Management \| Sales \| Service Creation \| Service Packs

Business 2020: Engaging with the Technology Enabled Customer sponsored by Oracle Corporation UK Ltd EZINE: As more and more people share things about themselves via the internet, the more opportunity companies have to glean important data about their customers. Check out this e-zine to learn how your business can successfully harness the power of social media and technology to improve customer experience management (CEM). Posted: 25 Mar 2013 \| Published: 25 Mar 2013 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Social Networking \| Text Analytics \| Unstructured Data \| Web 2.0

Bank Anytime, Anywhere with SAP Mobile Solutions sponsored by SAP America, Inc. VIDEO: This brief video shows how SAP mobile tools will help your customers bank anytime, anywhere. Learn how you can transform your banking business by taking the branch to the customer. Personalize their experience and empower your employees to partner with them and become their trusted advisors. Posted: 22 Mar 2013 \| Premiered: 22 Mar 2013 TOPICS: Banking Industry \| Banking Services \| CRM \| Customer Satisfaction \| Customer Service \| Mobile CRM

Top Five Contact Center Trends for 2013 sponsored by Avaya WHITE PAPER: This resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change. Posted: 21 Mar 2013 \| Published: 21 Mar 2013 TOPICS: Contact Center Management \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Mobile CRM \| Web 2.0

Public complaints case study sponsored by SAS Institute Inc. CASE STUDY: With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions. Posted: 21 Mar 2013 \| Published: 21 Mar 2013 TOPICS: CRM \| CRM Analytics \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Collection \| Data Management \| Data Management Software \| Data Quality \| Data Visualization \| Data Visualization Software

Why Your Current Service Desk is Failing Your Business, and What to Do About It sponsored by CA Technologies. WHITE PAPER: Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity. In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision. Posted: 21 Mar 2013 \| Published: 30 Sep 2012 TOPICS: Application Deployment \| CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Help Desk Management \| Help Desk Management Services \| Software as a Service

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement sponsored by SAP America, Inc. WHITE PAPER: Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Service \| Customer Service Best Practices \| Social Networking \| Web 2.0

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement sponsored by SAP America, Inc. ANALYST REPORT: While social media seems to be everywhere, a disappointing number of customer service organizations fully harness the power of social channels. Read this report from the Aberdeen Group to discover key trends in the use of social media for customer service and learn best practices for integrating social channels into CEM. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: Business Communications \| Business Process Management \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Social Computing \| Social Networking \| Web 2.0

The A to Z of Mobile Workforce Scheduling Optimization sponsored by ClickSoftware WHITE PAPER: This resource offers key advice and recommendations for strategically choosing and implementing an effective mobile workforce scheduling optimization strategy. Continue reading to learn all you need to know to realize workforce scheduling success today. Posted: 04 Apr 2013 \| Published: 31 Dec 2011 TOPICS: CRM \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Mobile Workers \| Workforce Management Software \| Workforce Planning

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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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