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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
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All-In-One Contact Centers For Today's Customer Experience Initiatives
sponsored by Genesys
WHITE PAPER: This white paper examines the critical qualities today's organizations should look for in a contact center solution, including the tools and capabilities it should provide.
Posted: 06 May 2015 | Published: 06 May 2015

Genesys

5 Ways Video Improves Customer Experience
sponsored by Cisco Systems, Inc.
WHITE PAPER: This resource explains the 5 ways that video can enhance the customer experience and proves how video is growing in popularity in the business world.
Posted: 06 May 2015 | Published: 06 May 2015

Cisco Systems, Inc.

The Three Game Changers of Mobile Customer Experience
sponsored by Genesys
WHITE PAPER: This white paper examines three "game changing" mobile developments that today's businesses can't afford to ignore if they want to make the most of mobile technology and effectively engage their current and potential customers.
Posted: 05 May 2015 | Published: 05 May 2015

Genesys

Get Back to a Personalized Customer Experience.
sponsored by Cisco Systems, Inc.
WHITE PAPER: Discover how your organization can increase customer satisfaction by aligning your services. Learn how a seamless personalized experience for customers can create loyalty and drive sales.
Posted: 05 May 2015 | Published: 05 May 2015

Cisco Systems, Inc.

Know Your Customer Inside and Out: Building Integrated, Personalized Customer Relationships
sponsored by IBM
WHITE PAPER: Today's organizations are beginning to enhance personalization by including unstructured big data like social media posts. In this informative white paper, discover how previously unused customer information can help your organization deliver personalized experiences to create smarter business strategies.
Posted: 04 May 2015 | Published: 31 Mar 2015

IBM

Tips For Hitting Quota While Doing More With Less
sponsored by Pros.
WHITE PAPER: Access this white paper to learn 6 tips for building a successful strategy for hitting quotas and growing your sales pipeline.
Posted: 04 May 2015 | Published: 04 May 2015

Pros.

Bloor Research Report - Extending Your 360° View of Customers to Include Social Media
sponsored by IBM
WHITE PAPER: In this white paper discover the benefits behind extending your organization's' 360° view to include new technologies.
Posted: 01 May 2015 | Published: 30 Sep 2014

IBM

IBM Case Study: COCC Innovates in Banking Services, Improves User Experience
sponsored by IBM
CASE STUDY: This case study describes how COCC, a banking technology organization, was able to boost online transaction speed by a factor of ten for fast client service through a radical new web-app-based approach to banking services.
Posted: 01 May 2015 | Published: 31 Dec 2013

IBM

Selling Value - Increase Customer Retention and Profitability
sponsored by Pros.
WHITE PAPER: This white paper delivers considerations for adapting to the changing needs of your customers, including tips on developing a strong retention plan and differentiating your sales offers.
Posted: 30 Apr 2015 | Published: 30 Apr 2015

Pros.

Simply Hired's Analytics Strategy Drives Customer Value and Exponential Growth
sponsored by Looker
WHITE PAPER: View this case study to learn how Simply Hired modernized its data architecture and was able to provide dynamic, personalized data views to a wide range of employees.
Posted: 30 Apr 2015 | Published: 01 Jan 2014

Looker

Ecclesiastical Insurance customer success story
sponsored by SAS
CASE STUDY: Discover how Ecclesiastical was able to use data management solutions to extract data from source systems and design and build data-management business rules to stay in compliance and boost their analytics.
Posted: 30 Apr 2015 | Published: 30 Apr 2015

SAS

Improving Sales With Real-Time, Mobile Analytics
sponsored by Oracle Corporation UK Ltd
WEBCAST: Access this webcast to take an in-depth look at how you can improve your sales with mobile CRM that provides real-time analytics about your customers and sales.
Posted: 28 Apr 2015 | Premiered: Apr 28, 2015

Oracle Corporation UK Ltd

10 Ways to Get Customers Online and Off Paper
sponsored by Actuate
WHITE PAPER: This informative white paper explores reasons why digitising the transactional process should be of interest you and your customers. Uncover simple ways to offer your clientele a range of compelling incentives that make online options clearly preferable to printed statements.
Posted: 27 Apr 2015 | Published: 27 Apr 2015

Actuate

Integrate for Insight
sponsored by Oracle Corporation
WHITE PAPER: According to the McKinsey Global Institute, data volume is expected to grow 40% per year, so enterprises must know how to best leverage big data. Read this white paper to learn how to leverage big data and gain a competitive edge. Additionally, get an executive viewpoint from George Lumpkin, Vice President of Product Management at Oracle.
Posted: 23 Apr 2015 | Published: 23 Apr 2015

Oracle Corporation

Securing the Future of Brick-and-Mortar Retail Stores
sponsored by Lancom Systems
WHITE PAPER: Access this white paper now to discover how your brick-and-mortar business can adapt to the rapidly changing digital world.
Posted: 23 Apr 2015 | Published: 23 Apr 2015

Lancom Systems

Monitor Application Performance in the Hybrid Cloud With Full Visibility
sponsored by New Relic
WHITE PAPER: This white paper highlights how to achieve end-to-end visibility into application performance, regardless of where your application or parts of your application are running.
Posted: 22 Apr 2015 | Published: 22 Apr 2015

New Relic

The Travel Industry’s Journey to Customer Satisfaction
sponsored by Mashery
WHITE PAPER: This resource explores how good API management can enhance the customer experience across the travel industry, creating a seamless experience for customers while allowing companies to maintain control over their data.
Posted: 21 Apr 2015 | Published: 31 Jul 2014

Mashery

Give digital a business focus
sponsored by Hewlett-Packard Limited
WHITE PAPER: Businesses need a way to consolidate this data to unify communications and deliver a seamless experience across multiple channels.For many organizations, the solution lies in outsourcing. Discover if outsourcing is right to manage your multichannel communications data in this informative white paper.
Posted: 21 Apr 2015 | Published: 31 Mar 2014

Hewlett-Packard Limited

Is Your Mid-Sized Contact Center Ready for the Cloud?
sponsored by 8x8, Inc.
WEBCAST: This webcast explores the business benefits of deploying a mid-sized contact center in the cloud, including improvements in company profit and revenue and long-term customer satisfaction.
Posted: 21 Apr 2015 | Premiered: Dec 22, 2014

8x8, Inc.

Case Study: How a Global HR Firm Met Its Contact Center Needs
sponsored by 8x8, Inc.
WHITE PAPER: In this case study, discover how implementing virtual contact centers solved a global firm's contact center issues.
Posted: 20 Apr 2015 | Published: 30 Nov 2013

8x8, Inc.

Unravel and evolve customer communications
sponsored by Hewlett-Packard Limited
WHITE PAPER: In this white paper your CIO can gain the tools necessary to creative effective communications that will drive sales. Learn basic CCM rules like: keep it simple, make it all about the customer, go from passive to active, and more.
Posted: 20 Apr 2015 | Published: 30 Apr 2014

Hewlett-Packard Limited

The Simple Reason You May Be Losing Repeat Business to Your Competitors
sponsored by 8x8, Inc.
WHITE PAPER: In service industries where customers care about exactly whom they work with, you could be losing customers if they can't immediately reach the last employee who helped them. Access this resource to learn how your business can ensure that when a customer is ready to buy, they're able to reach the correct person at that critical moment of decision.
Posted: 17 Apr 2015 | Published: 09 Oct 2014

8x8, Inc.

Success Won't Drive Itself When Google Impacts Insurance
sponsored by GMC Software
WHITE PAPER: In this exclusive white paper discover how Google's search engine success is leading them to price auto insurance online more accurately than traditional insurers. Learn how your organization can compete with their success and uncover strategies you can implement to remain competitive.
Posted: 17 Apr 2015 | Published: 17 Apr 2015

GMC Software

Communicating in the New Age of the Digital Banker
sponsored by GMC Software
WHITE PAPER: In this white paper discover how your bank can devise a plan to cater to connected customers. Find new ways to communicate in the modern world including mobile, multichannel, and more.
Posted: 17 Apr 2015 | Published: 17 Apr 2015

GMC Software

Transform support from cost centers to sales channels
sponsored by Hewlett-Packard Limited
WHITE PAPER: In this white paper uncover how your organization can drive revenue through your customer experience channels to transform support centers into sales channels.
Posted: 17 Apr 2015 | Published: 31 Dec 2014

Hewlett-Packard Limited
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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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