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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
51 - 75 of 714 Matches Previous Page  |  Next Page
Project Nightingale: An API-Led Revolution in Retail IT
sponsored by MuleSoft
EBOOK: This e-book presents a hypothetical retail business and follows their journey to meet customer expectations and deliver business agility. Discover how to take a new approach to integration with API-led connectivity and microservices architectures to tackle digital transformation challenges and deliver modern, personalized customer experiences.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

MuleSoft

Predict Customer Behavior With the Power of Big Data
sponsored by [24]7
WHITE PAPER: How do you delve down into data to discern customer behavior patterns and discover what content will provide focused and personalized experiences? Explore how to leverage big data and predictive analytics to turn customer data into critical opportunities in order to enhance decision-making and architect a truly unique, positive customer journey.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

[24]7

10 Hidden Costs of Quoting with Spreadsheets
sponsored by TechData - Connectwise
WHITE PAPER: Many companies shy away from investing in a professional quote and proposal automation platform because they think it's too expensive, or that spreadsheets are just as good. Unfortunately, spreadsheets weren't designed with quoting in mind. Learn about the 10 hidden costs of quoting with spreadsheets, so you won't get caught off guard.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

TechData - Connectwise

Contextual Marketing: Stop Neglecting your Audience
sponsored by Tealium
WHITE PAPER: With the right technology, today's marketers can understand, segment, and engage their audiences better. Access this white paper and learn how you can grow leads, increase conversions, and decrease future churn.
Posted: 20 Mar 2017 | Published: 20 Mar 2017

Tealium

Analysts Tackle Digital Transformation, CX Struggles
sponsored by Dell EMC and Intel®
EGUIDE: Learn about key issues impeding multinational organizations' efforts to achieve successful digital transformation strategies. Discover what The Economist Intelligence Unit (EIU) and analysts at Forrester have to say about overcoming barriers.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

Dell EMC and Intel®

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more, spend 60% more, and are 5x more likely to pledge loyalty. Creating an optimal experience will affect how your customers view your business. If you're successful, you'll earn their loyalty. If you're not, they're gone. Inside, discover 10 contact center trends to turn into loyalty-building, profitable opportunities.
Posted: 09 Mar 2017 | Published: 09 Mar 2017

Mitel Networks Limited

Case Study: How Atom Bank Used CEM To Become The UK's First All-Digital Bank
sponsored by Genesys
VIDEO: In the digital age, it's become necessary for businesses to constantly rework and reimagine how they interact with their customers. In this case study, learn how Atom Bank became the UK's first all-digital bank. Discover how customer experience technology was implemented to allow customers to communicate using voice, chat, email or social media.
Posted: 27 Feb 2017 | Premiered: 27 Feb 2017

Genesys

Omnichannel Authentication: Balancing Humanity and Technology
sponsored by NICE Systems, Inc
WHITE PAPER: Learn how to make authentication processes less cumbersome for your customers with technology for secure, simple engagement.
Posted: 24 Feb 2017 | Published: 24 Feb 2017

NICE Systems, Inc

Using AI-Powered Interaction Analytics to Transform the Enterprise
sponsored by NICE Systems, Inc
WHITE PAPER: This article examines the business benefits of voice recognition and analysis. Learn 5 positive outcomes businesses can realize thanks to customer experience analytics powered by neural networks.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

NICE Systems, Inc

Vodafone GmbH Enhanced Customer Experience Across Channels
sponsored by Genesys
CASE STUDY: Mobile phone network company, Vodafone GmbH, knew they needed to enhance their customer service. Previously, their communication channels operated in silos that caused customer frustration. Discover how Vodafone GmbH was able to accomplish this goal, and also enable a high-quality mobile app for their customers.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

Genesys

Why Omnichannel Customer Engagement Is No Longer Optional
sponsored by Genesys
WHITE PAPER: Only a mere 7% of customers are extremely satisfied that brands provide a seamless, integrated customer experience across all channels, and omnichannel engagement nearly triples customer retentions. Judging by the numbers, omnichannel is no longer optional. Read this report to uncover how you can integrate omnichannel into your CRM system.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

Genesys

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

Retail Organizations: The Next Stage of Transformation
sponsored by Salesforce.com
WHITE PAPER: This report is the result of 20 interviews and 200 surveys of executives from non-food retailers and brand manufacturers. Learn what you can do to offer a personalized blend of products, services and experiences to customers with an adaptive network of business partners. Take Cole Haan's partnership with ApplePay and Pinterest for example.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Salesforce.com

Linking the IT PMO to the Business: Establishing a Value Center
sponsored by Innotas by Planview
WHITE PAPER: Examine the value of linking IT projects with business to help realize innovative digital strategies for handling growth and customer satisfaction. Discover how to integrate IT and business strategies successfully and learn how to shift from a cost center to a value center to achieve greater relevance.
Posted: 22 Feb 2017 | Published: 31 Dec 2016

Innotas by Planview

While Retailers Face Disruption, High-Performers Offer a Blueprint for Growth
sponsored by Salesforce.com
WHITE PAPER: The following report is based on a survey of 300 executives in the retail industry. Discover the steps high-performers are taking to focus on geographic expansion, strategic partnerships, and new formats to drive growth.
Posted: 20 Feb 2017 | Published: 20 Feb 2017

Salesforce.com

7 Emerging Trends That Are Changing Manufacturing
sponsored by Microsoft
WHITE PAPER: In today's fast-paced global economy, manufacturers are facing demands like never before. In order to thrive, manufacturers must deliver excellence by accelerating product introductions, creating more agile shop floors, and improving order fulfillment. Inside, explore 7 emerging manufacturing trends, and learn how to deliver excellence every time.
Posted: 16 Feb 2017 | Published: 16 Feb 2017

Microsoft

Connecting Field Service Management to the IoT
sponsored by Microsoft
WHITE PAPER: Field service management teams aim to keep costs down while improving customer service relationships. This is hard for organizations though – often, reducing costs hurt customer relationships. But the IoT allows field service organizations to achieve this goal. Discover 4 ways to leverage the IoT to reduce cost and increase efficiency.
Posted: 16 Feb 2017 | Published: 16 Feb 2017

Microsoft

Digital Transformation in Sales: Evolving the Art of Customer Engagement
sponsored by Microsoft
WHITE PAPER: Customer engagement is an integral part of a successful organization. And with that known knowledge, top-performing sales organizations are prioritizing digital transformation to unlock greater revenue growth. Read about how to digitally transform your sales organization successfully.
Posted: 15 Feb 2017 | Published: 15 Feb 2017

Microsoft

Digital Transformation: Risks, Benefits, and 5 Critical Success Factors
sponsored by Microsoft
WHITE PAPER: Digital transformation is a key to innovation and the discovery of new business opportunities. The "why" of digital transformation seems obvious, but "how" is less clear. Inside, Ray Wang, principal analyst, founder, and chairman of Constellation Research explains the impact of digital transformation on business processes and 5 keys to success.
Posted: 15 Feb 2017 | Published: 15 Feb 2017

Microsoft

Customer Engagement: What You Need To Know About Chatbots
sponsored by [24]7
WHITE PAPER: Advances in artificial intelligence mean that chatbots can automate more interactions than were previously possible with older technology. But what do you really know about this new technology? In this white paper, discover the truth about chatbots beyond the hype, and learn how your company can benefit from using them.
Posted: 07 Feb 2017 | Published: 07 Feb 2017

[24]7

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more frequently and spend 60% more per transaction. Your ability to create the best customer experience determines how your customers view your business – and how much you profit. Discover the top 10 trends impacting your customer experience, and how you can turn them into loyalty-building profitable opportunities.
Posted: 24 Jan 2017 | Published: 24 Jan 2017

Mitel Networks Limited

Creating Personalized Experiences with Real-Time Insights for CEM
sponsored by OpenText
EGUIDE: Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.
Posted: 28 Mar 2017 | Published: 21 Mar 2017

OpenText

5 Ways Every Sales Rep Can Accelerate Success with Analytics
sponsored by Salesforce.com
WHITE PAPER: This Salesforce research report explores what to look for in an analytics tool and how to put real-time, critical insights in hands of not only executives but their employees as well. Discover how to unlock the information within your customer data to ensure better decision-making, identify best practices, and align your CRM and BI.
Posted: 27 Mar 2017 | Published: 31 Dec 2016

Salesforce.com

How Automated Contact Services Help One Health Center Reduce Missed Appointments
sponsored by Microsoft
EGUIDE: In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.
Posted: 14 Feb 2017 | Published: 09 Feb 2017

Microsoft

6 Ways Your EMR Is Coming Up Short and How CRM Can Help
sponsored by Microsoft
RESOURCE: Electronic medical records (EMRs) are great for documentation, but in a value-based care model, that's not enough. Access this infographic to learn 6 ways that customer relationship management (CRM) software is able to engage patients where EMRs don't deliver.
Posted: 27 Jan 2017 | Published: 30 Dec 2016

Microsoft
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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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