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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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Provide Reliable and Fast Customer Service Over Your Mobile Network
sponsored by Fluke Networks
WHITE PAPER: Check out this white paper to learn how to deliver the right customer experience on your network.
Posted: 31 Dec 2014 | Published: 31 Dec 2014

Fluke Networks

Australia's Largest Superannuation Funds Enhances Their Customer Experience
sponsored by OpenText
CASE STUDY: Find out which technologies helped one business keep up with their growth strategies, reduce costs, improve employee efficiency and enhance customer experience.
Posted: 23 Dec 2014 | Published: 23 Dec 2014

OpenText

Australia Insurance Company Streamlines Business Operations
sponsored by OpenText
CASE STUDY: Find out which technologies a life insurance organization utilized to streamline business operations.
Posted: 22 Dec 2014 | Published: 31 Dec 2013

OpenText

Cincinnati Zoo Transforms Customer Experience and Boosts Profits
sponsored by Avnet
WHITE PAPER: Find out how business analytics helped the Cincinnati Zoo improve their customer experience.
Posted: 16 Dec 2014 | Published: 31 Mar 2012

Avnet

Retail Re-Imagined: How to Keep Pace with the Always-Connected Consumer
sponsored by Toshiba
EGUIDE: Find out what it takes to provide an exceptional omni-channel experience for your consumers.
Posted: 10 Dec 2014 | Published: 10 Dec 2014

Toshiba

Retail Re-Imagined: How to Keep Pace with the Always-Connected Shopper
sponsored by Toshiba
EGUIDE: Find out how retailers are replicating the brand experience at every touchpoint.
Posted: 10 Dec 2014 | Published: 10 Dec 2014

Toshiba

Managed Service Provider Model is Dead
sponsored by Vembu Technologies
WHITE PAPER: Access this whitepaper to find out how MSPs can combine their in house expertise with the customer environment to assist with migrating, deploying, configuring, integrating and monitoring cloud service offerings.
Posted: 03 Dec 2014 | Published: 03 Dec 2014

Vembu Technologies

Take your first step into big data with five use cases
sponsored by IBM
WHITE PAPER: Uncover the top 5 use cases that can be your first step into utilizing big data effectively.
Posted: 03 Dec 2014 | Published: 30 Jun 2014

IBM

IT and Executive Perspective on ITaaS
sponsored by EMC
WHITE PAPER: This white paper details a survey that compares two competing perspectives on various IT topics.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

EMC

Big Data is Key to Responding to Customer Needs Instantly
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how a leading big data technology extracts vital information from a network and correlates it with more static information about the subscriber, so you can provide a better customer experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

Hewlett-Packard Company

The Key to Unlocking What Your Customers Really Want
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how the adoption of analytics can help companies better understand what their customers want, and promote upsell on new services.
Posted: 25 Nov 2014 | Published: 25 Nov 2014

Hewlett-Packard Company

Banks Thrive on Customizable, End-to-End Workflows for Improved Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: Access the following white paper to uncover how end-to-end information workflows can improve virtually every aspect of the customer experience, protect valuable information, streamline operations, and more.
Posted: 14 Nov 2014 | Published: 30 Nov 2012

Hewlett-Packard Limited

Exceed Customer Expectations: Top Tips for Managing Expereinces at Retail Branch Banks
sponsored by Hewlett-Packard Limited
WHITE PAPER: Uncover best practices for working within retail branch banking environments so you can ensure a great customer experience.
Posted: 12 Nov 2014 | Published: 31 Oct 2012

Hewlett-Packard Limited

Take the Boring Out Of Banking: Digitize Documents to Optimize Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how an end-to-end information workflow solution specifically designed for banking can help you exceed customer expectations.
Posted: 11 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

Banks Must Reinvent the Customer Experience to Meet New Demands
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how to give your bank a makeover that will accommodate the most recent customer demands.
Posted: 10 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

Using Big Data to Improve Multichannel Customer Care
sponsored by [24]7
WHITE PAPER: Uncover the ins-and-outs of numerous offerings from various platform vendors that utilize big data and predictive analytics to enable customers to use their device, channel and time of choice.
Posted: 23 Oct 2014 | Published: 30 Apr 2014

[24]7

Creating the Omnichannel Customer Experience
sponsored by [24]7
WHITE PAPER: Find out how leveraging big data, predictive analytics and real-time decision making can improve the customer experience in today's world of multi-platform, mobile and social consumers.
Posted: 23 Oct 2014 | Published: 23 Oct 2014

[24]7

Case Study: Improve Customer Experience with Managed Services
sponsored by Cisco & Fujitsu
VIDEO: Watch this brief video to learn about the managed services provider Mitchells & Butlers, a leading managed pub and pub restaurant operator, owning around 2,000 businesses offering food, drink and entertainment across the UK, partnered with to bring innovation to their business and help support a better guest experience.
Posted: 22 Oct 2014 | Premiered: 22 Aug 2013

Cisco & Fujitsu

Augmented IVR – Second Life for Interactive Voice Response
sponsored by [24]7
WHITE PAPER: Find out how interactive voice response (IVR) and voice app infrastructures have brought both visual and voice resources into each customer's journey.
Posted: 22 Oct 2014 | Published: 30 Jun 2014

[24]7

Big Data Can Make Chat Interactions Intelligent, Intuitive & Effective
sponsored by [24]7
WHITE PAPER: Learn about the first predictive, real-time customer assistance solution for chat that utilizes big data to can help you simplify and resolve customer issues faster and more efficiently.
Posted: 21 Oct 2014 | Published: 21 Oct 2014

[24]7

Deliver More Intelligent Chat
sponsored by [24]7
WHITE PAPER: Find out how predictive analytics and real-time modeling can help your business deliver more intelligent chat.
Posted: 17 Oct 2014 | Published: 17 Oct 2014

[24]7

4 Steps to Building a Unified Communications and Collaboration Infrastructure
sponsored by Dell, Inc. and Intel®
WHITE PAPER: Virtual face time with customers theoretically means organizations can cut T&E budgets while keeping the wheels of commerce turning. But savvy IT decision makers know this is just half the story. The real power of UC&C isn't tactical; it's strategic.
Posted: 13 Oct 2014 | Published: 13 Oct 2014

Dell, Inc. and Intel®

N-able Help Desk Manager Demo and Overview
sponsored by N-able Technologies
VIDEO: Check out this brief video to get a walkthrough of the powerful, full featured Help Desk Manager from N-able. Help Desk Manager delivers MSP-optimized, ITIL aligned, web-based help desk and ticketing at a price anyone can afford.
Posted: 23 Sep 2014 | Premiered: 10 Apr 2014

N-able Technologies

The unlikely origins of online banking
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: Bryan Johnston, former CEO of TSB Northern Ireland, tells the story behind the bank's development of the first online real-time banking system in Europe.
Posted: 12 Sep 2014 | Published: 12 Sep 2014

ComputerWeekly.com

Everyone to Everyone Economy: Preparing for a Very Different Tomorrow
sponsored by IBM
WHITE PAPER: There is a paradigm shift from customer-centricity towards an everyone-to-everyone (E2E) economy. This informative research dives into this new E2E world, describing what companies can expect from the future and what they can do today to prepare.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

IBM
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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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