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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 ServiceReports
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Podcast: Call Center Outsourcing Trends
sponsored by Salesforce
PODCAST: Uncover the 4 factors influencing the need for a well-oiled call center, and find out why call center outsourcing has become increasingly popular.
Posted: 20 May 2014 | Premiered: May 8, 2014

Salesforce

Podcast: Building Blocks of Next-Gen Customer Experience
sponsored by Salesforce
PODCAST: Discover what your organization needs to do to bond with customers in the social media and mobile device era we live in.
Posted: 19 May 2014 | Premiered: May 13, 2014

Salesforce

Podcast: Why Call Center Outsourcing Makes Good Sense
sponsored by Salesforce
PODCAST: Uncover the top reasons why so many organizations are outsourcing call centers, and find out why it makes good business sense.
Posted: 19 May 2014 | Premiered: May 8, 2014

Salesforce

Podcast: Contact Center Equilibrium: Quality and Cost
sponsored by Salesforce
PODCAST: Learn how to optimize your contact center to run effectively and efficiently so you can provide top-notch customer service.
Posted: 19 May 2014 | Premiered: May 8, 2014

Salesforce

Webcast: Contact center equilibrium: Quality and cost
sponsored by Salesforce
WEBCAST: View this webcast to learn from experts about the cost impact features that need to be at the top of your mind when optimizing: resource management, technology, and account management. Learn what the capacity "bliss point" is, and why it is so essential to drive quality in your overall performance.
Posted: 16 May 2014 | Premiered: May 2, 2014

Salesforce

Intelligent Information: Improving the Customer Experience - AIIM White Paper
sponsored by Kodak
WHITE PAPER: View this research report to learn why transactional improvements such as better process automation to speed up processes and reduce costs are important, but a coordinated and consistent customer experience is seen as a major competitive factor.
Posted: 16 May 2014 | Published: 31 Dec 2013

Kodak

Webcast: Call Center Outsourcing Trends
sponsored by Salesforce
WEBCAST: Find out what's influencing current call center outsourcing trends.
Posted: 16 May 2014 | Premiered: May 2, 2014

Salesforce

10 reasons to implement an outsourced call center
sponsored by Salesforce
WEBCAST: Uncover the 10 reasons why your organization needs to implement an outsourced call center.
Posted: 16 May 2014 | Premiered: May 2, 2014

Salesforce

Creating Intelligent Customer Service Experiences
sponsored by Kodak
WHITE PAPER: This informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.
Posted: 14 May 2014 | Published: 31 Jan 2014

Kodak

Roadmap to an Omni-Channel-Aware POS Update
sponsored by Toshiba
WHITE PAPER: Today's multi-channel retail environment demands tools that will help support customer interactions across a variety of platforms. This comprehensive e-book provides an in-depth look at the three essential components of converting to an omni-channel aware POS.
Posted: 12 May 2014 | Published: 12 May 2014

Toshiba

9 Steps to Migrating to a Modern Store POS Infrastructure
sponsored by Toshiba
WHITE PAPER: Legacy point of sale (POS) systems were designed to handleone type of customer interaction at a time -- they're not built for today's world of cross-channel communication. As you adapt to mobile, social, and online transactions, it's time for you to upgrade your POS system as well.
Posted: 12 May 2014 | Published: 12 May 2014

Toshiba

Debunk Three Mobile Myths in Retail
sponsored by Toshiba
WHITE PAPER: Deloitte Consulting claims that by 2016, over 20% of retail sales will be influenced by mobile technology, regardless of where products are actually purchased. To capitalize on the mobile boom, retailers need to create a consistent brand experience across all channels, as well as avoid some common mobile misconceptions.
Posted: 12 May 2014 | Published: 12 May 2014

Toshiba

How to Build Better Customer Experience
sponsored by Salesforce
WEBCAST: This Webinar will discuss the essential steps necessary to help turn data into information, and ultimately into knowledge, in order to create not only satisfied customers, but entire communities of mutually reinforcing advocates for your product or service.
Posted: 06 May 2014 | Premiered: Apr 28, 2014

Salesforce

The Growing Importance of Mobile Shopper Solutions
sponsored by Toshiba
WHITE PAPER: This resource gives statistics that show the importance of mobile technology in the retail market in terms of changing trends and developing technologies.
Posted: 06 May 2014 | Published: 06 May 2014

Toshiba

Store Without Walls: HowMobile Bridges Physical andElectronic Commerce
sponsored by Toshiba
WHITE PAPER: This white paper explains the opportunity that mobility offers in terms of enhancing operations and processes across the entire shopping experience. This allows retailers to empower managers, associates and consumers today while future-proofing their business against ongoing technological advancements and evolving consumer preferences.
Posted: 06 May 2014 | Published: 31 Jan 2013

Toshiba

Omni-channel Transforms Retail Transactions
sponsored by Toshiba
WHITE PAPER: Read this exclusive white paper now to find out the differences between omni-channel and multi-channel technologies, as well as which more is more highly recommended.
Posted: 05 May 2014 | Published: 31 Jan 2014

Toshiba

Merchandising Moments of Influence
sponsored by IBM
WHITE PAPER: This informative resource that identifies some of the precursor moments that lead to merchandising success, including the customer, assortment, price, and more.
Posted: 01 May 2014 | Published: 31 Oct 2013

IBM

Rethinking Omni-Channel Merchandise Optimization in the Connected-Customer Era Webinar
sponsored by IBM
WEBCAST: This webcast follows along with the PACE (pressures, actions, capabilities, and enablers) framework to better understand how organizations are optimizing merchandising to avoid pitfalls and achieve greater success.
Posted: 30 Apr 2014 | Premiered: Apr 30, 2014

IBM

Rethinking Omni-Channel Merchandise Optimization in the Connected-Customer Era
sponsored by IBM
EBOOK: In this informative e-book, 5 key steps are highlighted to address merchandise optimization in the connected-customer era. Read on to discover how these steps will connect and optimize your merchandising and marketing activities to secure customer loyalty and future repeat sales.
Posted: 29 Apr 2014 | Published: 29 Apr 2014

IBM

Take Your Customer Service On-The-Go
sponsored by Salesforce
WEBCAST: Watch this concise webcast now for a demo on how the Service Cloud tool works, and discover how your organization can benefit from implementation.
Posted: 28 Apr 2014 | Premiered: May 8, 2013

Salesforce

CEM Metric Strategies for Happier Employees and Customers
sponsored by SDL
EGUIDE: Access this expert e-guide now to discover how you can capitalize on the connection between happy employees and satisfied customers when implementing a customer experience management (CEM) strategy.
Posted: 28 Apr 2014 | Published: 28 Apr 2014

SDL

Successful Cross-Channel CEM: Tips and Best Practices
sponsored by SDL
EGUIDE: Read this expert e-guide now to uncover the 5 steps to successful customer engagement, and help ensure the safety of your organization's reputation.
Posted: 25 Apr 2014 | Published: 25 Apr 2014

SDL

Single Tool Boosts Customer Satisfaction, Minimizes Case Volume
sponsored by Salesforce
WEBCAST: Watch this brief demo now to see how this customer service tool can help your organization increase customer satisfaction, and drive down case volume.
Posted: 25 Apr 2014 | Premiered: May 1, 2013

Salesforce

Royal Caribbean Safeguards the Guest Experience on 34 Ships with Proactive IT Management
sponsored by CA Technologies.
CASE STUDY: This case study examines the solution that the second largest cruise company in the world chose in order to run its onboard data centers efficiently and provide guest with the best possible customer experience.
Posted: 16 May 2014 | Published: 17 May 2012

CA Technologies.

How Are DDoS Attacks Evolving?
sponsored by Neustar┬«
WHITE PAPER: This resource highlights the top 8 changes in distributed denial of service (DDoS) attacks that most organizations aren't ready to defend against.
Posted: 05 May 2014 | Published: 05 May 2014

Neustar®
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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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