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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Using Analytics to Drive Better Communications- Link Customer Preferences and Behavior with Business Solutions and Document Requirements to Deliver Messaging that Fits sponsored by Pitney Bowes Group 1 Software WHITE PAPER: This whitepaper will help you understand how analytics can be used to drive better communications for your business. Learn about the state of communications today, its challenges, and opportunities you can take advantage of to enhance your communications. Posted: 18 Mar 2013 \| Published: 31 Dec 2012 TOPICS: Communications Systems \| CRM \| CRM Best Practices \| Customer Data Management \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Marketing

The Geocoding Advantage: Best Practices for Managing Customer and Location-based Data in Telecommunications sponsored by Pitney Bowes Group 1 Software WHITE PAPER: This whitepaper will give you some insight into the benefits high-quality geocoding can bring to your business, and will teach you the best practices today's leaders are following to engage customers, reduce costs and manage risk. Posted: 18 Mar 2013 \| Published: 18 Mar 2013 TOPICS: CRM \| CRM Analytics \| CRM Services \| Customer Data Integration \| Customer Data Management \| Customer Service \| Data Analytics \| Data Collection \| Data Governance \| Telecommuting

The Secret to Reducing Churn: Leveraging Analytics for Better Customer Insight sponsored by Pitney Bowes Group 1 Software WHITE PAPER: Leveraging analytics in your telecommunications business can greatly increase customer insight and improve the customer experience. This white paper details how you can benefit from using a proactive, customer focused, results-oriented analysis approach. View now to learn more! Posted: 15 Mar 2013 \| Published: 15 Mar 2013 TOPICS: Analytic Applications Software \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Telecommunications Industry \| Telecommunications Service Providers \| Telecommunications Services

Using Social Media to Win Over Customers sponsored by SearchCRM EBOOK: While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies. Posted: 12 Mar 2013 \| Published: 12 Mar 2013 TOPICS: Collaboration \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Social Networking \| Web 2.0

Gartner Customer Strategies & Technologies Summit 2013 sponsored by Gartner BROCHURE: In this valuable resource, learn about how the Gartner Customer Strategies & Technologies Summit can help IT and business leaders gain the insight they need to effectively overcome customer relationship and business management challenges to drive success – read on to learn more now. Posted: 07 Mar 2013 \| Published: 07 Mar 2013 TOPICS: Applications Software \| Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Market Research \| Marketing

Technology industry at the cross-roads: Transforming quote-to-cash operations sponsored by ComputerWeekly.com ESSENTIAL GUIDE: This report from PwC, highlights the urgency for technology companies to reinvent their existing operating models to meet the fast-changing buying process. Posted: 06 Mar 2013 \| Published: 06 Mar 2013 TOPICS: Cloud Computing \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Mobile Workers \| Operating Systems \| Purchasing \| Purchasing Best Practices \| Social Networking

How Smart Insurance Carriers are Turning Information Complexity into a Distinct Competitive Advantage sponsored by Kofax, Inc. WEBCAST: This comprehensive webcast explores how advanced information capture and case management capabilities can address new market demands and create better engagements throughout the customer lifecycle. Posted: 05 Mar 2013 \| Premiered: Mar 5, 2013 TOPICS: Business Process Management \| Business Process Modeling \| Business Processes \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Why Your Current Service Desk is Failing Your Business, and What to Do About It sponsored by CA Nimsoft WHITE PAPER: Service management platforms have a vital role to play, but in most organizations, they're not living up to expectation. Read on to explore why legacy service desks and even newer platforms have not delivered on expectations. Discover five requirements for a service desk solution to be truly effective in today's business environment. Posted: 28 Feb 2013 \| Published: 30 Sep 2012 TOPICS: CRM \| CRM Services \| Customer Satisfaction \| Customer Service \| Desktop Applications Management \| Desktop Virtualization

IT Decision Center on SIEM - Q5: Deployment sponsored by SearchSecurity.com VIRTUAL ENVIRONMENT: Question five featured in in SearchSecurity.com's IT Decision Center on SIEM asks top vendors in the space: Do you offer assistance with deployment plans, with estimates for installation and tuning, as well as manpower estimate to complete tasks? Find out what these vendors have to say by accessing their answers to this question now. Posted: 27 Feb 2013 \| Premiered: 27 Feb 2013 TOPICS: Capacity Planning \| Customer Satisfaction \| Customer Service \| Managed Security Services \| Security \| Security Architectures \| Security Best Practices \| Security Event Management \| Security Infrastructure \| Security Management \| Security Managers \| Security Policies \| Security Standards \| Security Systems \| Security Threats \| Training

HP Social CRM Services sponsored by Hewlett-Packard Company VIDEO: As today's consumers have quickly become more powerful and influential, they have also become more demanding than ever- expecting a personalized experience. Access this brief video to discover a social enterprise service program that listens, manages, and engages with your customers- and their influencers – across the internet and social networks. Posted: 27 Feb 2013 \| Premiered: 27 Feb 2013 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Mining \| Social Networking \| Web 2.0

How To Send Zillions of Emails a Day (And Keep Customers Happy and Engaged) sponsored by Message Systems WHITE PAPER: Many organizations send several million emails each day, but this avalanche of messages can frustrate your customer base. This resource counts down four essential steps for sending high email volumes while also keeping your customers happy and engaged. Posted: 22 Feb 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Email \| Email Management

What Are Your Devices Telling YOU? How to Leverage Your Intelligent Systems to Improve Customer Service and Increase Sales sponsored by Microsoft WHITE PAPER: This white paper demonstrates why many organizations are turning to intelligent systems and embedded devices to help strengthen the relationships with their customers. Read now to find out how embedded systems can help you better serve your customers, attract new clients and increase revenue. Posted: 21 Feb 2013 \| Published: 21 Feb 2013 TOPICS: Business Development \| Business Intelligence \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation \| Business Process Management \| Business Processes \| Customer Loyalty \| Customer Retention \| Customer Service \| Embedded Databases \| Embedded Systems Hardware \| Embedded Systems Software

Case Study: Delta Global Services sponsored by Intermec WHITE PAPER: Access this case study to discover how they were able to improve efficiency by 10-20% and achieve a better overall reliability and customer service. Find out how they leveraged a handheld computer technology upgrade with better scanning capabilities to provide faster, more accurate customer service operations and better. Posted: 13 Feb 2013 \| Published: 13 Feb 2013 TOPICS: Business Process Management \| Customer Service \| Handheld Device Transport Protocol \| Handheld Devices \| Scanners

The Mobile Collaboration Solution for Midsize Enterprises sponsored by Avaya WHITE PAPER: As employee mobility increases, it becomes crucial to offer a secure, seamless, real-time collaboration experience regardless of where and when users are working – and which device they leverage. Read now to learn about an available solution that can solve the problem for you. Posted: 13 Feb 2013 \| Published: 30 Nov 2012 TOPICS: Bandwidth Management \| Business Processes \| Collaboration \| Contact Centers \| Customer Service \| IP Telephony \| Mobile Device Management \| Mobile Workers \| Remote Users \| Smart Phones \| Tablet PC \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Web Conferences

Contact Center Consumer Preference eBook sponsored by Avaya EBOOK: You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results. Posted: 11 Feb 2013 \| Published: 11 Feb 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| CRM Services \| CRM Software \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Delivering a Personalized Experience: the Multichannel Contact Center sponsored by Avaya WHITE PAPER: Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option. Posted: 11 Feb 2013 \| Published: 11 Feb 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| CRM Services \| CRM Software \| Customer Service \| Customer Service Best Practices \| Customer Support Software

An Executive Guide to Video Collaboration sponsored by Avaya WHITE PAPER: Uncover the direct benefits that video collaboration offers and how it can help meet the challenges in today's globally dispersed, mobile workplace. Also learn more about deployment considerations and details of a solution that provides the communications capabilities you're looking for. Posted: 08 Feb 2013 \| Published: 31 Dec 2012 TOPICS: Communications Systems \| Contact Centers \| Customer Service \| Mobile Workers \| Remote Users \| Videoconferences \| Videoconferencing Hardware \| Videoconferencing Services \| Videoconferencing Software \| Videoconferencing Standards \| Videoconferencing Systems

Cashing in on Customer Insight sponsored by IBM WHITE PAPER: In today's world, the only way to stand out is by differentiating the experience you offer your customers. Access this exclusive resource to explore how you can improve customer experience by leveraging customer analytics- including predictive analytics, social analytics, business intelligence, and decision management. Posted: 07 Feb 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Retention \| Customer Service \| Data Analytics \| Data Mining \| Predictive Analytics \| Web 2.0

Improve Transportation Readiness, Flexibility, and Agility With SAP® Transportation Management sponsored by SAP America, Inc. WHITE PAPER: To keep customers happy, businesses need to be able to streamline their commercial transportation - a process that has become alarmingly complex and globalized. Read on to learn how to achieve greater transportation management efficiency today. Posted: 01 Feb 2013 \| Published: 03 Nov 2011 TOPICS: Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Transportation Industry \| Transportation Management \| Transportation Management Software

Enable Enterprise Mobility & Change the Game sponsored by Hewlett-Packard Limited 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: 25 Jan 2013 \| Published: 30 Jun 2012 TOPICS: Applications Management \| Customer Service \| Mobile CRM \| Mobile Device Management \| Mobile Device Management Software \| Mobile Workers

HP Mobile Applications Services At-a-Glance: Deliver anytime, anywhere convenience sponsored by Hewlett-Packard Limited 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: 17 Jan 2013 \| Published: 31 Aug 2012 TOPICS: Application Deployment \| Application Integration \| Application Security \| Cloud Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Enterprise \| Enterprise Computing \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Security \| Security Management

Can good data deliver a better customer experience? sponsored by QAS WHITE PAPER: Businesses focused on improving the customer experience are overlooking a critical factor: data quality. Without reliable customer data, no new strategy or technology will enhance the experience you deliver. Read on to learn why an effective data management strategy should be the foundation of your customer experience improvement project. Posted: 16 Jan 2013 \| Published: 16 Jan 2013 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Quality

Pervasive Video: Helping the Enterprise of Today and Tomorrow sponsored by Dimension Data WHITE PAPER: Uncover why taking your video conferencing to the next level – pervasive video – provides video access to users across the world, increasing collaboration and productivity easily and efficiently – and helping you reap all the benefits video conferencing truly has to offer. Posted: 11 Jan 2013 \| Published: 31 Dec 2012 TOPICS: Collaboration \| Customer Retention \| Customer Satisfaction \| Customer Service \| Mobile Workers \| Remote Office Connectivity \| Remote Offices \| Remote Users \| ROI \| User Experience \| Videoconferences \| Videoconferencing Services \| Videoconferencing Systems

Integrating multiple channels to build a single view of the customer sponsored by Genesys EGUIDE: CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM. Posted: 21 Feb 2013 \| Published: 21 Feb 2013 TOPICS: Collaboration \| CRM \| CRM Services \| Customer Data Integration \| Customer Satisfaction \| Customer Service

Solution Spotlight: The Role of a Chief Customer Officer in Leading Customer Experience Management sponsored by IBM and Crossview EGUIDE: Access this exclusive resource to find out how chief customer officers are cultivated inside the company and come from a variety of different backgrounds. Discover why brining a chief customer officer on board can help your organization refocus on the increasingly important customer experience management. Posted: 18 Feb 2013 \| Published: 18 Feb 2013 TOPICS: CRM \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service

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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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