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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.  … 
Customer Service White Papers (View All Report Types)
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Growing Your Company Through Customer Support
sponsored by LogMeIn, Inc.
WHITE PAPER: Harris Interactive, a market research company, recently found that the top 2 reasons customers are switching brands are: poor service and a failure to resolve issues in a timely manner. Download this white paper to explore the importance of a strong support team, as well as tips to help you improve your strategy.
Posted: 07 Jan 2021 | Published: 07 Jan 2021

LogMeIn, Inc.

Transform your customer experience with Slack for support teams
sponsored by Slack
WHITE PAPER: Support teams have evolved into a key profit center for businesses—and companies that take the customer experience seriously reap the benefits. With this guide, your team can meet expectations for fast, connected, and personal service. Learn how Slack can offer a support team for your support team here.
Posted: 29 Dec 2020 | Published: 29 Dec 2020

Slack

CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success
sponsored by Zendesk - SING
WHITE PAPER: ESG research shows that the current pandemic has further emphasized organizations’ need for quality customer experience (CX): 78% of respondents said customer-centric agility has increased in importance as a result of COVID-19. Now, ESG and Zendesk have partnered in a survey to see who the CX champions are—and what strategies they share.
Posted: 28 Dec 2020 | Published: 28 Dec 2020


Partner Experience Trends
sponsored by CompTIA
WHITE PAPER: In this resource from CompTIA, you will learn about the partner experience. Discover its definition, partner experience elements and program trends, the partner journey and impact of new types of partners and metrics.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

CompTIA

Content for Every Moment
sponsored by Adobe
WHITE PAPER: Customer experience management (CXM) goes beyond CRM and shows you what customers need right now, and in the future—and helps you provide it in real time, at scale and across every channel. Download this Experience Essentials guide for tips on getting started with CXM and delivering the right content for every moment.
Posted: 22 Dec 2020 | Published: 22 Dec 2020

Adobe

Long Hold Times are Killing Your Customer Experience
sponsored by RingCentral
WHITE PAPER: If one thing is clear, it’s that customers absolutely hate being left on hold. Addressing this issue requires investment in strategies like proactive customer engagement, the development of digital channels for customer service, and chatbot incorporation. Read this white paper to learn more about boosting the call center customer experience.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

Restructuring Your Contact Center Technology for the Customer Experience Era
sponsored by RingCentral
WHITE PAPER: Read this whitepaper from RingCentral to learn the 4 key steps to restructuring your contact center technology to leverage artificial intelligence and the cloud and the 9 benefits of doing so.
Posted: 17 Dec 2020 | Published: 17 Dec 2020

RingCentral

Design communications for superior digital experience
sponsored by OpenText
WHITE PAPER: Whether traditional or digital, communications are the primary customer touchpoint for most organizations. Explore 5 best practices to take customer communications to the next level, and deliver a top-notch CX, in this white paper.
Posted: 09 Dec 2020 | Published: 09 Dec 2020

OpenText

Call Center Experience: The Piece Everyone’s Overlooking
sponsored by Easy On Hold
WHITE PAPER: 86% of callers must endure hold time every time they contact customer service. So why, then, is the in-queue and on-hold experience for callers so frequently forgotten? Explore the 3 steps you can take to improve the contact center experience for your customers, and tips for getting started in this white paper.
Posted: 09 Dec 2020 | Published: 09 Dec 2020

Easy On Hold

The New CX Mandate: Insights & predictions of 1500 customer service leaders
sponsored by Freshworks
WHITE PAPER: Check out these survey results from 1,500 customer service leaders throughout the duration of the pandemic, and learn what’s being done to manage customer expectations and speed problem resolution in the coming year.
Posted: 01 Dec 2020 | Published: 01 Dec 2020

Freshworks

Aws Personalize Brings The Power Of Amazon To Everyone
sponsored by SoftServe
WHITE PAPER: Learn about Amazon Personalize and how you can get started with it today in this white paper.
Posted: 17 Nov 2020 | Published: 17 Nov 2020

SoftServe

Creating Epic Digital Experiences for B2B Companies
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Your business customers deserve the same customer-centric digital experiences that are so common in the B2C world—whether that’s an easy-to-use ecommerce system or a progressive web app. In short, digital experience is critical for everyone involved in your business. Review the business benefits of improving your digital experience here.
Posted: 10 Nov 2020 | Published: 10 Nov 2020


The omnichannel customer service platform to win customers-for-life
sponsored by Freshworks
WHITE PAPER: Freshworks Support 360˚ is a modern customer service platform that helps you deliver seamless, cross-channel customer service. Learn about the solution and its capabilities in this white paper
Posted: 30 Oct 2020 | Published: 30 Oct 2020

Freshworks

Making the cross-channel commitment.
sponsored by Adobe
WHITE PAPER: The decision to take a customer-centric approach involves organization-wide planning, with every induvial understanding the role they play in supporting the customer experience. To help you out, Adobe's guide examines 6 ways to tell if you're ready for a cross-channel commitment.
Posted: 22 Oct 2020 | Published: 22 Oct 2020

Adobe

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020
sponsored by [24]7.ai
WHITE PAPER: In this exclusive Forrester Research report, Forrester evaluates the top 13 providers in the digital-first customer service market, which has seen tremendous growth this year. Download the report to learn about the 3 key takeaways to keep in mind for a successful customer service approach—and see if your vendor makes the list.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

The Aragon Research Globe for Intelligent Contact Centers, 2020
sponsored by Avaya
WHITE PAPER: The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Avaya

The Era of Messaging
sponsored by [24]7.ai
WHITE PAPER: Read this white paper to learn why messaging is so vital to the customer experience today, and how your organization can move forward with a successful messaging platform and strategy.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

[24]7.ai

Orchestrating enterprise wide recovery from COVID-19
sponsored by Fractal
WHITE PAPER: With stay-at-home orders and remote work, the era of streaming content is at an all-time high. Learn about the 3 enterprise-wide strategies that can help drive a consistent customer experience as the market continues to rise and fall here.
Posted: 03 Aug 2020 | Published: 03 Aug 2020

Fractal

Intrado Guide: Creating Customer Personas
sponsored by Intrado
WHITE PAPER: While you may be familiar with customer segments, many are less familiar with customer personas. While a segment will list simple demographic information, personas are more in-depth pictures of clients: what their desires, needs, emotions and more are. Read on to learn how to cultivate and use customer personas.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Intrado

Winning the CX war: Crafting the perfect experience
sponsored by Verizon
WHITE PAPER: Access this research report to see how you can harness and analyze customer data to provide top-notch customer service.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Verizon

Consumers in the Americas: Seeking speed and trust
sponsored by Verizon
WHITE PAPER: Consumers across the Americas have prioritized speed and efficiency since the first drive-through was invented. So how do you improve the consumer experience for these customers? Check out this Verizon white paper to learn how your customer experience strategy can be improved and acted upon in the Americas.
Posted: 22 Jul 2020 | Published: 19 Jun 2019

Verizon

An introduction to SAP Business One
sponsored by Sapphire
WHITE PAPER: Check out this white paper to learn the key capabilities of the SAP Business One ERP solution and discover how working with Sapphire Systems will help your business move forward faster.
Posted: 29 Jun 2020 | Published: 29 Jun 2020

Sapphire

What Are Successful CX Leaders Doing Differently?
sponsored by Verizon
WHITE PAPER: Customer experience has become the distinguishing factor for many businesses today, with some consumers valuing their experience even over product quality. But how can you continue to provide the best customer experience possible? Check out this white paper to discover how leaders in the field are using technology to offer exceptional experiences.
Posted: 25 Jun 2020 | Published: 16 Jan 2019

Verizon

How PIMCO is Scaling Their Human Capital with the Power of Digital
sponsored by Fractal
WHITE PAPER: For global investment management firms like PIMCO, terms like digital transformation mean using all the data and technology at your disposal to create a better experience for your customers. Check out this interview with PIMCO’s head of digital marketing to learn how they broke down data siloes and turned unused data into insight.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

Fractal

The Role Human Touch Plays in the Digital Customer Experience.
sponsored by Verizon
WHITE PAPER: Digital transformation has deeply impacted the customer experience. As technology and automation take on greater roles in customer service, it’s more important than ever to show customers you care about them as human beings. Read on to learn how to create the best possible customer experience, and create lifelong customers, in the digital age.
Posted: 25 Jun 2020 | Published: 02 May 2018

Verizon
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