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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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Second In The Series: You Still May Not Need A Cadillac
sponsored by Serviceaide
WHITE PAPER: Business must deliver excellent customer service—both internal and external – or risk falling behind. By applying smart automation to repeatable processes, companies can transform their operations to deliver the level of service customers expect. Open up this paper to learn more.
Posted: 22 Jul 2021 | Published: 22 Jul 2021

Serviceaide

Four Ways To Transform Support For Franchisees
sponsored by Capgemini
WHITE PAPER: Digital technologies are driving change to traditional business models, and suppliers and stakeholders now want the same level of experience that consumers receive. Open this paper to learn how the service-delivery model should be governed to keep all parties happy, as well as a look at 4 ways to transform support for franchisees.
Posted: 14 Jul 2021 | Published: 14 Jul 2021

Capgemini

Reinventing Retail: How tech is Changing the Face of Customer Service
sponsored by LivePerson
WHITE PAPER: According to LivePerson, 71% customers have abandoned online shopping carts worth up to $3.17 billion. Read on to see how better messaging experiences, artificial intelligence augmented processes, and integrated applications are transforming online retail and helping organizations overcome the novel challenges e-commerce presents.
Posted: 13 Jul 2021 | Published: 13 Jul 2020

LivePerson

QR Codes are Having their Moment
sponsored by LivePerson
WHITE PAPER: The pandemic has accelerated QR code adoption, as even the most casual consumer has become familiar with using QR code menus, check-ins, tour guides, and more. Access this white paper to discover the top 5 breakthrough uses for QR codes and see how they can serve as simple, cost-effective customer engagement strategies for all companies.
Posted: 13 Jul 2021 | Published: 13 Jul 2020

LivePerson

Consumer Preferences for Conversational Commerce
sponsored by LivePerson
WHITE PAPER: Access the results of this LivePerson survey to learn how customer trends and expectations around messaging are changing and discover how advanced messaging capabilities can help you attract a wide range of customers across the buying cycle.
Posted: 12 Jul 2021 | Published: 12 Jul 2021

LivePerson

2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas
sponsored by Aisera
WHITE PAPER: In this Gartner Strategic Roadmap, you’ll learn how you can develop a 3-year roadmap to deliver high impact business outcomes and superior experiences. Continue reading to discover 10 dilemmas you will face on this journey and explore how your roadmap can address these issues.
Posted: 10 Jun 2021 | Published: 07 Jan 2021

Aisera

The New CX Mandate
sponsored by Freshworks
WHITE PAPER: Open up this white paper to explore insights and predictions from 175 CX leaders about the future of contact centers in retail, including how to manage shopper expectations, understand 2021 priorities and more.
Posted: 16 Apr 2021 | Published: 16 Apr 2021

Freshworks

AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 08 Apr 2021 | Published: 08 Apr 2021

ServiceNow

When moments matter.
sponsored by Adobe
WHITE PAPER: When you can build a bridge between real-time insights and real-time action, you can deliver highly relevant experiences—right when your customers are ready to engage. Explore how your team can incorporate real-time data and analytics into your customer engagement solutions in this guide.
Posted: 29 Mar 2021 | Published: 29 Mar 2021

Adobe

How to select the right commerce platform.
sponsored by Adobe
WHITE PAPER: Wherever you are in your commerce journey, investing in a new commerce platform is a decision that will have significant short-term and long-term impacts on your commercial success. Learn what to look for in a commerce platform with this guide.
Posted: 29 Mar 2021 | Published: 29 Mar 2021

Adobe

Improve customer strategy with predictive routing
sponsored by Genesys
WHITE PAPER: Customer experience is neither a single interaction nor a series of them; it’s an end-to-end customer journey. This guide aims to help your team make sense of customer interactions, including what to know about the predictive routing model and how customer experience platforms help you contextualize data. Download the guide here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Genesys

Service Continuity & Connectivity
sponsored by ServiceNow
WHITE PAPER: Last year, many organizations learned the hard way that those who adopted a proactive approach toward internal and external preparedness were the ones that came out on top. Luckily, it’s not too late to get started. Learn how to refine your approach to service continuity with this in-depth guide. Download the guide here.
Posted: 11 Mar 2021 | Published: 11 Mar 2021

ServiceNow

2020 Talkdesk Contact Center Kpi Benchmarking Report
sponsored by Talkdesk
WHITE PAPER: Contact centers have changed considerably since last year—or even last month. In this comprehensive guide to contact centers, explore the role and value of Key Performance Indicators (KPIs), as well as 10 steps you’ll need to define your contact center KPIs. Save the guide here.
Posted: 26 Feb 2021 | Published: 26 Feb 2021

Talkdesk

How The Endless Aisle Can Lead To Happier Customers
sponsored by Hughes Network Systems
WHITE PAPER: Customer demand today operates on one principle: Convenience is king. With customer expectations at an all-time high due to super stores and same-day delivery, many retailers are turning to “Buy Online, Pick-up In-Store”, or BOPIS, to keep customers happy. Learn how your team can leverage BOPIS to meet elevated customer expectations in this guide.
Posted: 18 Feb 2021 | Published: 18 Feb 2021

Hughes Network Systems

Improve the Contact Center Customer Experience with Digital Technologies
sponsored by ServiceNow
WHITE PAPER: While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

4 Key Drivers of Change in Customer Experience
sponsored by ServiceNow
WHITE PAPER: Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

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

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

The Total Economic Impact™ Of ServiceNowCustomer Service Management For Communication Service Provider Organizations
sponsored by ServiceNow
WHITE PAPER: The cloud presents a unique opportunity for businesses to create unified, flexible customer engagement and service systems. Unfortunately, most companies just don’t have the time, money, or expertise to build their own. Check out this Forrester report to learn the ROI and benefits of one solution, ServiceNow’s Customer Service Management platform.
Posted: 17 Nov 2020 | Published: 01 Aug 2020

ServiceNow

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

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

5 Rapid-response digital marketing strategies to win and keep customers
sponsored by Avanade
WHITE PAPER: As businesses struggle through a turbulent economy and more competition than ever, a comparatively easy way to gain customers and earn their loyalty is by improving the experience you offer. Read on to learn 5 quick ways you can augment and improve your strategy for better business results.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Avanade

Americas: The CX Speed Seekers
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

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

Nurture And Develop Your Virtual Agent’s Career
sponsored by Serviceaide
WHITE PAPER: Many customer support agents are overworked and overburdened with around the clock support, management headaches, and budget constraints. As a result, businesses are considering hiring digital staff to help ease the load. Learn more about the future of virtual agents in IT in this guide.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

Serviceaide
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