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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)
1 - 25 of 252 Matches Previous Page  |  Next Page
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

Streamline Customer Service With Digital Workflows
sponsored by ServiceNow
WHITE PAPER: As ServiceNow puts it, behind every great customer service experience is a great digital workflow. With this guide, learn how digitizing workflows can help you deliver better customer experiences—even when the unexpected happens. Read the guide here.
Posted: 12 Apr 2021 | Published: 12 Apr 2021

ServiceNow

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: 09 Apr 2021 | Published: 09 Apr 2021

ServiceNow

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

The Secret to Simplifying Customer Experience Optimization
sponsored by Evolv
WHITE PAPER: The secret to simplifying customer experience optimization is out: AI is giving brands the power they need to optimize CX more effectively. In this article, explore what’s unique about AI-driven optimizations and—better yet—how to implement these practices within your own team. Get started here.
Posted: 06 Apr 2021 | Published: 06 Apr 2021


Financial Services Customer Experience: How To Digitally Improve
sponsored by Evolv
WHITE PAPER: The lesson learned across sectors is simple: Adopt a customer-centric strategy to understand and engage with your customers, and you’ll be on your way to success. Use this guide to learn how to make the best use of customer data to create excellent customer experiences.
Posted: 01 Apr 2021 | Published: 01 Apr 2021


How IT Leaders Can Close The Gap To Delivering Frictionless Digital Customer Experiences
sponsored by OutSystems
WHITE PAPER: Creating a superior digital customer experience is critical for any business wanting to thrive in 2021 and beyond. In this article, explore how to achieve the agility a digital customer experience requires with an AI-powered platform. Find the details here.
Posted: 01 Apr 2021 | Published: 01 Apr 2021

OutSystems

Evolving Customer Expectations Drive Adoption Of Visual Engagement Tools
sponsored by LogMeIn Rescue
WHITE PAPER: To meet customer experience expectations, businesses need to strengthen their personalization efforts and build customer trust. Access the results of this Forrester Thought Leadership Paper to learn why many businesses are struggling to meet CX expectations, and what CX leaders are doing to set themselves ahead.
Posted: 31 Mar 2021 | Published: 31 Dec 2019

LogMeIn Rescue

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

Building a Recession-Proof Contact Center
sponsored by Freshworks
WHITE PAPER: Your contact center should be resilient enough to handle anything that comes your way—especially in times of financial downturns. Luckily, this 12-step guide to maximizing contact centers can help you protect existing revenue, optimize costs, and create operational flexibility. Download the guide here to learn more.
Posted: 29 Mar 2021 | Published: 29 Mar 2021

Freshworks

HaHas Self-Scanning Gone Mainstream?
sponsored by Scandit
WHITE PAPER: Worldwide research has found that 71% of adults are interested in using a Scan & Go application that allows them to purchase products. Self-scanning is now one of the key technologies that can underpin more contactless shopping experiences. Learn more about self-scanning going mainstream in this guide.
Posted: 25 Mar 2021 | Published: 25 Mar 2021

Scandit

How Scandit Augmented Reality (AR) Can Transform The Customer Journey In Your Store
sponsored by Scandit
WHITE PAPER: In this guide, learn how adding Augmented Reality (AR) to self-scanning shopping applications can transform the customer journey in your store. Open the guide here.
Posted: 25 Mar 2021 | Published: 25 Mar 2021

Scandit

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

Reshape Fashion Retail With Smartphone Scanning: Keep Customers Safe, Satisfied And Increase Your Revenue
sponsored by Scandit
WHITE PAPER: In this infographic, explore the advantages of smartphone scanning and Augmented Reality (AR) software—so that your customers can turn their smartphones into personal shoppers with scan-enabled apps. Learn more here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Scandit

Why Scan & Go On Smartphones Is Going Mainstream
sponsored by Scandit
WHITE PAPER: When contactless shopping became essential, self-scanning on smartphones was one technology helping to keep nervous shoppers and exposed employees safe. Now, self-scanning is here to stay. To get a better understanding of the world of self-scanning technology, explore the highlights and results of this self-scanning survey. Get started here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Scandit

Automate decision making to improve customer experience and drive profitability in a rapidly changing world
sponsored by SAS
WHITE PAPER: Retail needs more than a digital transformation to keep customers engaged. That’s because true customer engagement demands high analytics capabilities—analytics that can combine consumer data with supply chain insight to generate the best decisions for each customer journey. Explore how to get started in this guide.
Posted: 22 Mar 2021 | Published: 22 Mar 2021

SAS

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

Journey Mapping — Chart The Moments That Matter Most
sponsored by Genesys
WHITE PAPER: Read on to learn how you can take data-driven action based around customer behaviors to increase satisfaction, boost engagement, and reduce support costs.
Posted: 23 Feb 2021 | Published: 23 Feb 2021

Genesys

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

Transform Your Business With Alchemer
sponsored by Alchemer
WHITE PAPER: Today, every organization collects feedback data — but very few act on it. This can be blamed—at least partially—on complex solutions that make it hard to gather actionable insights from data. Enter Alchemer. Learn about Alchemer and how it can help you consolidate and analyze feedback to improve the CX in this white paper.
Posted: 09 Feb 2021 | Published: 09 Feb 2021

Alchemer

Sixth Edition State Of Marketing
sponsored by Salesforce
WHITE PAPER: The COVID-19 pandemic has pushed customer experience to the forefront, as companies search for new ways to connect and build trust with entirely new standards.Salesforce's 6th Edition State of Marketing Report further examines this trend, and offers tips and tools that can help you improve CX strategy. Download the report here.
Posted: 02 Feb 2021 | Published: 02 Feb 2021

Salesforce

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
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