Business of Information Technology  >   Business Processes  >  

Customer Service

RSS Feed   
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 272 Matches Previous Page  |  Next Page
Connecting to Better Customer Experiences
sponsored by Genesys
WHITE PAPER: 79% of customers reported being more loyal to the organizations that are easy and simple to contact. For organizations struggling to improve their customer experience, data is the solution. In this eBook, find a collection of key insights around innovating with data from Connected Customer 2019’s speakers.
Posted: 20 May 2020 | Published: 20 May 2020

Genesys

Why the UK Energy Sector needs to give control to its customers
sponsored by Genesys
WHITE PAPER: Access this white paper to discover why disruption is a driving force of the utility landscape and learn 6 priorities for bringing digital to the forefront of your company’s business strategy.
Posted: 19 May 2020 | Published: 15 May 2020

Genesys

Rising Customer Expectations Drive Adoption of Visual Engagement Tools
sponsored by LogMeIn Rescue
WHITE PAPER: Rescue by LogMeIn commissioned Forrester Consulting to survey CX professionals to dig into the issue. The bottom line: Adopting the right visual engagement technology is critical for brands focused on increasing customer trust and decreasing customer effort as their top CX goals. Learn more about what they found.
Posted: 19 May 2020 | Published: 19 May 2020

LogMeIn Rescue

10 Hot-Button CX Topics to Evolve the Customer Engagement Strategy
sponsored by Genesys
WHITE PAPER: Siloes, differing objectives, and complex transactions are just a few of the things that detract from an easy, positive customer experience. So how are companies dealing with the changing challenges of providing customer experience? Check out the top 10 hot-button CX topics and learn how the industry is dealing with them.
Posted: 18 May 2020 | Published: 18 May 2020

Genesys

Why Service Assurance is Vital for a Quality 5G Customer Experience
sponsored by ServiceNow
WHITE PAPER: Access this white paper to read an interview between ServiceNow and Karl Whitelock, Research VP, Communications Service Provider Operations and Monetization at IDC address the top 7 concerns facing service assurance in a 5G world.
Posted: 15 May 2020 | Published: 15 May 2020

ServiceNow

Experience is King
sponsored by LogMeIn, Inc.
WHITE PAPER: 65% of people find a positive experience with a brand to be more influential than ad exposure marketing campaigns. This is all to say: Customer experience is key. In this guide, learn how contact center software is designed to make every customer experience a positive one—starting with your employees.
Posted: 13 May 2020 | Published: 13 May 2020

LogMeIn, Inc.

Delivering on the Promise of a Great Customer Journey
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Customer satisfaction and customer relationship management are crucial components to any successful business strategy, and businesses are realizing this—about 2/3 of organizations have customer experience initiatives underway. Read on to learn more about customer expectations, market trends, and business strategies about customer satisfaction.
Posted: 05 May 2020 | Published: 01 Jan 2020


The Convenience Factor: 6 Ways to Capitalize on This Shopper Preference
sponsored by SFG
WHITE PAPER: Now more than ever, convenience — or the lack thereof — has a significant impact on shopper behavior. Download this white paper to explore research on how consumers rate the convenience factor, and 6 ways you can capitalize on this shopper preference.
Posted: 30 Apr 2020 | Published: 30 Apr 2020

SFG

5 Strategies for Experiential Commerce
sponsored by Acquia, Inc.
WHITE PAPER: This e-book highlights five strategies for experiential commerce to help close the content and commerce integration gap—from uniting your marketing and merchandising functions to moving towards the omnichannel. Download now to discover these essentials and to put them to use in your enterprise.
Posted: 24 Apr 2020 | Published: 24 Apr 2020

Acquia, Inc.

Customer Behavior Data: Opportunities, Challenges & the Reality
sponsored by Outlier
WHITE PAPER: How can your business take advantage of customer behavioral data? Read this e-book to find out. Inside, you’ll find guidance on how to gleam business-critical results from customer behavior data, 3 use cases, and how to overcome any challenges in your path.
Posted: 22 Apr 2020 | Published: 22 Apr 2020

Outlier

A Practitioner’s Guide to Sustainable Customer Experience in the Contact Center
sponsored by Vonage
WHITE PAPER: While digital interactions are on the rise, the contact center continues to play a significant role in building and maintaining a brand’s reputation. Download this white paper for practical tips on how to deliver a great customer experience in the contact center
Posted: 15 Apr 2020 | Published: 15 Apr 2020

Vonage

Checklist: Managing Work-from Home Contact Center Agents
sponsored by NICE inContact
WHITE PAPER: Download NICE inContact’s Remote Agent Checklist to help you prepare in the event your organization is forced to work from home.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

NICE inContact

Using Marketing Analytics to Demonstrate & Share Your Team’s Value
sponsored by Adobe Inc
WHITE PAPER: Download this cheat sheet to learn how marketing analytics—a game-changing capability of marketing automation solutions—can help your marketing team demonstrate value and drive results.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

Adobe Inc

Why Now’s the Time to Make Your Move to Marketo Engage
sponsored by Adobe Inc
WHITE PAPER: It’s time to invest in a solution that doesn’t just enable your team to complete tasks but also empowers them to drive impressive results—like Marketo Engage. Download this guide to learn how Marketo Engage can help you, personalize content across every channel, align your marketing and sales teams, and more.
Posted: 10 Apr 2020 | Published: 10 Apr 2020

Adobe Inc

Digital Communications in Financial Services
sponsored by Vonage
WHITE PAPER: Leading financial companies know that a good customer experience is crucial to keeping customers happy and loyal, and that the best customer experiences don’t end when the customers walk out your doors. Read on to see how digital communications and modern apps are being used to grow the customer experience to new heights.
Posted: 25 Mar 2020 | Published: 25 Mar 2019

Vonage

Reimagining Customer Experience
sponsored by Vonage
WHITE PAPER: Research has shown that 86% of consumers are willing to pay more for a great experience, while 89% will leave due to a poor experience. And by the end of 2020, customer experience will overtake price and product to become the key brand differentiator. Find out the Vonage journey.
Posted: 23 Mar 2020 | Published: 23 Mar 2020

Vonage

The CX Pro’s Guide to Speech Analytics
sponsored by CallMiner
WHITE PAPER: Speech analytics solutions have traditionally been used by the contact center, but that may be changing as more organizations adopt them elsewhere. Download this “CX Pro’s Guide to Speech Analytics” to explore all the need-to-know details and learn how you can use them to enhance and improve CX.
Posted: 19 Mar 2020 | Published: 19 Mar 2020

CallMiner

The Importance of DEM in the Financial Services Industry
sponsored by Catchpoint Systems Inc.
WHITE PAPER: Today’s tech-savvy customers expect an on-demand digital experience that’s equally savvy, posing a unique challenge in industries known for strict regulations. Jump into this eBook to learn how integrating a digital experience monitoring platform can give financial services organizations proactive insight into their customer-facing services.
Posted: 02 Mar 2020 | Published: 02 Mar 2020

Catchpoint Systems Inc.

Service KPIs: 18 Things to Consider
sponsored by Vonage
WHITE PAPER: Download this white paper to explore some of the most regularly used KPIs and their importance when it comes to measuring customer success, as well as 18 considerations that you can use to shape your KPI measurements.
Posted: 02 Mar 2020 | Published: 02 Mar 2020

Vonage

Top 3 'Gotchas' in a Salesforce Contract
sponsored by ClearEdge
WHITE PAPER: Be sure to look closely at the terms in a Salesforce contract. Available exclusively to TechTarget members, this premium download from ClearEdge analyzes the following top 3 Salesforce contract terms to understand and how to fix them: renewal caps, swap rights and restricted use licenses.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Negotiating with Salesforce
sponsored by ClearEdge
WHITE PAPER: Don't negotiate your next Salesforce deal without the correct plan. This download, exclusive to TechTarget members, will provide an overview of the ClearEdge Leverage Management Maturity Model, and drill down into the 4 areas specific to deal execution and how to apply them within your Salesforce negotiation.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Right Sizing Your Spend with Salesforce
sponsored by ClearEdge
WHITE PAPER: Sizing your Salesforce deal incorrectly can cost you in the long run. Download now to learn best practices in planning for license additions and reductions with Salesforce. Key components addressed include: lost leverage from under-purchase, why customers over-purchase, how to forecast accurately, and pros and cons of 4 deal structures.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

A Manufacturer’s Guide to Growing Profitably
sponsored by Epicor
WHITE PAPER: Most manufacturers expect to grow their business in the next 12 months and with the right IT in place, they can ensure this change is successful. Study this ebook to learn 5 key growth factors that contributed to business growth last year and 5 risks that may hinder growth in the coming year.
Posted: 05 Feb 2020 | Published: 05 Feb 2020

Epicor

Artificial intelligence: Friend or Foe of Customer Service?
sponsored by Genesys
WHITE PAPER: Download this CustomerThink paper to learn about the use of AI in customer service and explore guidance from analysts and industry leaders in the market.
Posted: 30 Jan 2020 | Published: 30 Jan 2020

Genesys

Transform the Telecom Customer Experience with ServiceNow
sponsored by ServiceNow
WHITE PAPER: As telecom leaders review their enterprise strategies, they see many challenges on the horizon. Arguably the biggest one is the shift from being product-focused to customer-focused. Download this white paper to explore how ServiceNow can help service providers become more customer-focused and transform CX.
Posted: 28 Jan 2020 | Published: 28 Jan 2020

ServiceNow
1 - 25 of 272 Matches Previous Page    1 2 3 4    Next Page

About TechTarget:

TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific websites, magazines and events.

Definitions:

All Rights Reserved, Copyright 2000 - 2020, TechTarget | Read our Privacy Statement  | Do Not Sell My Personal Info