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Customer Service

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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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Making Intelligent Virtual Assistants A Reality
sponsored by Earley Information Science
WHITE PAPER: The modern customer has sky-high expectations for their experience, and intelligent virtual assistants are foundational tools for providing the service and self-service capabilities they demand. But how can you deploy one of these tools in your business? Read on to learn how you can build an intelligent virtual assistant sure to create value.
Posted: 19 Nov 2021 | Published: 19 Nov 2021


5 steps towards building frictionless self-service and onboarding digital products
sponsored by Zuhlke
WHITE PAPER: A strong digital presence today is often defined by self-service capabilities. Read on to learn 5 steps you can take to construct the frictionless self-service experience you need to make your customers happy, whether you’re building your own solutions or take advantage of a separate specialized solution.
Posted: 17 Nov 2021 | Published: 17 Nov 2021

Zuhlke

Rightsizing Your Salesforce Spend
sponsored by ClearEdge
WHITE PAPER: Without an accurate assessment of your current environment and future needs, you can find yourself at an inherent disadvantage in negotiating the best deal. Access 'Rightsizing your Salesforce Spend and Deal Structure' to learn the mistakes that lead to overspending, discover how to accurately forecast licensing needs, and more.
Posted: 13 Sep 2021 | Published: 13 Sep 2021

ClearEdge

Salesforce Street Pricing & Sales Tactics
sponsored by ClearEdge
WHITE PAPER: This special report provides you with the actual discounts negotiated in more than 100 recent Salesforce deals on products like CRM, Marketing Cloud, Einstein and more.
Posted: 13 Sep 2021 | Published: 13 Sep 2021

ClearEdge

Top 3 Gotchas in a Salesforce Agreement
sponsored by ClearEdge
WHITE PAPER: This eBook identifies traps hidden in the standard language of your Salesforce licensing agreement and provides specific guidance to help minimize your company's exposure.
Posted: 13 Sep 2021 | Published: 13 Sep 2021

ClearEdge

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

Streamline customer service with digital workflow
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: 08 Apr 2021 | Published: 08 Apr 2021

ServiceNow

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

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

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

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

2 Real World Case Studies for Intelligent Virtual Agents
sponsored by Serviceaide
WHITE PAPER: As the never-ending pressure to lower IT costs builds, enterprises are seeing how a shift to intelligent Virtual Agents meets customer demands at a far lower cost. In this report, learn about the real-world applications of Virtual Agents.
Posted: 11 Jun 2020 | Published: 11 Jun 2020

Serviceaide

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

Cisco Collaboration Endpoints
sponsored by Global Knowledge
WHITE PAPER: This white paper provides you with product specifications and capabilities for Cisco's phone, desktop, and large screen immersive videoconferencing options.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge

Cisco Unified Collaboration Solutions Infrastructure Overview
sponsored by Global Knowledge
WHITE PAPER: Learn how Cisco Unified Collaboration infrastructure products can help you provide everything from call control which provides signaling and dial plan support to the expressway series providing firewall traversal for external access.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge
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