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Customer Interaction Services

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ALSO CALLED: CIS, Customer Relations
DEFINITION: In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology  … 
Customer Interaction Services Reports
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Hyperscience x ONE Insurance
sponsored by Hyperscience Europe Ltd
CASE STUDY: Access this case study to learn how the Hyperscience Platform is empowering businesses to transform their operations and drive operational efficiency as well as human productivity by fully unlocking the power of their data.
Posted: 20 Nov 2020 | Published: 20 Nov 2020

Hyperscience Europe Ltd

The Online Retailer’s Guide to Higher Profitability
sponsored by Cloudflare and Queue IT
EBOOK: Retailers are preparing for the upcoming holidays, the most lucrative time of the year for online shopping. If you haven’t already begun capacity planning or upgrades to your online store infrastructure, there’s still time to get ready. View this guide to see a checklist to make sure your online store is ready for the holidays.
Posted: 19 Nov 2020 | Published: 19 Nov 2020

Cloudflare and Queue IT

How To Grow Your Local Business During Uncertain Times
sponsored by Podium
WEBCAST: This webcast from Podium discusses the simple things that businesses can do to continue growing through the pandemic and beyond. Access it here to learn how to optimize your web presence to drive more leads, stand out from your competition by building a strong online reputation, effectively communicate with customers, and more!
Posted: 19 Nov 2020 | Premiered: Nov 19, 2020

Podium

Hotel Booking System Processes Over 1 Million Queries a Day with SAP on Azure
sponsored by NTT
WHITE PAPER: Access this case study to learn about NTT Ltd.’s management of SAP on Azure, a solution that increases capacity while reduces system outages, giving organizations the flexibility and scalability they require to manage client queries.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

NTT

NWN Contact Center Offering
sponsored by NWN Corporation
VIDEO: Access this video to learn how your organization can leverage NWN’s Contact Center Solution to make intelligent and transformative decisions for your company.
Posted: 18 Nov 2020 | Premiered: 18 Nov 2020

NWN Corporation

Accelerating Digital Transformation to Drive Meaningful Change Inside Retailers
sponsored by ServiceNow
WHITE PAPER: It’s crucial that modern retailers continue to improve their customer experience with strategies like omnichannel communication, personalization, and customer self-service. Check out ServiceNow’s retail data platform to see how they can help retailers of all sizes adapt faster, build better, empower employees, and more.
Posted: 17 Nov 2020 | Published: 17 Nov 2020

ServiceNow

Keeping Up with Current Consumer Needs as Demands Change—Again
sponsored by ServiceNow
WHITE PAPER: Access this white paper to learn 4 key questions and answers when adjusting to the big retail pivot.
Posted: 17 Nov 2020 | Published: 17 Nov 2020

ServiceNow

Open for Business: Enabling True Collaboration Without Compromise
sponsored by Kingpin Comm. - 8X8
EBOOK: As network professionals know, the greatest inhibitor of productivity is complexity. With commerce, talent acquisition and now work all living online, organizations need a platform can support all of their communications efforts through just one vendor. Jump into this e-book to get a glimpse at what all-in-one communications can do.
Posted: 19 Oct 2020 | Published: 19 Oct 2020

Kingpin Comm. - 8X8

Top Trends in Customer Identity and Access Management (CIAM) with analyst Mary Ruddy
sponsored by Okta
WEBCAST: Customer identity has gone mainstream. A seamless customer experience across devices is now expected. At the same time, security and privacy concerns are at an all-time high. View this webinar to hear from Gartner analyst Mary Ruddy and learn about findings from her recent research "Top 5 Trends in CIAM Solution Design".
Posted: 30 Sep 2020 | Premiered: Sep 30, 2020

Okta

Six Ways to Use AI for Intelligent Customer Service
sponsored by Kustomer
WHITE PAPER: Check out this white paper from Kustomer to learn 6 ways to leverage AI to deliver effortless and effective customer service and discover the future of the industry.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Kustomer

Prepping for the Holidays
sponsored by Kustomer
WHITE PAPER: While the holiday season is a happy time for businesses and consumers alike, it can be stressful when customer service inquiries are spiking by almost 120%, like they did in 2019. Read this white paper to learn why omnichannel support is necessary for innovative businesses, how to best provide customers with the self-service they crave, and more.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

What to Look for in a Customer Service Software Solution
sponsored by Kustomer
WHITE PAPER: Surveys show that 66% of customers aged 25 to 44 believe the customer is always right. With customers demand more than ever, how can you deliver on these lofty expectations? Find out in this white paper.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

Leading Cable TV and Telecom Provider Enhances Customer Experience with A Customer 360 View, Using StreamAnalytix
sponsored by StreamAnalytix
WHITE PAPER: How was a traditional cable provider able to reduce high customer churn and poor customer data usage, and become a competitive business with real-time analytics powering their growth? Read this white paper to learn how StreamAnalytix was able to help their client gain deeper insight into their consumer behavior and take data-driven action.
Posted: 09 Sep 2020 | Published: 09 Sep 2020

StreamAnalytix

Consumer Pivot to Digital – During and After COVID-19
sponsored by Fractal
WEBCAST: Watch this video for tips on creating an omnichannel experience that can help you support customers during and after COVID-19.
Posted: 01 Sep 2020 | Premiered: Aug 20, 2020

Fractal

How to Get Started with Sentiment Analysis and Improve Your CX
sponsored by TIBCO
EBOOK: To extract meaning and value from unstructured data, organizations can use sentiment analysis to parse semantics and raw text and better understand customer emotions and desires. Read this eBook to learn how to get started with sentiment analysis and improve CX.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

TIBCO

Digital Experience Management: the next stage for customer experience efforts
sponsored by ComputerWeekly.com
EGUIDE: The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
Posted: 25 Aug 2020 | Published: 25 Aug 2020

ComputerWeekly.com

How Your Customer Success Team Can Help Deliver Superior Embedded Analytics
sponsored by Toucan Toco
WHITE PAPER: Delivering embedded analytics has become a key priority for most ISVs, and a key feature for buyers. So how can you ensure you’re providing your customers with what they’re looking for? Read on to learn how integrating your customer success team with your sales and product team can help in this endeavor.
Posted: 20 Aug 2020 | Published: 20 Aug 2020

Toucan Toco

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

What is VoIP?
sponsored by Verizon
RESOURCE: Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

The CX Balancing Act: Personalization Meets Respect for Customer Privacy.
sponsored by Verizon
RESOURCE: Access this resource to see what it takes for customer to share their data and discover the top 3 CX experiences a company should deliver in exchange for personal information.
Posted: 28 Jul 2020 | Published: 08 Apr 2020

Verizon

The Workers’ Experience
sponsored by Dell Technologies and Intel
ANALYST REPORT: In the search to uncover the facts about worker experiences across a broad range of global regions and industries, a survey commissioned by Dell points the way to greater work effectiveness and organizational competitiveness. Access this analyst report to discover the 9 key findings of the study.
Posted: 27 Jul 2020 | Published: 27 Jul 2020

Dell Technologies and Intel

The Future of Enterprise Collaboration
sponsored by Intrado
WHITE PAPER: Access this white paper to read Rob Bellmar, Co-Present of Intrado Enterprise Collaboration speak about the biggest concerns around unified communications and discover how Intrado can help through 4 key dimensions.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Intrado

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
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