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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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The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

It's Good to Talk Even in a High Tech World
sponsored by BT
WHITE PAPER: View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

BT

Appian for Financial Services: Intelligent Contact Center
sponsored by Appian
WHITE PAPER: Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.
Posted: 31 May 2019 | Published: 31 May 2019

Appian

The Future of the Contact Center
sponsored by Avaya
RESEARCH CONTENT: In this Gartner research report, discover what to expect from the future contact center. Learn how AI can help revolutionize your engagement and interactions, and explore the technological changes paving the way for the contact center of the future, including cloud technology, chatbots, and more.
Posted: 24 May 2019 | Published: 25 Apr 2019

Avaya

5 Things to Consider Before You Invest in Predictive Behavioral Routing
sponsored by NICE Systems, Ltd
EBOOK: In this e-book, explore the benefits of predictive behavioral routing for the contact center. Review 5 questions to ask your potential predictive behavioral routing provider, and learn about the key technological features of a successful predictive behavior routing software.
Posted: 21 May 2019 | Published: 21 May 2019

NICE Systems, Ltd

Overcome the Greatest MSP Challenge: Customer Acquisition
sponsored by Unitrends
EBOOK: This e-book is designed to help you overcome the customer acquisition hurdle. Download it for guidance on not only finding new customers, but ensuring their data—as well as that of your existing customers—is secure and protected.
Posted: 01 May 2019 | Published: 14 Mar 2019

Unitrends

5 Best Practices for Building a Digital Student Community Experience
sponsored by Coveo
EBOOK: Download this e-book to learn why driving student success requires the digital student community experience to be unified, personalized and relevant, and uncover 5 strategic actions to help you get ahead.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Coveo

How Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance
sponsored by CallMiner
WHITE PAPER: In this white paper, discover how companies are increasing compliance with interaction analytics, and explore how interaction analytics can help organizations improve contact center performance while increasing compliance with regulations from TCPA, HIPAA, EFTA, CFPB, and more.
Posted: 01 Apr 2019 | Published: 31 Dec 2018

CallMiner

Improving the Customer Experience Through Assistive Selling
sponsored by Samsung Electronics
RESOURCE: In this article, explore how the smart application of retail technology is helping physical retailers transform their storefront, and uncover how the application of assistive selling tools are improving CX and driving revenue in the physical retail environments.
Posted: 25 Mar 2019 | Published: 05 Dec 2018

Samsung Electronics

Trends in Customer Trust
sponsored by Salesforce
RESEARCH CONTENT: As lines between digital and physical worlds blur, today's customers demand deeply relevant, personalized experiences across devices, channels, and interactions. Download this research brief to explore why trust is foundational to CX and what businesses can do to foster trust while meeting the demands for tailored engagement.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Salesforce

Trends Elevating the Customer Experience in Travel & Transportation
sponsored by Salesforce
RESEARCH CONTENT: Download this report to explore how travel, transportation, and hospitality companies that focus on personalized, contextualized, and proactive engagement can thrive in this new customer era.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Salesforce

The Value of Customer Support Across Your Organization
sponsored by Squelch
EBOOK: As customer experience becomes a key differentiator for businesses in today's competitive landscape it takes a company-wide, integrated approach to equip support agents with the knowledge they need to deliver the quality of services your customers demand. Download this e-book to explore what this looks like in practice.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Squelch

Integrated NICE inContact Products & Metrics Power TechStyle Fashion Group
sponsored by NICE inContact
VIDEO: Download this video to learn why TechStyle Fashion Group chose NICE inContact's cloud-based customer platform to provide customers with the channel options they want, and the streamlined experience they expect.
Posted: 07 Feb 2019 | Premiered: 07 Feb 2019

NICE inContact

Telekom Serbia Turns Contact Center into Profit Center with Avaya
sponsored by Avaya
CASE STUDY: Download this case study to learn how Telekom Serbia increased their customer satisfaction rate by almost 16%, while also improving support for mobile services.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by NICE inContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

NICE inContact

Autodesk Inc. - Speeding Customer Response Times by 99% with IBM Watson
sponsored by IBM
CASE STUDY: In this case study, learn how Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, developed a virtual agent to interact with customers contributing to a 10-point increase in customer satisfaction levels.
Posted: 13 Nov 2018 | Published: 13 Nov 2018

IBM

Leveraging Technology to Meet Evolving Customer Expectations
sponsored by Avtex
RESOURCE: There are more ways to interact with customers than ever before, and new methods are surely on their way. This includes chatbot, AI and IoT devices. How well do you understand how to use these to best serve your customers? Read this resource to learn more about these innovations that have the potential to impact your customers' experience.
Posted: 17 Oct 2018 | Published: 17 Oct 2018

Avtex

CRM as a CX Enabler
sponsored by Avtex
WHITE PAPER: CX, at its core, is more effective when tailored to a customer's unique needs and preferences. In this white paper, learn how CRM impacts the success of CX programs in many ways. Continue reading to explore more strategies to maximize your CRM's support of CX initiatives.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

Avtex

Transforming Your Legacy Contact Center Into a Customer Experience Center
sponsored by Avtex
EBOOK: To attract and retain empowered customers of today, businesses must transform their legacy contact center into a modern experience center by embracing new processes and technologies. Find out how doing so can improve customer satisfaction rates, generate loyalty, decrease unnecessary costs and drive efficiencies for your organization.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

InteractionSyn: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

From Insights to Engagement: Transform Your Customer Relationships with Data
sponsored by Marketo
RESOURCE: Inside, learn why marketers struggle to see a step-by-step path forward for meeting customers' expectations, and find out how and why you can use customer data to improve engagement.
Posted: 12 Sep 2018 | Published: 12 Sep 2018

Marketo

State of the Connected Customer
sponsored by Salesforce
RESEARCH CONTENT: For businesses, there's more focus than ever on going beyond the expected product or service, to deliver a customer experience that truly differentiates. This report examines the evolution of these expectations, the technology that's driving them, and the balance of trust between customers and companies.
Posted: 05 Sep 2018 | Published: 05 Sep 2018

Salesforce

The AI Revolution: Insights Into the Next Era of Customer Relationships
sponsored by Salesforce
RESEARCH CONTENT: This report highlights key findings around customers' heightened expectations for tailored, relevant experiences, and how businesses are using AI to meet them. Inside, you'll also uncover the 3 big decisions companies look to leverage AI to help them compete in the Age of the Customer.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

Salesforce

The State of Engagement: Insights on Engagement from 2,000 Global Consumers and Marketers
sponsored by Marketo
ANALYST REPORT: In this State of Engagement report, uncover findings from a survey of 1,100+ marketers and 1,000+ consumers that reveal how consumer engagement happens, and how success is measured.
Posted: 30 Jul 2018 | Published: 30 Jul 2018

Marketo

Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Zendesk
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