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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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4 Tech Trends Driving CRM Software in 2018
sponsored by Oracle Corporation
RESOURCE: Inside, uncover 4 tech trends that are driving innovation in 2018, and helping organizations reach and engage their target audiences across channels.
Posted: 25 May 2018 | Published: 24 Jan 2018

Oracle Corporation

The Executive's Handbook to Modern Digital Commerce
sponsored by Oracle Corporation
RESOURCE: Learn about a modern and customer-centric approach to digital commerce and the importance of overcoming barriers to agility to keep up with customer needs.
Posted: 25 May 2018 | Published: 25 May 2018

Oracle Corporation

Smarter CX: Busting 3 Common Myths of Customer Experience
sponsored by Oracle Corporation
RESOURCE: Inside, find out why many businesses have lost sight in the ultimate reason to invest in better CX, uncover 3 customer experience myths, and more.
Posted: 25 May 2018 | Published: 25 May 2018

Oracle Corporation

Workforce Engagement for Contact Centers
sponsored by ConvergeOne
WHITE PAPER: Learn why call recording is an essential foundation for call center success, and how you can supply agents with advanced workforce engagement tools to ensure customer satisfaction. These can include QA coaching, emotional analytics, predictive scheduling, and even gamification to drum up competition among agents.
Posted: 21 May 2018 | Published: 21 May 2018

ConvergeOne

10 Most Significant Sales Force Automation Provider to Consider
sponsored by Oracle Corporation
ANALYST REPORT: In this Forrester report, explore the offerings of today's top 10 most significant SFA providers. See which vendors use AI and machine learning to help guide selling actions, enhance seller productivity, and more.
Posted: 18 May 2018 | Published: 27 Jun 2017

Oracle Corporation

Considerations for Field Service Management in Customer Service
sponsored by Oracle Corporation
RESEARCH CONTENT: By 2020, 70% of organizations will cite customer satisfaction as a primary benefit derived from implementing field service management (FSM), according to Gartner Research. This report is here to guide you through the strengths and weaknesses of 16 FSM vendors
Posted: 17 May 2018 | Published: 29 Sep 2017

Oracle Corporation

Customer Service Vendors for Enterprises
sponsored by Oracle Corporation
RESEARCH CONTENT: Vendors are starting to offer new customer service technologies that are more intelligent and easier to integrate. In this Forrester report, compare modern offerings from 9 customer service vendors, including Microsoft, Oracle and SAP.
Posted: 17 May 2018 | Published: 28 Jun 2017

Oracle Corporation

Going Mobile Keeps Customers from Going Elsewhere
sponsored by ConvergeOne - Avaya
BROCHURE: Find out why the needs of customers should always remain at the center of your mobile transformation and the importance of keeping the pace with the expectations of your customer in this increasingly mobile-driven world.
Posted: 15 May 2018 | Published: 15 May 2018

ConvergeOne - Avaya

Customer Experience: Evolving Technologies to Match Evolving Expectations
sponsored by ConvergeOne - Avaya
RESOURCE: Find out why customer expectations of their contact center experiences are now evolving and how you can innovate to create high expectations and consistently deliver excellent customer experience.
Posted: 14 May 2018 | Published: 14 May 2018

ConvergeOne - Avaya

Empowering the Modern Seller: A New Definition of Engagement
sponsored by Microsoft
RESOURCE: Explore how sales organizations can use fundamental sales strategies and data-driven insights to reach buyers in a seamless sales experience.
Posted: 14 May 2018 | Published: 14 May 2018

Microsoft

Creating a Positive Customer Experience with 15 Steps
sponsored by ConvergeOne
EGUIDE: Explore how Marathon Sports established a more customer-centric strategy, and learn about the role of a loyalty program and customer insights for improving customer experiences.
Posted: 09 May 2018 | Published: 09 May 2018

ConvergeOne

Alternative Channels for Engaging Customers of the Future
sponsored by Genesys
ANALYST REPORT: In this Gartner report , uncover 15 emerging channels for application leaders to identify and prioritize for engaging customers of today and in the future.
Posted: 09 May 2018 | Published: 09 May 2018

Genesys

Customer Experience in Field Service
sponsored by IFS
VIDEO: TBD92% of execs agree that organizations need to adapt their service models to keep up with customer needs, per the Connected Manufacturing Service Report. In this webcast, hear IFS global industry director Mark Brewer explain what companies should know about customer service in field services.
Posted: 09 May 2018 | Premiered: 18 Apr 2018

IFS

Keeping Pace with the Modern Customer
sponsored by Genesys
RESOURCE: Learn about how millennials are reaching out to the contact center from all directions, and why agents must be able to instantaneously connect all of the dots to make sure their customers are happy.
Posted: 07 May 2018 | Published: 29 Dec 2017

Genesys

How to Create Harmonious, Personalized Experiences Everywhere Your Customers Go
sponsored by Adobe Systems, Inc.
RESOURCE: Learn about the obstacles to delivering cross-channel personalization and why the picture of the customer often remains incomplete, making it difficult to target the right customer with the right message.
Posted: 04 May 2018 | Published: 29 Dec 2017

Adobe Systems, Inc.

Automating the Contact Center with AI and NLP
sponsored by Luminoso
RESOURCE: Find out how artificial intelligence and natural language understanding applies to understanding, classifying, and labeling contact enter interactions.
Posted: 04 May 2018 | Published: 04 May 2018

Luminoso

Solving the Contact Center Desktop Disaster
sponsored by Genesys
RESOURCE: Inside, explore how the disaster of a desktop contributes to difference contact center challenges, and how your organization can solve them.
Posted: 03 May 2018 | Published: 29 Dec 2017

Genesys

The IVR playbook: Your guide to choosing, designing, developing, and delivering an IVR platform that ensures a great customer experience
sponsored by Genesys
RESOURCE: Discover the areas an organization should review carefully when determining their IVR needs, and 10 key items from a customer viewpoint when designing your IVR.
Posted: 03 May 2018 | Published: 03 May 2018

Genesys

Empowering the Modern Seller: A New Definition of Engagement
sponsored by Microsoft
RESOURCE: Find out how to bring the sales process back in line with what today's buyers really want when traditional sales meets technology.
Posted: 03 May 2018 | Published: 03 May 2018

Microsoft

Running on Experience: A Digital Marketing Study
sponsored by Adobe Systems, Inc.
RESOURCE: Learn how you can put customers at the forefront and successfully transform into an experience business, with key questions regarding you digital maturity.
Posted: 03 May 2018 | Published: 29 Dec 2017

Adobe Systems, Inc.

The Truth About Cloud in Small Contact Centers
sponsored by Genesys
RESOURCE: Explore the myths surrounding cloud contact centers, why some companies are still unclear on the benefits of cloud contact centers, and factors to consider when selecting a cloud vendor.
Posted: 01 May 2018 | Published: 29 Dec 2017

Genesys

Building the Case for Asynchronous Messaging: Intuitive Conversations at the Customer's Pace
sponsored by Genesys
WHITE PAPER: Find out how to keep up with consumer expectations and offer differentiated customer experiences with B2C asynchronous messaging.
Posted: 01 May 2018 | Published: 29 Dec 2017

Genesys

Digital Experience Platforms for Improved Customer and Employee Experiences
sponsored by Adobe Systems, Inc.
ANALYST REPORT: Learn about the strengths and cautions of 20 DXP vendors, and why organizations are looking to use DXP as they move from web-centric to more pervasive, multichannel digital experiences.
Posted: 25 Apr 2018 | Published: 17 Jan 2018

Adobe Systems, Inc.

The Culture of Content: 9 Steps to Content Marketing Excellence
sponsored by Adobe Systems, Inc.
RESOURCE: 87% of buyers say digital content significantly impacts their purchase decisions.Learn about today's fast changing marketing and ever-growing consumer expectations, and how the evolution will continue as more organizations realize their survival depends on great content and CX.
Posted: 24 Apr 2018 | Published: 30 Dec 2016

Adobe Systems, Inc.

Best Practices Guide for Migrating Away from Salesforce
sponsored by Oracle Corporation
WHITE PAPER: If you're looking to move to Oracle for a CRM platform, uncover some tested best practices based on real life case studies. Learn how Hitachi Consulting helped companies make the move -- resulting in significant cost reduction and increased productivity.
Posted: 18 May 2018 | Published: 29 Dec 2017

Oracle Corporation
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