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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 Reports
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Agile retailers reimagine support as tickets reach record highs
sponsored by Zendesk
RESOURCE: Nearly 1 in 5 retailers have managed to keep their support teams agile, according to our Benchmark data, even as customer volume has gone up. How? Customer self-service. Read this article to see how agile retailers are reimagining support as tickets reach record highs with self-service.
Posted: 24 Nov 2020 | Published: 24 Nov 2020

Zendesk

Cloud Gateway increases local visibility to achieve global results
sponsored by ServiceNow
CASE STUDY: Download this case study to see how hybrid PaaS provider, Cloud Gateway, was able to create the dynamic service management model they needed with the help of ServiceNow.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

ServiceNow

Bold360 customer video: Fannie Mae
sponsored by LogMeIn, Inc.
CASE STUDY: When financial services company, Fannie Mae, realized their customers were having issues finding the information they needed—the company knew it was time for a change. They decided to partner with Bold360 by LogMeIn. Learn about Fannie Mae’s experience working with Bold360 in this video.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

LogMeIn, Inc.

Customer Engagement: How To Expand Capacity For Whatever Comes Next
sponsored by ServiceNow
EBOOK: What can be done to prepare customer service to handle whatever tomorrow may bring? Explore the 6 best practices of customer service leaders in this eBook.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

ServiceNow

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 CX Reality Check
sponsored by [24]7.ai
RESEARCH CONTENT: There’s a significant gap between the support businesses think they’re delivering and the support customers are experiencing. Download this report for an in-depth look at the customer service gap, and recommendations for improving your strategy, according to experts from Dimensional Research.
Posted: 20 Nov 2020 | Published: 20 Nov 2020

[24]7.ai

NWN EMP Overview Webinar
sponsored by NWN Corporation
WEBCAST: The NWN Experience Management Platform (EMP) delivers a unified view into your environment – from core to cloud – offering advanced analytics, reporting, customer success center, and proactive alerting. Learn more about the solution in this webinar.
Posted: 19 Nov 2020 | Premiered: Nov 19, 2020

NWN Corporation

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

The Big Retail Pivot – Sprinting Towards the New Normal
sponsored by ServiceNow
WHITE PAPER: Businesses are planning to radically transform over the next couple of years in hopes of reaching KPIs, increasing profitability, and boosting productivity. But how do they plan to revitalize? Check out this short IDC infographic to learn how business are planning to transform themselves in the coming years.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

ServiceNow

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

Financial Services Operation Overview
sponsored by ServiceNow
VIDEO: When customers trust you to manage their financial services, they have high expectations if, or when, things go wrong. Watch this short video to see how you can use ServiceNow’s Financial Services Operation platform to unify this data and get your customers better results, faster.
Posted: 17 Nov 2020 | Premiered: 17 Nov 2020

ServiceNow

The Total Economic Impact™ of ServiceNow Customer Service Management for Communication Service Provider Organizations
sponsored by ServiceNow
RESOURCE: Examine this infographic to see how CSPs are using ServiceNow’s customer service solution to improve experiences, and achieve results including 170% ROI, 7-month payback, $20.3M total benefits, better SLA satisfaction rates, and more.
Posted: 17 Nov 2020 | Published: 01 Aug 2020

ServiceNow

The Total Economic Impact™ of ServiceNowCustomer Service Management for Communication Service Provider Organizations
sponsored by ServiceNow
WHITE PAPER: The cloud presents a unique opportunity for businesses to create unified, flexible customer engagement and service systems. Unfortunately, most companies just don’t have the time, money, or expertise to build their own. Check out this Forrester report to learn the ROI and benefits of one solution, ServiceNow’s Customer Service Management platform.
Posted: 17 Nov 2020 | Published: 01 Aug 2020

ServiceNow

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

Aws Personalize Brings The Power Of Amazon To Everyone
sponsored by SoftServe
WHITE PAPER: Learn about Amazon Personalize and how you can get started with it today in this white paper.
Posted: 17 Nov 2020 | Published: 17 Nov 2020

SoftServe

Connect bank operations from front to back
sponsored by ServiceNow
WHITE PAPER: Download this white paper to learn how FSIs can connect their front and back end processes—to accelerate problem resolution and ultimately provide a top-notch CX—with help of ServiceNow and their service management solution.
Posted: 16 Nov 2020 | Published: 16 Nov 2020

ServiceNow

Business Value of ServiceNow for Retail Banks
sponsored by ServiceNow
RESOURCE: IDC recently conducted research on retail banks serving large customer bases using the ServiceNow platform. Explore their key findings in this infographic
Posted: 16 Nov 2020 | Published: 16 Nov 2020

ServiceNow

Customer service for communications service providers
sponsored by ServiceNow
EBOOK: For telecom organizations, delivering an exceptional customer experience is as important as making sure their network is operating normally. Read this eBook to see how using a customer service management solution, like ServiceNow’s, can help CSPs provide proactive customer service, boost overall resiliency, and more.
Posted: 16 Nov 2020 | Published: 16 Nov 2020

ServiceNow

Connecting the dots: Automating customer and network workflows to deliver better experiences and greater productivity
sponsored by ServiceNow
WHITE PAPER: Download this white paper to see how uniting customer and network workflows can help telecommunications companies deliver better experiences and improve productivity.
Posted: 16 Nov 2020 | Published: 16 Nov 2020

ServiceNow

Using ServiceNow to deliver amazing customer experiences
sponsored by ServiceNow
RESOURCE: Delivering amazing and consistent experiences can be difficult—especially with all the channels customers use to communicate with you. Luckily, using a solution like ServiceNow can help. See how in this interactive infographic.
Posted: 13 Nov 2020 | Published: 13 Nov 2020

ServiceNow

Transforming Eat-In Restaurant Margarita’s To A Successful Delivery, Carry-Out Business Using Amazon Connect
sponsored by AWS BizCloud
CASE STUDY: When COVID-19 began and Margarita’s Mexican Restaurant closed for eat-in orders, they struggled to handle the influx of carry out and delivery orders. To help them adjust, they turned to AWS Connect and BizCloud Experts. See how the restaurant was able to transform customer service within 48 hours and improve CX in this case study.
Posted: 12 Nov 2020 | Published: 12 Nov 2020

AWS BizCloud

HCL Commerce 9.1 Teaser Video
sponsored by HCL Software
EBOOK: HCL Commerce 9.1 Teaser Video
Posted: 11 Nov 2020 | Published: 11 Nov 2020

HCL Software
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