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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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Transforming Retail for the Digital Age
sponsored by Microsoft
WHITE PAPER: In this white paper, uncover the opportunities for the retail industry to grow, adapt and evolve to address the changing needs of customer and capture new business potential.
Posted: 17 Jul 2018 | Published: 17 Jul 2018

Microsoft

Deliver New Customer Experiences Through AI-enabled Chatbots
sponsored by Amazon Web Services
VIDEO: Learn how organizations like Deloitte are leveraging AI and machine learning to improve customer engagement, and using chatbots to mimic human conversations with their customers.
Posted: 16 Jul 2018 | Premiered: 18 Jan 2018

Amazon Web Services

Transform Customer Experience with AI-Based Analytics
sponsored by Guavus
RESOURCE: Most customer care teams struggle to locate service issues easily and rapidly. In this resource, discover how real-time, AI-based analytics can enhance your customer satisfaction scores by boosting performance from customer care ops.
Posted: 13 Jul 2018 | Published: 10 Jul 2018

Guavus

Case Study: Honda Deploys Machine Learning with IBM Watson
sponsored by IBM
CASE STUDY: IDC estimates that unstructured data is growing by 40% per year. This IDC case study explores how Honda used machine learning and text analytics to respond faster to the unstructured data from customer feedback.
Posted: 11 Jul 2018 | Published: 31 May 2017

IBM

Customer Engagement – The Road to 2020
sponsored by West UC
WHITE PAPER: This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.
Posted: 06 Jul 2018 | Published: 29 Jun 2018

West UC

Delivering Exceptional Customer Experience With CCaaS
sponsored by West UC
WHITE PAPER: Learn about the pros and cons of a cloud-based contact center as a service (CCaaS) platform that's designed to help streamline unified communications and enable customer service teams meet consumers on their channels of choice.
Posted: 27 Jun 2018 | Published: 27 Jun 2018

West UC

How to Build Digital, Connected and Adaptive Customer Experiences
sponsored by Oracle Cloud
RESOURCE: Inside, find out how a data-driven approach to CX will help you make your customers more loyal than ever as customers' expectations continue to climb higher and higher, and uncover 5 emerging technologies that should be on your strategic CX roadmap.
Posted: 25 Jun 2018 | Published: 25 Jun 2018

Oracle Cloud

The Evolution of a Business System Hairball and How to Avoid It
sponsored by Oracle NetSuite
RESOURCE: Inside, learn more about a good old fashioned business system hairball, going from zero to 20+ systems in just a few years, and find out, how businesses can get their sales teams under control by investing in an ERP system.
Posted: 18 Jun 2018 | Published: 18 Jun 2018

Oracle NetSuite

Robotic Process Automation in the Contact Center: What to Automate, Where to Start
sponsored by Convergys
WHITE PAPER: Today, robotic process automation has come to customer care as a key enabling technology revolutionizing business processes, empowering employees and companies to deliver transformative customer experiences at a time when they need it most. Keep reading to uncover case studies, benefits and more.
Posted: 15 Jun 2018 | Published: 15 Jun 2018

Convergys

Chat Channel Expansion: How to Shift from Voice to Chat with Success
sponsored by Convergys
WHITE PAPER: In the shift toward digital customer care, chat is getting a lot of attention. Find out how you can help business leaders uncover why chat isn't working for them, and 6 key success factors for making chat a more significant channel.
Posted: 15 Jun 2018 | Published: 15 Jun 2018

Convergys

The 7 Agent Behaviors that Score Highest with Customers
sponsored by Convergys
ANALYST REPORT: This report identifies which agent behaviors are most effective at improving your frontline agent performance scores and 7 key findings for contact center leaders to help drive customer satisfaction.
Posted: 14 Jun 2018 | Published: 14 Jun 2018

Convergys

Giving Machine a voice - UK
sponsored by Mitel Networks Limited
RESEARCH CONTENT: 95% of IT decision-makers see customer experience improvements as an important part of their digital transformation, according to Opinium Research. Download the full survey results and see how your competitors plan to change their customer experiences through modern technologies.
Posted: 13 Jun 2018 | Published: 31 Dec 2017

Mitel Networks Limited

The Action Gap: What's Causing all the Disappointment in your Voice of the Customer Program and How to Fix it
sponsored by Convergys
RESOURCE: Today, most companies are failing to realize the payoff of their voice of the customer (VOC) investment. According to Forrester Research, VOC programs are still not taken seriously because they struggle to drive action and prove value. Keep reading to uncover 4 dimensions of your VOC program, the role of VOC software and more.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

Self-Service Soars, Increasing Customer Satisfaction
sponsored by Convergys
RESOURCE: Customers want to interact with your company digitally 68% of the time, and they expect it to be quick and easy. As resounding 56% of customers select self-service options first for easy inquiries. Keep reading to learn about the key takeaways and find out how to make customer satisfaction results soar.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

CX Extends Beyond the Initial Sale: The Business Case for a Seamless Customer Experience Management System
sponsored by Oracle Corporation
RESOURCE: A great customer experience (CX) develops strong lifetime customer relationships, which boosts the customer lifetime value (CLV) – providing a very high ROI on all monies spent on CX. Inside, find out why 86% of customers will pay more for a better CX and the features and benefits of engagement platforms.
Posted: 12 Jun 2018 | Published: 12 Jun 2018

Oracle Corporation

13 Common Pain Points in Customer Journeys A Checklist for CX Improvement
sponsored by Convergys
RESOURCE: In this resource, find out how you can target the critical factors that influence customer experience and pinpoint where your weaknesses might be, so you can prioritize next steps for uncovering and correcting the shortcomings in your customer journeys.
Posted: 12 Jun 2018 | Published: 31 Dec 2017

Convergys

Transactional Email Benchmark Report 2018
sponsored by SparkPost
ANALYST REPORT: Inside, uncover results from a survey conducted by SparkPost and view a snapshot of the state of transactional email in 2018, as well as 8 key findings and 5 core recommendations.
Posted: 06 Jun 2018 | Published: 06 Jun 2018

SparkPost

Smart Offerings for Retail Banks
sponsored by TIBCO
WHITE PAPER: In this resource, learn how implementing a more targeted personalized marketing analytics strategy can help you overcome the noise that traditional spam-marketing creates, and establish new levels of trust between customers and vendors.
Posted: 05 Jun 2018 | Published: 08 Dec 2017


Customer Experience Networks Go Where Omnichannel Retail Can't
sponsored by Axway
RESOURCE: What happens when customers, employees, business partners and suppliers can collaborate and co-innovate to deliver improved, more holistic shopping experiences? Learn more inside.
Posted: 31 May 2018 | Published: 29 Dec 2017

Axway

6 Customer Service Channels You Need to Support
sponsored by Freshworks
EGUIDE: Inside this e-guide, you'll uncover the importance of economic supply and demand and an overview of the pros and cons of 6 customer service channels to improve customer experience.
Posted: 12 Jun 2018 | Published: 06 Jun 2018

Freshworks

Customer Service Analytics to Enhance CX
sponsored by Freshworks
EGUIDE: Nothing instills customer loyalty as much as being treated like a person. There's an innate note of respect and authenticity that emerges in a process when customers need help and it is offered with a personal touch. Keep reading to learn more about the role of customer service analytics.
Posted: 12 Jun 2018 | Published: 07 Jun 2018

Freshworks

Choosing a Sales CRM: 11 Factors That'll Help you Decide Easily, and Faster
sponsored by Freshworks
RESOURCE: If you've gone through the grind of picking a CRM, realizing it didn't fit, dusting yourself off and making a difference choice, keep reading to explore a cheat sheet to help streamline your CRM hunt.
Posted: 12 Jun 2018 | Published: 22 Aug 2017

Freshworks

9 Use Cases in Sales and How CRM Software Can Help
sponsored by Freshworks
RESOURCE: CRM software exists to help sales reps and managers meet sales needs irrespective of their complexity and magnitude. Inside, uncover 9 sales use cases and what CRM can do in each case.
Posted: 11 Jun 2018 | Published: 28 Mar 2018

Freshworks

Pros and Cons of the 6 Main Customer Service Channels
sponsored by Oracle Corporation
EGUIDE: Where should you allocate resources to most effectively engage with current and potential customers? In this expert e-guide, Scott Sachs of SJS Solutions weighs the pros and cons of the 6 main customer service channels: Chat/video chat, phone, email, social media, customer self-service, and mobile.
Posted: 01 Jun 2018 | Published: 01 Jun 2018

Oracle Corporation

The Key to Getting Sales Reps to Embrace Analytics Tools
sponsored by Oracle Corporation
EGUIDE: This e-guide, written by Scott Robinson (Director of BI at Lucina Health), explains why sales teams can be resistant to analytics tools, and how they can enhance the results of sales reps and managers.
Posted: 01 Jun 2018 | Published: 30 May 2018

Oracle Corporation
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