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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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From SalesforceIQ to Freshsales: How CovalentCareers increased revenue by 100%
sponsored by Freshworks
CASE STUDY: Access this case study to learn 4 Freshsales features that eye care start up CovalentCareers is using to their advantage.
Posted: 30 Jun 2020 | Published: 30 Jun 2020

Freshworks

Making the Switch: How 8 Companies Improved Customer Experience with Zendesk
sponsored by Zendesk
WHITE PAPER: Businesses live and die with their customer experience, which can be a problem as your company grows and you need to scale up your customer service infrastructure. But it’s possible to provide an excellent customer experience at scale. Check out this white paper to learn how Uber, Airbnb, and Instacart scaled their CX without losing quality.
Posted: 29 Jun 2020 | Published: 29 Jun 2020

Zendesk

An introduction to SAP Business One
sponsored by Sapphire
WHITE PAPER: Check out this white paper to learn the key capabilities of the SAP Business One ERP solution and discover how working with Sapphire Systems will help your business move forward faster.
Posted: 29 Jun 2020 | Published: 29 Jun 2020

Sapphire

Meeting the advanced challenges of modern CX
sponsored by Zendesk
WHITE PAPER: Access this white paper to learn the top 4 CX challenges to overcome and discover how Zendesk can meet these challenges head on while enabling companies to build a complete view of their customer experience, empower agents with quick, easy access to customer details, and meet the expectations of the modern customer.
Posted: 26 Jun 2020 | Published: 26 Jun 2020

Zendesk

Customer Service and the Future of Work
sponsored by ServiceNow
WHITE PAPER: This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX), including consumer expectations, the role of automation, and human-machine collaboration.
Posted: 26 Jun 2020 | Published: 01 Jan 2020

ServiceNow

What Are Successful CX Leaders Doing Differently?
sponsored by Verizon
WHITE PAPER: Customer experience has become the distinguishing factor for many businesses today, with some consumers valuing their experience even over product quality. But how can you continue to provide the best customer experience possible? Check out this white paper to discover how leaders in the field are using technology to offer exceptional experiences.
Posted: 25 Jun 2020 | Published: 16 Jan 2019

Verizon

B2C Commerce Suites, Q2 2020
sponsored by Adobe
WHITE PAPER: Access this white paper to learn about the 31-criterion evaluation of the 10 most significant B2C commerce suite providers and see how they compared.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

Adobe

Three Benefits of Delivering Unified Commerce
sponsored by Adobe
WHITE PAPER: Access this white paper to discover the 3 major benefits of delivering unified commerce.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

Adobe

How PIMCO is Scaling Their Human Capital with the Power of Digital
sponsored by Fractal
WHITE PAPER: For global investment management firms like PIMCO, terms like digital transformation mean using all the data and technology at your disposal to create a better experience for your customers. Check out this interview with PIMCO’s head of digital marketing to learn how they broke down data siloes and turned unused data into insight.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

Fractal

The Role Human Touch Plays in the Digital Customer Experience.
sponsored by Verizon
WHITE PAPER: Digital transformation has deeply impacted the customer experience. As technology and automation take on greater roles in customer service, it’s more important than ever to show customers you care about them as human beings. Read on to learn how to create the best possible customer experience, and create lifelong customers, in the digital age.
Posted: 25 Jun 2020 | Published: 02 May 2018

Verizon

Supercharging customer service: Reimagining the operator experience at Grocery Outlet
sponsored by ServiceNow
CASE STUDY: Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.
Posted: 25 Jun 2020 | Published: 25 Jun 2020

ServiceNow

How Digital Transformation Impacts CX
sponsored by Verizon
RESOURCE: The most important goal of digital transformation is to enhance the customer experience. In this article, learn 6 ways your business can use digital transformation to impact CX for the better. Read more here.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

Verizon

Create High-Value Customer Experiences in the Field like HP Indigo
sponsored by ServiceNow
CASE STUDY: Read this webinar recap to see how digital printing provider, HP Indigo, improved product uptime and CX by aligning customer service and field service with ServiceNow.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

ServiceNow

ROI of ServiceNow Customer Service Management for CSPs
sponsored by ServiceNow
WHITE PAPER: ServiceNow recently commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study. It examines the potential ROI from ServiceNow Customer Service Management for enterprises in the communication sector. Explore the key findings in this white paper.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

ServiceNow

Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan
sponsored by Empirix
WHITE PAPER: In order to implement the right testing scenario for your customer experience, first you must fully understand your existing environment. Inside this guide, find 10 tips for developing and planning end-to-end contact center testing.
Posted: 22 Jun 2020 | Published: 22 Jun 2020

Empirix

The Future of IVR Service Assurance
sponsored by Empirix
WHITE PAPER: In order to retain customers, enterprises have been using Voice of the Customer (VOC) programs to boost ROI. And now, businesses are shifting to self-service IVR platforms to get the most out of VOC programs. Learn more in this guide.
Posted: 22 Jun 2020 | Published: 22 Jun 2020

Empirix

Restarting Retail: 4 Ways to Gain a Digital Edge
sponsored by DMI Inc
WHITE PAPER: In the past few months, customer experience has faced some digital upheaval. In this guide, learn about the top four customer experience strategies businesses have discovered to gain a digital edge. Read about the specifics here.
Posted: 22 Jun 2020 | Published: 22 Jun 2020

DMI Inc

Delivering Effortless Customer Engagement in Retail
sponsored by Twilio
EBOOK: Download this eBook to explore research on the state of retail, and tips for delivering the connected experience that customers expect.
Posted: 19 Jun 2020 | Published: 19 Jun 2020

Twilio

Creating Consumer Impact in Retail
sponsored by Twilio
WHITE PAPER: When customers engage with brands, they prioritize two things: Convenience and customization. The growing number of touchpoints is complicating the customer journey. In this white paper, learn about a flexible but one-to-one communication strategy can reduce complexity while delivering quality experiences.
Posted: 18 Jun 2020 | Published: 18 Jun 2020

Twilio

The Future of Customer Experience
sponsored by RingCentral
WEBCAST: Watch this video, to hear from RingCentral’s AVP of Customer Engagement John Finch as he describes the future of effortless customer engagement, and the steps organizations must take to achieve that.
Posted: 16 Jun 2020 | Premiered: Jun 16, 2020

RingCentral

Building connected experiences in the era of algorithmic marketing.
sponsored by Adobe
WHITE PAPER: As part of Adobe’s Experience Essential series, this installment provides examples of what a good, connected marketing experience should look like.
Posted: 15 Jun 2020 | Published: 15 Jun 2020

Adobe

Headless commerce primer for the enterprise.
sponsored by Adobe
WHITE PAPER: In this 24-page guide, find an overview of how “headless commerce” architecture works, its business benefits, and the changes your team should make to put this approach to work.
Posted: 15 Jun 2020 | Published: 15 Jun 2020

Adobe

The future of marketing is creative.
sponsored by Adobe
WHITE PAPER: Access to data makes us smarter—but all this information also makes us slower. With a plethora of customer data to sift through, businesses seize up. With this new Adobe guide, businesses can learn how to get back to using customer data productively.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

Adobe

Mastering the complex buyer journey.
sponsored by Adobe
WHITE PAPER: In this introductory guide, learn about the basics of customer experience (CX) so that your business can achieve customer experience management (CXM) success.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

Adobe

You Don’t Just Want Answers, You Want the Right Answers!
sponsored by Serviceaide
WEBCAST: Scripted chatbots and virtual agents are more different than you think. In this webinar, learn exactly what sets the two technologies apart. The webinar also provides insight into how automation and knowledge management are powering intelligent virtual agents in customer support.
Posted: 12 Jun 2020 | Premiered: Feb 6, 2020

Serviceaide
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