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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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Compare Pros And Cons Of Live Chat Vs. Phone Support
sponsored by Intercom
RESOURCE: Customer experience is king, but it's up to businesses to decide what contact channels to use to deliver it. Open up this article to see how phone support and live chat stack up against each other.
Posted: 19 Apr 2021 | Published: 22 May 2019

Intercom

The New CX Mandate
sponsored by Freshworks
WHITE PAPER: Open up this white paper to explore insights and predictions from 175 CX leaders about the future of contact centers in retail, including how to manage shopper expectations, understand 2021 priorities and more.
Posted: 16 Apr 2021 | Published: 16 Apr 2021

Freshworks

Conversational Al For Cx: What, Why, And How
sponsored by Avaya
TECHNICAL ARTICLE: Check out this article for an overview on conversational AI including 3 benefits it brings to customer experience management, what it looks like in action, and how to get started.
Posted: 15 Apr 2021 | Published: 09 Feb 2021

Avaya

Streamline Customer Service With Digital Workflows
sponsored by ServiceNow
WHITE PAPER: As ServiceNow puts it, behind every great customer service experience is a great digital workflow. With this guide, learn how digitizing workflows can help you deliver better customer experiences—even when the unexpected happens. Read the guide here.
Posted: 12 Apr 2021 | Published: 12 Apr 2021

ServiceNow

AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 09 Apr 2021 | Published: 09 Apr 2021

ServiceNow

Asia-Pacific Inbound Contact Routing Systems Market Leadership Award
sponsored by Avaya
ANALYST REPORT: Download this Frost & Sullivan report to learn about Avaya's Intelligent Xperiences (IX) product portfolio, and see why the vendor was recently recognized as a Market Leader.
Posted: 08 Apr 2021 | Published: 08 Apr 2021

Avaya

AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 08 Apr 2021 | Published: 08 Apr 2021

ServiceNow

Serving The Everything Customer
sponsored by Avaya
RESOURCE: Modern customers have expectations that are so varied and high that Gartner has named them the “Everything Customer,” which begs an important question—how can you meet these seemingly impossible demands? Read this short Avaya blog post to learn how memorable, personalized, intelligent experiences can help satisfy increasingly lofty CX expectations.
Posted: 08 Apr 2021 | Published: 10 Nov 2020

Avaya

Can Chatbots Really Deliver A Better Citizen Experience?
sponsored by Avaya
RESOURCE: As states look to improve their citizens’ digital experiences, they’re faced with budgetary constraints and increasingly high customer expectations. Read this Avaya post to learn how AI-enabled chatbots, on top of other AI powered tools, can save hundreds of thousands of employee hours while helping to ease and accelerate the citizen experience.
Posted: 02 Apr 2021 | Published: 26 Oct 2020

Avaya

Transforming Government Website Into Self-Service Powerhouse
sponsored by Sitecore
CASE STUDY: Singapore is a global financial hub with a multicultural population of 5.7 million. Its Ministry of Manpower (MOM) is the government agency dedicated to supporting a productive workforce and progressive workplaces for Singaporeans to have better jobs and secure retirement. Read the case study to learn more.
Posted: 31 Mar 2021 | Published: 31 Mar 2021

Sitecore

Crm Role In Omnichannel And The Journey Towards Multiexperience
sponsored by Avaya
RESOURCE: Read this short blog post to learn how technologies like AI and CRM solutions can best be used, alongside with human expertise and experience, to create a truly omnichannel experience where others have failed.
Posted: 30 Mar 2021 | Published: 10 Mar 2021

Avaya

When moments matter.
sponsored by Adobe
WHITE PAPER: When you can build a bridge between real-time insights and real-time action, you can deliver highly relevant experiences—right when your customers are ready to engage. Explore how your team can incorporate real-time data and analytics into your customer engagement solutions in this guide.
Posted: 29 Mar 2021 | Published: 29 Mar 2021

Adobe

How to select the right commerce platform.
sponsored by Adobe
WHITE PAPER: Wherever you are in your commerce journey, investing in a new commerce platform is a decision that will have significant short-term and long-term impacts on your commercial success. Learn what to look for in a commerce platform with this guide.
Posted: 29 Mar 2021 | Published: 29 Mar 2021

Adobe

Building a Recession-Proof Contact Center
sponsored by Freshworks
WHITE PAPER: Your contact center should be resilient enough to handle anything that comes your way—especially in times of financial downturns. Luckily, this 12-step guide to maximizing contact centers can help you protect existing revenue, optimize costs, and create operational flexibility. Download the guide here to learn more.
Posted: 29 Mar 2021 | Published: 29 Mar 2021

Freshworks

HaHas Self-Scanning Gone Mainstream?
sponsored by Scandit
WHITE PAPER: Worldwide research has found that 71% of adults are interested in using a Scan & Go application that allows them to purchase products. Self-scanning is now one of the key technologies that can underpin more contactless shopping experiences. Learn more about self-scanning going mainstream in this guide.
Posted: 25 Mar 2021 | Published: 25 Mar 2021

Scandit

How Scandit Augmented Reality (AR) Can Transform The Customer Journey In Your Store
sponsored by Scandit
WHITE PAPER: In this guide, learn how adding Augmented Reality (AR) to self-scanning shopping applications can transform the customer journey in your store. Open the guide here.
Posted: 25 Mar 2021 | Published: 25 Mar 2021

Scandit

Self-Scanning & Covid-19
sponsored by Scandit
WEBCAST: Self-scanning and Scan & Go applications have quickly become mainstream as companies and consumers alike take measures to ensure safe, contactless shopping experiences. Now, the scanning trend is here to stay. In this webinar, learn how Scandit and Coop Denmark successfully deployed self-scanning for their customers. Watch here.
Posted: 24 Mar 2021 | Premiered: Mar 24, 2021

Scandit

Improve customer strategy with predictive routing
sponsored by Genesys
WHITE PAPER: Customer experience is neither a single interaction nor a series of them; it’s an end-to-end customer journey. This guide aims to help your team make sense of customer interactions, including what to know about the predictive routing model and how customer experience platforms help you contextualize data. Download the guide here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Genesys

Reshape Fashion Retail With Smartphone Scanning: Keep Customers Safe, Satisfied And Increase Your Revenue
sponsored by Scandit
WHITE PAPER: In this infographic, explore the advantages of smartphone scanning and Augmented Reality (AR) software—so that your customers can turn their smartphones into personal shoppers with scan-enabled apps. Learn more here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Scandit

Why Scan & Go On Smartphones Is Going Mainstream
sponsored by Scandit
WHITE PAPER: When contactless shopping became essential, self-scanning on smartphones was one technology helping to keep nervous shoppers and exposed employees safe. Now, self-scanning is here to stay. To get a better understanding of the world of self-scanning technology, explore the highlights and results of this self-scanning survey. Get started here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Scandit

The Future of Retail with TIBCO Connected Intelligence
sponsored by TIBCO
RESOURCE: Access this infographic to discover how data-driven connected intelligence is allowing retailers to personalize their customer experience, predict purchasing and inventory trends, create omnichannel customer engagement strategies, optimize business processes, and more.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

TIBCO

Virgin Atlantic Makes Travel Experiences More Personal
sponsored by Adobe
CASE STUDY: Read this case study to discover how Virgin Atlantic continues to chart a flight path to successful CEM with Adobe—and achieved a 70% increase in marketing channel visibility.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

Adobe

Service Continuity & Connectivity
sponsored by ServiceNow
WHITE PAPER: Last year, many organizations learned the hard way that those who adopted a proactive approach toward internal and external preparedness were the ones that came out on top. Luckily, it’s not too late to get started. Learn how to refine your approach to service continuity with this in-depth guide. Download the guide here.
Posted: 11 Mar 2021 | Published: 11 Mar 2021

ServiceNow

Create great experiences in your contact center
sponsored by TechTarget
RESOURCE: COVID-19 has highlighted the importance of having a contact center that can support mobile, omnichannel customer service. As you head into 2021, it's important to re-evaluate your current contact center strategy, to identify—and remedy—any existing weaknesses. Grab a copy of our guide to get started.
Posted: 01 Mar 2021 | Published: 01 Mar 2021

TechTarget

Genesys Video
sponsored by Genesys
VIDEO: Check out this on-demand live session to learn about Genesys Predictive Engagement, a solution designed to help you anticipate individual customer needs and personalize their experience across all channels.
Posted: 26 Feb 2021 | Premiered: 26 Feb 2021

Genesys
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