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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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Real-Time Retail in Asia Pacific: Ensuring Exceptional Customer Experience in an Always-On World
sponsored by PagerDuty
RESOURCE: To be successful, e-retailers need to ensure high availability and functionality across complex, interconnected services such as payment gateways, inventory and order management, and website and mobile apps. Get tips on how to do that and provide the best possible CX with PagerDuty in this blog post.
Posted: 04 Jun 2020 | Published: 04 Jun 2020

PagerDuty

Deal-Makers' Guide to Salesforce
sponsored by ClearEdge
WHITE PAPER: This 33-page guide unlocks insights into how to get your best Salesforce deal by giving you, 3 tactics to help you get the best pricing on your contract, the best practices to negotiate your best deal – because negotiating without leverage is just another form of begging, tips on how to avoid over-buying or under-buying, and more.
Posted: 04 Jun 2020 | Published: 04 Jun 2020

ClearEdge

2020 Global Customer Experience Benchmarking Report
sponsored by NTT
EBOOK: Access this ebook to learn how to remain relevant in a complex, changing environment by adhering to 6 CX recommendations and discover the 4 attributes that the top CX performers all possess.
Posted: 03 Jun 2020 | Published: 03 Jun 2020

NTT

4 steps to an exceptional customer service strategy in times of disruption
sponsored by Pegasystems
EBOOK: Download this white paper to explore the 4 steps you can take to ensure you’re meeting customer expectations during COVID-19 and leaving a lasting impression long after.
Posted: 03 Jun 2020 | Published: 03 Jun 2020

Pegasystems

ServiceNow Customer Service Management Use Cases in Financial Services
sponsored by ServiceNow
EBOOK: Today’s financial institutions need a single system of action that gives a complete lens into the customer experience and facilitates quick resolution of issues—like ServiceNow’s Customer Service Management solution. Explore 3 key use cases for the CSM solution in this eBook.
Posted: 02 Jun 2020 | Published: 02 Jun 2020

ServiceNow

Build for Change: A New Era of Customer Engagement
sponsored by Pegasystems
WEBCAST: Pega provides an always-on, digital customer brain that allows you to put your customer squarely in the center of your business across marketing, sales and service interactions. Find out how they achieve that in this brief video.
Posted: 28 May 2020 | Premiered: May 28, 2020

Pegasystems

Virgin Money Revolutionizes Customer Onboarding Processes
sponsored by Pegasystems
CASE STUDY: Struggling with long account opening and onboarding processes, UK-based Virgin Money wanted to streamline customer interactions and reduce the time that staff spent on manual, non-value-added activities. To achieve these goals, the bank implemented Pega with the help of Accenture. Learn about their experience in this case study.
Posted: 27 May 2020 | Published: 27 May 2020

Pegasystems

Swedbank: Personalized Banking Across All Channels
sponsored by Pegasystems
CASE STUDY: In the last decade, FSI Swedbank has seen a significant shift in how they interact with customers—processing 5 million digital customer interactions every day, with the majority via mobile avenues. In order to handle these new interactions, the bank turned to Pega. Learn about their experience and the benefits they achieved in this case study.
Posted: 22 May 2020 | Published: 22 May 2020

Pegasystems

PegaWorld 2019 Keynote: VodafoneZiggo - Driving Meaningful Customer Dialogues
sponsored by Pegasystems
WEBCAST: Today’s customers expect more than just reactive problem solving. And they’re not satisfied with only proactive approaches—these customers expect their company to engage in serious dialogue with them. Check out this video to learn how VodafoneZiggo has been able to drive meaning from customer dialogues with the help of Pegasystems.
Posted: 20 May 2020 | Premiered: May 20, 2020

Pegasystems

Connecting to Better Customer Experiences
sponsored by Genesys
WHITE PAPER: 79% of customers reported being more loyal to the organizations that are easy and simple to contact. For organizations struggling to improve their customer experience, data is the solution. In this eBook, find a collection of key insights around innovating with data from Connected Customer 2019’s speakers.
Posted: 20 May 2020 | Published: 20 May 2020

Genesys

Fortune 100 industrial supply case study
sponsored by Catchpoint Systems Inc.
CASE STUDY: One Fortune 100 company was feeling the pressure as their slow SaaS application collected daily customer complaints. With stronger monitoring practices, the company was able to reduce the overall number of incidents for end users—and more. Learn about the monitoring solution here.
Posted: 20 May 2020 | Published: 20 May 2020

Catchpoint Systems Inc.

Why the UK Energy Sector needs to give control to its customers
sponsored by Genesys
WHITE PAPER: Access this white paper to discover why disruption is a driving force of the utility landscape and learn 6 priorities for bringing digital to the forefront of your company’s business strategy.
Posted: 19 May 2020 | Published: 15 May 2020

Genesys

Rising Customer Expectations Drive Adoption of Visual Engagement Tools
sponsored by LogMeIn Rescue
WHITE PAPER: Rescue by LogMeIn commissioned Forrester Consulting to survey CX professionals to dig into the issue. The bottom line: Adopting the right visual engagement technology is critical for brands focused on increasing customer trust and decreasing customer effort as their top CX goals. Learn more about what they found.
Posted: 19 May 2020 | Published: 19 May 2020

LogMeIn Rescue

Create High-Value Customer Experiences in the Field like HP Indigo
sponsored by ServiceNow
WEBCAST: Watch this webinar to hear from Jonathan Zur, Service Program Manager at HP Indigo, as he explains how product uptime and customer satisfaction improved after ServiceNow helped the company enlist field service engineers as mobile case agents who could schedule their own visits.
Posted: 18 May 2020 | Premiered: May 18, 2020

ServiceNow

Build for Change: End-to-End Automation
sponsored by Pegasystems
VIDEO: How can your organization put customer outcomes front and center while incorporating end to end robotic automation? Access this video from Pega to learn more.
Posted: 18 May 2020 | Premiered: 18 May 2020

Pegasystems

10 Hot-Button CX Topics to Evolve the Customer Engagement Strategy
sponsored by Genesys
WHITE PAPER: Siloes, differing objectives, and complex transactions are just a few of the things that detract from an easy, positive customer experience. So how are companies dealing with the changing challenges of providing customer experience? Check out the top 10 hot-button CX topics and learn how the industry is dealing with them.
Posted: 18 May 2020 | Published: 18 May 2020

Genesys

4 Keys to Creating Customer Centricity in the Cloud
sponsored by Avtex
WEBCAST: Watch this webinar for tips on how to build a true culture of customer centricity in your organization and explore some of the key CX trends of 2020.
Posted: 18 May 2020 | Premiered: May 18, 2020

Avtex

Three Ways Chatbots Improve Customer Experience
sponsored by Genesys
EBOOK: Check out this e-book to learn about Genesys’ chatbot which delivers fast and cost-effective business results through blended AI: their seamless combination of bots and automation with humans.
Posted: 15 May 2020 | Published: 15 May 2020

Genesys

Why B2B Customer Care Needs to Be Different
sponsored by ServiceNow
RESEARCH CONTENT: Read this interview between ServiceNow and IDC researcher, Karl Whitelock, to see why CX experts say your approach to B2B customer care needs to be different from B2C.
Posted: 15 May 2020 | Published: 15 May 2020

ServiceNow

Avoiding Poor Customer Experiences: Selling Your SLT on a CX Strategy
sponsored by Avtex
RESOURCE: When it comes to upgrades in Customer Experience strategy, oversight and delivery, convincing the relevant Senior Leadership Team (SLT) members that an investment is necessary can be challenging. Read this blog post for expert tips on how to sell your SLT on a CX strategy.
Posted: 15 May 2020 | Published: 15 May 2020

Avtex

Your Go-To Guide for Web Personalization with Progress Sitefinity
sponsored by Progress Software Corporation Sitefinity
EBOOK: Download this e-book for a refresher of content personalization fundamentals and learn how Progress Sitefinity CMS and Sitefiniity Insight can help manage, organize, and deliver your content.
Posted: 15 May 2020 | Published: 15 May 2020


Why Service Assurance is Vital for a Quality 5G Customer Experience
sponsored by ServiceNow
WHITE PAPER: Access this white paper to read an interview between ServiceNow and Karl Whitelock, Research VP, Communications Service Provider Operations and Monetization at IDC address the top 7 concerns facing service assurance in a 5G world.
Posted: 15 May 2020 | Published: 15 May 2020

ServiceNow

Vodafone: Transforming to Always-On Customer Engagement
sponsored by Pegasystems
CASE STUDY: Companies like Vodafone have increasingly seen their consumer based expect cross-channel, personalized engagement. While using Pega Marketing to help them achieve this integrated method of communication, Vodafone has seen a 7% increase in ARPU, 22% reduction in commissions, and a 12% increase in offer acceptance. Check out this post to learn more.
Posted: 13 May 2020 | Published: 13 May 2020

Pegasystems

Build for Change: Unified Platform
sponsored by Pegasystems
VIDEO: When building an enterprise data system, you want a system that gives you the flexibility to move between different forms of the cloud while presenting users with an attractive and engaging UI. Check out this short video to see why a unified platform provides the answer to disparate data siloes, unintegrated enterprise departments, and more.
Posted: 13 May 2020 | Premiered: 13 May 2020

Pegasystems

Be where your customers need you to be
sponsored by Axway
DATA SHEET: In these unprecedented times, banks must move beyond compliance and adopt a nimble mindset that focuses on the customer’s experience, not just the bank’s process. Access this data sheet to learn about Axway, a customer experience solution that has been helping banks navigate change for the last 20 years.
Posted: 13 May 2020 | Published: 13 May 2020

Axway
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