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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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How Collecting Better Data About Your Customers Can Transform Your Business
sponsored by MASERGY
WHITE PAPER: In this white paper, find out how your organization can gain invaluable insights into customer behavior at a realistic price point, and how big data and the cloud can help engage customers during contact center interactions.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

Seth Godin Keynote: Customer Service in the Age of AI
sponsored by IBM
VIDEO: In this webcast, Seth Godin discusses the importance of delivering excellent customer service and highlights how firms can embrace AI as they transform their call centers.
Posted: 14 Sep 2018 | Premiered: 14 Sep 2018

IBM

The AI-empowered Marketer
sponsored by Marketo
WHITE PAPER: In this infographic, learn how AI advances and accelerates marketers' ability to transform from one-size-fits-most marketing, to developing value through deeply personalized communication.
Posted: 12 Sep 2018 | Published: 12 Sep 2018

Marketo

From Insights to Engagement: Transform Your Customer Relationships with Data
sponsored by Marketo
RESOURCE: Inside, learn why marketers struggle to see a step-by-step path forward for meeting customers' expectations, and find out how and why you can use customer data to improve engagement.
Posted: 12 Sep 2018 | Published: 12 Sep 2018

Marketo

Call Center, Meet AI: What You Need to Know About How AI is Transforming Call Centers
sponsored by IBM
VIDEO: In this webcast, Brian Cantor talks with Dario Gil about how AI has the potential to strike a balance between cost containment and customer experience. Continue watching to uncover how to use technology to better connect with customers to prevent them from going to your competition.
Posted: 11 Sep 2018 | Premiered: 11 Sep 2018

IBM

Call Center Evolution: Tomorrow's Technology, Today
sponsored by IBM
VIDEO: In this webcast, Atul Gupta discusses strategies to transform even the most outdated contact center into an omnichannel, AI-enhanced call center for the future, as well as the benefits that can bring.
Posted: 07 Sep 2018 | Premiered: 07 Sep 2018

IBM

Evolving From Big Data to Smart Data: New Ways CX Researchers Anticipate Behaviors
sponsored by Convergys
VIDEO: In this webcast, John Georgesen shares how Fortune 100 companies are tapping new technologies and using linkage techniques to uncover customer needs and behaviors. Find out how CX teams use non-survey data to drive real improvements, and help to anticipate behaviors.
Posted: 07 Sep 2018 | Premiered: 07 Sep 2018

Convergys

Panel Discussion: The Future of Call Centers
sponsored by IBM
VIDEO: In this webcast, Michelle Peluso discusses with a panel of customer service executives the challenge of building and maintaining long-lasting client relationships, and best practices to engage and nurture them successfully.
Posted: 06 Sep 2018 | Premiered: 06 Sep 2018

IBM

Convergys Analytics Webinar: Attention CX Practitioners! It's Time to Tranform Your Role
sponsored by Convergys
VIDEO: In this webinar, legendary CX expert Bruce Temkin discusses tips for how marketers can reshape their roles within the organization and drive real CX improvement with a "voice of the customer" strategy. Find out how you can turn customer insights into game-changing action.
Posted: 06 Sep 2018 | Premiered: 26 Jun 2018

Convergys

Voice of the Customer: Look Book 2018 – Remarkable Programs, Exceptional Results
sponsored by Convergys
RESOURCE: In this resource, learn how voice of the customer tools can help you capture feedback across the customer journey. Can this info be used to change the way your company thinks and acts?
Posted: 06 Sep 2018 | Published: 06 Sep 2018

Convergys

Uncover the True Value of Your Customer Support Organization
sponsored by Zendesk
RESOURCE: Inside, find out how your organization can build a high-quality, effective customer support center that helps you build relationships that are more meaningful, personal, and productive.
Posted: 05 Sep 2018 | Published: 05 Sep 2018

Zendesk

What Are Your Most Important Customer Service Objectives?
sponsored by Zendesk
RESOURCE: In this resource, uncover insight from experts in the customer service field about what goals customer service attempts to achieve, and how those goals contribute to the larger company mission.
Posted: 05 Sep 2018 | Published: 28 Mar 2018

Zendesk

State of the Connected Customer
sponsored by Salesforce
RESEARCH CONTENT: For businesses, there's more focus than ever on going beyond the expected product or service, to deliver a customer experience that truly differentiates. This report examines the evolution of these expectations, the technology that's driving them, and the balance of trust between customers and companies.
Posted: 05 Sep 2018 | Published: 05 Sep 2018

Salesforce

3 of the Best Knowledge Management Examples
sponsored by Zendesk
RESOURCE: Most customers want to be able to help themselves. You could have the best self-service information available, but it's not very useful if your customers (or your employees) can't find it. In this resource, learn about 3 knowledge management examples to make your customers' lives easier, and reduce overall support costs by 25%.
Posted: 04 Sep 2018 | Published: 18 Jul 2017

Zendesk

A Simple Way to Understand Machine Learning vs. Deep Learning for Customer Service
sponsored by Zendesk
RESOURCE: In this resource, learn about machine learning and deep learning, and how these concepts are dominating the conversations about AI for customer service. Find out how chatbots incorporate a deep learning model to provide customers with more personalized assistance.
Posted: 04 Sep 2018 | Published: 18 Jul 2017

Zendesk

Interactive Voice Response: The Lost Channel?
sponsored by Convergys
RESEARCH CONTENT: According to Forester, two-thirds of companies view social customer service as the most pressing short-term priority for U.S. contact centers. IVR often goes overlooked – Inside, uncover 6 quick steps to immediately improve your IVR experience and learn the best approach to optimization.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

Convergys

The AI Revolution: Insights Into the Next Era of Customer Relationships
sponsored by Salesforce
RESEARCH CONTENT: This report highlights key findings around customers' heightened expectations for tailored, relevant experiences, and how businesses are using AI to meet them. Inside, you'll also uncover the 3 big decisions companies look to leverage AI to help them compete in the Age of the Customer.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

Salesforce

Conversational Commerce
sponsored by LivePerson
WHITE PAPER: Most people communicate through messaging and this brand should be taking note of the popularity of communication through SMS, mobile apps, web and social channels. Download to discover the brand potential of online messaging for enhancing your customer experience.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

LivePerson

The 16 Customer Service Skills of Great Customer Service Agents
sponsored by Zendesk
RESOURCE: Customer service involves much more than having a conversation on the phone. Responding to tickets over email, live chat, and social media are equally important communication channels for customers. In this resource, uncover 16 customer service skills of great customer service agents and why agents need to be able to move easily between channels.
Posted: 31 Aug 2018 | Published: 31 Aug 2018

Zendesk

Using VOC to Create a CX Culture
sponsored by Convergys
RESEARCH CONTENT: Voice of the Customer (VOC) insights and tools can drive visibility into what is impacting the customer experience at all levels of the organizations. This infographic highlights how creating an enterprise-wide framework for action, companies can create a working customer experience culture.
Posted: 30 Aug 2018 | Published: 30 Aug 2018

Convergys

How to Make Every Survey a Top Customer Experience
sponsored by Convergys
EBOOK: This e-book outlines 4 key elements of a brand-building survey program. Find out how you can put these 4 pieces in place for your surveys to become powerful experience that deepen your customer's relationship with your brand.
Posted: 30 Aug 2018 | Published: 30 Aug 2018

Convergys

What Marketers Need to Know about Digital Transformation
sponsored by SAS
WEBCAST: In this webinar, hear from Wilson Raj of SAS and Daniel Newman of Futurum Research about the smartest path you can take to becoming digitally intelligent and improve customer journeys along the way.
Posted: 27 Aug 2018 | Premiered: Aug 27, 2018

SAS

Driving Personalization with AI and Chatbots
sponsored by Oracle Cloud
EBOOK: Data and analytics are at the heart of customer experience, and companies are embracing AI to help them use data better. Discover how inside.
Posted: 23 Aug 2018 | Published: 23 Aug 2018

Oracle Cloud

Four Steps to Conversational IVR
sponsored by Convergys
WHITE PAPER: We have become accustomed to using speech to interact with devices in our everyday lives. Now, you can leverage voice-controlled digital assistants in your contact center to give your customers seamless, low-effort experience they deserve. This paper outlines 4 fundamental steps to get you started on the path to conversational IVR.
Posted: 22 Aug 2018 | Published: 22 Aug 2018

Convergys

Everybody Loves a Bot: How to Wow Your Customers with Robotic Process Automation
sponsored by Convergys
WHITE PAPER: This white paper will help de-mystify robotic process automation (RPA) and help you get on the path to implementing RPA tools in your contact center. Explore how agents can deliver a more focused, consultative engagement, resulting in higher quality exchange with the customer, and additional benefits inside.
Posted: 22 Aug 2018 | Published: 22 Aug 2018

Convergys
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