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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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So You Think You Want a Chatbot?
sponsored by [24]7.ai
EBOOK: While the pressure to implement chatbots is intense, the fastest route to failure is to push out a request for proposals (RFP) when you haven’t fully researched the topic. Explore some of the key questions to ask about chatbots during the RFP process in this eBook.
Posted: 24 Sep 2020 | Published: 24 Sep 2020

[24]7.ai

Genesys Webinar Thank You Page
sponsored by Genesys
WEBCAST: Access this webcast to learn about 3 solutions built on the Genesys Cloud that can provide your organization with what it needs to revolutionize the customer experience, from radical simplicity and massive scale, to an emphasis on security.
Posted: 24 Sep 2020 | Premiered: Sep 24, 2020

Genesys

What Consumers Expect From the Customer Experience...and How You Can Deliver
sponsored by Kustomer
WHITE PAPER: Access this white paper for the highlights of a survey across 550 US-based consumers to understand what they expect from the customer experience, where organizations are falling short, and how expectations are shifting across generations.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Kustomer

Customer Experience, the New Challenge of Smart Monitoring
sponsored by Centreon Software Systems
WHITE PAPER: The list of essential processes that rely on IT structures and support to run is nearly endless. Read this white paper to know how innovative businesses are now positioning the customer experience as the main goal of IT; and see how monitoring plays into this shift of IT priorities.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Centreon Software Systems

Six Ways to Use AI for Intelligent Customer Service
sponsored by Kustomer
WHITE PAPER: Check out this white paper from Kustomer to learn 6 ways to leverage AI to deliver effortless and effective customer service and discover the future of the industry.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Kustomer

Conversational Commerce
sponsored by [24]7.ai
EBOOK: [24]7.ai defines Conversational Commerce as a tool that aims to replicate and automate a deep level of communication between company and customer found in traditional, face-to-face interactions. Get the basics about the “customer experience of the future” in this 35-page introductory guide.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020–21
sponsored by [24]7.ai
ANALYST REPORT: In this report, Ovum names the 9 market leaders—as well as 2 market challengers—that are making the most out of AI with their virtual assistants. Explore the key findings here.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020
sponsored by [24]7.ai
WHITE PAPER: In this exclusive Forrester Research report, Forrester evaluates the top 13 providers in the digital-first customer service market, which has seen tremendous growth this year. Download the report to learn about the 3 key takeaways to keep in mind for a successful customer service approach—and see if your vendor makes the list.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

Your Next Move to the Future
sponsored by Avaya
RESOURCE: For a large portion of companies, digital transformation takes shape in improving customer service and enhancing employee efficiency. Read this blog post to evaluate whether or not the contact center subscription model is the right approach for your business as you seek to embrace AI, cloud computing, and other rapidly evolving technologies.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Avaya

The Aragon Research Globe for Intelligent Contact Centers, 2020
sponsored by Avaya
WHITE PAPER: The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Avaya

Prepping for the Holidays
sponsored by Kustomer
WHITE PAPER: While the holiday season is a happy time for businesses and consumers alike, it can be stressful when customer service inquiries are spiking by almost 120%, like they did in 2019. Read this white paper to learn why omnichannel support is necessary for innovative businesses, how to best provide customers with the self-service they crave, and more.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

Rebounding with Charm: Fireside Chat with Kendra Scott
sponsored by ServiceNow
WEBCAST: As Founder & CEO of Kendra Scott Jewelry, jewelry designer Kendra Scott has worked hard to thoughtfully and safely re-open some of her 100+ retail locations. She was recently joined by Tracey Fritcher, ServiceNow’s Principal Strategist, Employee Experience Solutions, to discuss her experience. Watch the video to learn more.
Posted: 18 Sep 2020 | Premiered: Sep 18, 2020

ServiceNow

What to Look for in a Customer Service Software Solution
sponsored by Kustomer
WHITE PAPER: Surveys show that 66% of customers aged 25 to 44 believe the customer is always right. With customers demand more than ever, how can you deliver on these lofty expectations? Find out in this white paper.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

The Era of Messaging
sponsored by [24]7.ai
WHITE PAPER: Read this white paper to learn why messaging is so vital to the customer experience today, and how your organization can move forward with a successful messaging platform and strategy.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

[24]7.ai

Solve your call center’s seasonal capacity problem
sponsored by Genesys
EBOOK: Download this eBook to explore tips and strategies you can implement to solve your call centers seasonal capacity problem.
Posted: 15 Sep 2020 | Published: 15 Sep 2020

Genesys

Product Information Management Implementation Best Practices
sponsored by Akeneo
WHITE PAPER: Ready to get your PIM project off the ground? Here are 10 not-to-miss steps to get the most out of your PIM implementation.
Posted: 14 Sep 2020 | Published: 14 Sep 2020


Digital Customer Experience Through E-IoT, and the Need for Increased Security
sponsored by Capgemini
RESOURCE: This blog post highlights recent research from a Gartner survey that identified 5 emerging technologies that will have the biggest impact on improving the customer experience (CX). Read on here to find out more and to take advantage of these technologies.
Posted: 11 Sep 2020 | Published: 06 Apr 2020

Capgemini

Adaptive Customer Excellence
sponsored by DXC
RESOURCE: Fortunately, there's now a way to transform Customer Experience by transforming your contact centre in line with your overall digital strategy.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

DXC

Adaptive Customer Excellence
sponsored by DXC
EBOOK: Fortunately, there's now a way to transform Customer Experience by transforming your contact centre in line with your overall digital strategy.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

DXC

Avant Mutual's Onboarding Time Slashed from Three Months to Two Weeks with LivePro
sponsored by Live Pro
CASE STUDY: Check out this case study to learn how organizations like Avant can use livepro to consolidate information into a centralized knowledge based, thus eliminating the need to confer with colleagues, resulting in major performance improvements.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

Live Pro

You've Uncovered the Weak Spots in your Omnichannel Approach: Now What?
sponsored by Comcast Business
RESOURCE: Establishing the right foundation for omni-channel approaches involves a number of factors, but it starts with an agile, flexible network that gives you centralized control across all of your locations and lets you view your entire architecture on a single pane of glass. Download this blog post to learn more.
Posted: 10 Sep 2020 | Published: 09 Jun 2020

Comcast Business

Reopen & Stay Open With Salesforce For Restaurants Trust Accelerator By AllCloud
sponsored by AllCloud
RESOURCE: Amid COVID-19, it’s critical for restaurant leadership to not only embrace a mindset of change to help mitigate risk, but also to streamline and formalize operating procedures with a solution that will ensure compliance. See how Salesforce’s solution can help restaurants reopen and stay open amid uncertainty in this blog post.
Posted: 08 Sep 2020 | Published: 08 Sep 2020

AllCloud

Why to Integrate Your CPQ & ERP Systems, Plus Tips For Getting Started
sponsored by AllCloud
RESOURCE: If your business uses both CPQ and ERP systems and you haven’t yet integrated the two, then these types of benefits are well within reach. Download this blog post for a look at everything you need to know about why integrating these two systems makes such a big difference, common use cases for doing so and pitfalls to avoid along the way.
Posted: 08 Sep 2020 | Published: 08 Sep 2020

AllCloud

Thank you for registering for the CX Virtual Tour on Predictive Engagement
sponsored by Genesys
WEBCAST: How well do you know each of your website visitors? Do you use that information to personalize engagement with them? If not, you could be missing out on key opportunities to build customer and brand loyalty. Sign up today to learn more.
Posted: 08 Sep 2020 | Premiered: Sep 8, 2020

Genesys

Public Cloud Adoption in Financial Services- 7 key considerations for CIOs (Celent paper)
sponsored by IBM
WHITE PAPER: Access this white paper for 7 critical considerations as financial institutions plan and execute their technology transformation and public cloud migration strategies.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

IBM
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