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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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Datadog Serverless Monitoring
sponsored by Datadog
WHITE PAPER: In order to make serverless computing work for your customers, it first has to work for your organization. With a serverless monitoring solution, organizations can access the metrics needed to better understand customer experiences. Learn more about serverless monitoring and customer experience in this guide.
Posted: 02 Apr 2020 | Published: 02 Apr 2020

Datadog

Digital Communications in Financial Services
sponsored by Vonage
WHITE PAPER: Leading financial companies know that a good customer experience is crucial to keeping customers happy and loyal, and that the best customer experiences don’t end when the customers walk out your doors. Read on to see how digital communications and modern apps are being used to grow the customer experience to new heights.
Posted: 25 Mar 2020 | Published: 25 Mar 2019

Vonage

How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020

CallMiner

Reimagining Customer Experience
sponsored by Vonage
WHITE PAPER: Research has shown that 86% of consumers are willing to pay more for a great experience, while 89% will leave due to a poor experience. And by the end of 2020, customer experience will overtake price and product to become the key brand differentiator. Find out the Vonage journey.
Posted: 23 Mar 2020 | Published: 23 Mar 2020

Vonage

Do Your Mobile Workers Have What It Takes to Keep Customers Coming Back?
sponsored by Skedulo
RESOURCE: Your mobile workers are on the front lines of customer service – quite literally. Dive into this blog post to learn how to cater your mobile employees’ work strategies – and the tools they use – towards providing a seamless customer experience.
Posted: 20 Mar 2020 | Published: 26 Mar 2018

Skedulo

How Mobile Workforce Management Affects Customers
sponsored by Skedulo
RESOURCE: Jump inside this blog post to learn how increasing your mobile workforce management capabilities can swing around and help increase your organization’s customer experience quality – a metric worth its weight in gold in today’s user-first world.
Posted: 19 Mar 2020 | Published: 19 Jul 2019

Skedulo

The CX Pro’s Guide to Speech Analytics
sponsored by CallMiner
WHITE PAPER: Speech analytics solutions have traditionally been used by the contact center, but that may be changing as more organizations adopt them elsewhere. Download this “CX Pro’s Guide to Speech Analytics” to explore all the need-to-know details and learn how you can use them to enhance and improve CX.
Posted: 19 Mar 2020 | Published: 19 Mar 2020

CallMiner

For Raiffeisen, investing in digital meant investing in the future of the company
sponsored by Adobe Inc
CASE STUDY: With the goal of delivering countless website variations while optimizing customer experiences, Swiss bank Raiffeisen turned to Adobe and their Experience Cloud. Learn about their experience and the 4 key benefits they achieved in this white paper.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

Adobe Inc

The Power of Analytics in the Customer Experience Economy
sponsored by 8x8, Inc.
WHITE PAPER: Download this eBook to learn how companies are using analytics to solve the toughest puzzles of customer experience management and explore 4 tips for using them in your contact center.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

8x8, Inc.

AI, Automation, and the Modern Agent Desktop
sponsored by Appian
WEBCAST: In order to meet new customer experience demands, organizations need to rethink how they are arming agents to deliver the value that customers expect. Watch this webcast to hear two CX experts talk about market trends that are changing the way organizations use customer service and about the 3 keys of valuable contact center customer experience.
Posted: 13 Mar 2020 | Premiered: Mar 13, 2020

Appian

Expert Insights CX 2020
sponsored by Freshworks
WHITE PAPER: Freshworks has spoken with experts and practitioners in the customer experience space that can help you win customers – for life. Access this report to discover the top 8 insights that are going to change the way your organization thinks about customer experience and learn how to implement them directly in your organization.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

Freshworks

Decoding AI: Make Your Customer Service Organization a Competitive Differentiator
sponsored by Coveo
WEBCAST: By leveraging the power of AI, organizations can finally unlock key data and information from their organization. Watch this webcast to help understand AI in the context of your business, assess your organizations readiness for AI, learn how to prioritize machine learning, and evaluate the potential for AI to deliver ROI to your business.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

A Masterclass in AI-Enabled Support Transformation
sponsored by Coveo
VIDEO: Tune into this masterclass session to learn how real-world organizations have created world-class service experiences and self-service capabilities through the utilization of AI-powered tools.
Posted: 11 Mar 2020 | Premiered: 11 Mar 2020

Coveo

Constructing the Next-Gen Support Agent: Why AI Is Required
sponsored by Coveo
WEBCAST: There’s a lot of discussion around the benefits AI can provide—especially in customer service. But can it really live up to all the hype? Find out in this webinar, which delves into 1 healthcare organization’s experience implementing AI in their self-service strategy and the benefits they achieved.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

The New Rules of Customer Engagement
sponsored by Freshworks
WHITE PAPER: Survey results are in: 69% of consumers have stopped doing business with a brand due to a single bad service experience in the past 12 months. With insight like this, it’s clear that customer engagement is integral to success. Download the survey results here to learn about the findings and how to apply them to your customer experience strategy.
Posted: 11 Mar 2020 | Published: 11 Mar 2020

Freshworks

Creating Seamless, Personalized Self-Service Experiences With AI
sponsored by SearchUnify
RESOURCE: Improving customer self-service is a great way to increase customer engagement and boost productivity. Read this resource to learn 4 essential elements that every customer support organization can incorporate into their self-service offerings to save customers time and keep them satisfied.
Posted: 11 Mar 2020 | Published: 10 Dec 2019

SearchUnify

Kronos Transforms Customer Support & Self-Service Experience with Searchunify
sponsored by SearchUnify
CASE STUDY: Kronos, a leader in workforce and human capital management, struggled to meet growing demands for scalability and faceted search. With the help of an AI-powered enterprise search solution, Kronos successfully deployed a cognitive search engine that allowed insight into deep analytics while improving customer self-service. Learn more in this guide.
Posted: 11 Mar 2020 | Published: 11 Mar 2020

SearchUnify

4 Solutions to the Toughest CX Puzzles
sponsored by 8x8, Inc.
RESOURCE: Falling short of CSAT goals? NPS sagging? Wondering if a single complaint is widespread? Customer experience puzzles can be confounding. Download this infographic to explore 4 methods that can help you get to the bottom of CX issues and see improvements fast.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

8x8, Inc.

Transform Your Contact Center with Collaboration Across Your Business
sponsored by 8x8, Inc.
WEBCAST: Watch this webcast to learn about the value of implementing UC capabilities into your contact center, and how 8x8 can help guide the process.
Posted: 06 Mar 2020 | Premiered: Mar 6, 2020

8x8, Inc.

2020 Digital Trends in Asia Pacific
sponsored by Adobe Inc
EBOOK: To encourage CX prioritization, it is crucial to learn about 2020 developments that will inform their marketing strategy. Read this e-book to discover 3 key developments for APAC marketers that, along with technology investments do just that.
Posted: 06 Mar 2020 | Published: 06 Mar 2020

Adobe Inc

X Series: Solution Overview
sponsored by 8x8, Inc.
WHITE PAPER: Customers hold power in their ability to pick and choose which providers to engage with. When they do engage with your business, you must ensure that their experience exceeds expectations. In this 31-page guide, learn how X Series provides the tools needed to propel engagement and guarantee a quality CX. Download the guide here to start reading.
Posted: 05 Mar 2020 | Published: 05 Mar 2020

8x8, Inc.

The Expert Guide to Picking a Search Provider for Salesforce Users
sponsored by SearchUnify
EBOOK: Download this white paper to learn about the benefits of integrating an AI-powered search tool into Salesforce to boost customer—and employee—satisfaction.
Posted: 05 Mar 2020 | Published: 05 Mar 2020

SearchUnify

The Forrester Wave: Digital Intelligence Platforms, Q4 2019
sponsored by Adobe Inc
EBOOK: Real-time engagement data management, engagement analytics, and optimization techniques are all top features to look for in a digital intelligence solution. Download this Forrester Wave evaluation to review an in-depth break out of leaders, strong performers, contenders, and challengers in the digital intelligence landscape.
Posted: 04 Mar 2020 | Published: 04 Mar 2020

Adobe Inc

The Importance of DEM in the Financial Services Industry
sponsored by Catchpoint Systems Inc.
WHITE PAPER: Today’s tech-savvy customers expect an on-demand digital experience that’s equally savvy, posing a unique challenge in industries known for strict regulations. Jump into this eBook to learn how integrating a digital experience monitoring platform can give financial services organizations proactive insight into their customer-facing services.
Posted: 02 Mar 2020 | Published: 02 Mar 2020

Catchpoint Systems Inc.

Proving the Value of a Collaborative Approach to Your Contact Center
sponsored by 8x8, Inc.
WHITE PAPER: Today’s enterprises are more readily investing in new contact center technologies—chiefly self-service and automation. Download this white paper to learn the different ways organizations are implementing them to create a collaborative contact center.
Posted: 26 Feb 2020 | Published: 26 Feb 2020

8x8, Inc.
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