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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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The Value of Personalization for B2B Companies
sponsored by Acquia, Inc.
VIDEO: Leading corporations are employing personalization to boost business and build brand loyalty. In this webinar, discover why 67% of marketers trust personalization, and uncover the benefits industry leaders don't want you to know about.
Posted: 12 Dec 2018 | Premiered: 16 Sep 2018

Acquia, Inc.

Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Zendesk

A Guide to the CX Improvement Landscape
sponsored by West IP Communications
RESEARCH CONTENT: There are many ways to approach CX restructuring. Read these white pages for informed statistics on the most common business practices regarding CX and highlighted areas for improvement and optimization.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

West IP Communications

The Omnichannel Approach to CX
sponsored by West IP Communications
RESEARCH CONTENT: 70% of consumers think the use of bots programmed to respond like agents is acceptable in customer service. Recommendations for digital integration and many more CX improvement tools can be found in these white pages.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

West IP Communications

Enabling Self-Service with Virtual Assistants
sponsored by Concentrix
VIDEO: Drive natural and intelligent self-service and voice-support that leads to higher overall CX performance, resulting in higher rates of both customer retention and satisfaction. Find out how blending AI with real agents improves CX by watching this webcast.
Posted: 07 Dec 2018 | Premieres: 25 Dec 2018

Concentrix

Telekom Serbia Turns Contact Center into Profit Center with Avaya
sponsored by Avaya
CASE STUDY: Download this case study to learn how Telekom Serbia increased their customer satisfaction rate by almost 16%, while also improving support for mobile services.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

Online Shopping Trends
sponsored by Optimizely
RESOURCE: In this report, explore trends in consumer shopping habits, the challenges of shopping online, and the opportunity for personalization in the customer journey to help your business drive growth.
Posted: 04 Dec 2018 | Published: 04 Dec 2018

Optimizely

Make Your Breakthrough in Customer Engagement
sponsored by Bizagi Ltd
RESEARCH CONTENT: Download this research report to explore insights into the challenges for marketing, customer experience and digital leaders, and 7 steps to digitize customer engagement.
Posted: 03 Dec 2018 | Published: 03 Dec 2018

Bizagi Ltd

Enterprise RPA Assessment
sponsored by Automation Anywhere
RESEARCH CONTENT: If you adopt RPA at your company tomorrow, how exactly could you benefit, and in what areas? The Everest Group has a report that can help answer those questions. Read the full report for more on Everest Group's findings about RPA and how it can impact your business.
Posted: 30 Nov 2018 | Published: 08 Mar 2018

Automation Anywhere

Customer Service Metrics That Matter
sponsored by Zendesk
WHITE PAPER: Customer service metrics help to track performance in your primary customer service mission – but you'll need data to be successful. Download this white paper to explore a defined path through all the data and uncover expert advice about how to best use the metrics found to be essential for managing your support operations.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Cultivating Customer Loyalty
sponsored by Zendesk
WHITE PAPER: Innovation in customer service, as well as customer experience, always means one thing: advancing our respectful understanding of customer as human beings. So, what's the best ways to cultivate customer loyalty? Download this white paper for some answers, and explore research findings on customers and their decision-making processes.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Optimizing Your Online Store
sponsored by Optimizely
RESOURCE: While there's no magic bullet when it comes to the success of your online store, top-performing retailers do have something in common: a growing focus on experience optimization. Find out how experience optimization can help your organization to improve key retail metrics, including purchases, average order value, revenue and more.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Optimizely

Structuring your customer support organization
sponsored by Zendesk
WHITE PAPER: In order to quickly scale, customer service organizations must be organized by teams, tiers, and roles. Read this white paper to discover Zendesk's 3 suggestions for structuring your customer support organization.
Posted: 28 Nov 2018 | Published: 28 Nov 2018

Zendesk

Lessons from the Front Lines: Making ABM Work for You
sponsored by TechTarget
PRESENTATION: This presentation draws on TechTarget's experience supporting 300+ ABM implementations to help marketers break down the complexities of Account-based marketing and simplify execution. Read on to understand best practices and lessons learned based on real life customer use cases.
Posted: 27 Nov 2018 | Published: 31 Mar 2017

TechTarget

Building a single customer view using APIs
sponsored by MuleSoft
WHITE PAPER: Download this white paper to learn how an API-led approach to integrating systems can help your organization achieve a full 360-degree view of your customers, through easy integration, automatic trigger updates, and more.
Posted: 27 Nov 2018 | Published: 27 Nov 2018

MuleSoft

Tips for Providing Great Customer Service on Twitter
sponsored by Zendesk
WHITE PAPER: Download this white paper to learn about Twitter's evolving role as an interface for company-customer relations and how organizations can take advantage of the platform's key features to advance the work of customer service teams.
Posted: 27 Nov 2018 | Published: 27 Nov 2018

Zendesk

Customer Self-Service: Building Your Knowledge Base on a Solid Foundation You Didn't Realize was Already There
sponsored by Zendesk
WHITE PAPER: Download this white paper to find out how and why the start of a new chapter for your business is a great time to scale your customer service in a smart way and uncover 5 myths and realities of building a knowledge base for your customer self-service operation.
Posted: 26 Nov 2018 | Published: 26 Nov 2018

Zendesk

VOC and Culture Change: Cracking the Code
sponsored by Concentrix
VIDEO: In this webinar, learn 7 valuable tips from Gina Massa, Senior Director of CX insights at Concentrix, for developing a culture that uses customer feedback to differentiate on experiences.
Posted: 26 Nov 2018 | Premiered: 26 Nov 2018

Concentrix

Demo: NICE inContact CXone – Agent for Salesforce WFO
sponsored by Nice-InContact
VIDEO: Watch this demo to learn how contact center agents can boost productivity and focus with easy access to WFO functionality from within Salesforce.
Posted: 21 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

Reimagine Productivity with Microsoft Dynamics 365
sponsored by Microsoft
EBOOK: Businesses around the world are seeing the benefits of helping employees work smarter together, automating cumbersome manual tasks, and using customer data as a factor in deciding what to offer. Download this e-book to find out how business solutions from Microsoft help you move away from the complexity of traditional ERP and CRM systems.
Posted: 20 Nov 2018 | Published: 20 Nov 2018

Microsoft

Reinvent Business Productivity with Microsoft Dynamics 365 and Microsoft Office 365
sponsored by Microsoft
EBOOK: To stand out, businesses must make every minute count and every customer engagement shine. Download this e-book to learn how Dynamics 365, Microsoft's business management tool, can integrate with Office 365 to connect business processes and personal productivity and bring insight and efficiency to your daily tasks, and boost customer interactions.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

Microsoft

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by Nice-InContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

Nice-InContact

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by Nice-InContact
RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.
Posted: 14 Nov 2018 | Published: 17 Oct 2018

Nice-InContact

Autodesk Inc. - Speeding Customer Response Times by 99% with IBM Watson
sponsored by IBM
CASE STUDY: In this case study, learn how Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, developed a virtual agent to interact with customers contributing to a 10-point increase in customer satisfaction levels.
Posted: 13 Nov 2018 | Published: 13 Nov 2018

IBM

Modernizing Customer Experience with Live Experience Cloud
sponsored by Oracle
VIDEO: As customers are increasingly on mobile devices and expect frictionless, real-time, and contextual experience – companies must adapt. As customers are increasingly on mobile devices and expect frictionless, real-time, and contextual experience – companies must adapt.
Posted: 06 Nov 2018 | Premiered: 06 Nov 2018

Oracle
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