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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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Talkdesk: Enterprise Cloud Contact Center for the Digital World
sponsored by Talkdesk
WHITE PAPER: In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.
Posted: 23 Aug 2019 | Published: 23 Aug 2019

Talkdesk

5 Signs It's Time to Partner with a Retail Technology Provider
sponsored by SFG
WHITE PAPER: In this white paper, explore 5 signs it's time to partner with a retail technology provider. Review how ecommerce businesses can benefit from retail technology partners, and discover if SFG is right for your organization.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

SFG

Revving Your Salesforce Community Engine: See How 5 Great Brands Are Leveraging Search to Drive More Engagement and Better Self-Service
sponsored by Coveo
WHITE PAPER: View this white paper to learn how 5 great brands are leveraging AI-powered search technology to drive more engagement and better service across their organization.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

4 Critical Business Challenges Faced by Support
sponsored by Coveo
RESOURCE: View this infographic to explore the 4 critical business challenges facing support organizations and learn where AI-powered search can help.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

5 Ways to Deliver Great Customer Self Service
sponsored by Coveo
RESOURCE: View this infographic to explore 5 ways to deliver successful customer service experiences while positively impacting your bottom line.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model
sponsored by Coveo
WHITE PAPER: View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

AI for CX: Practical Investments, Proven Return
sponsored by NICE inContact
WHITE PAPER: Artificial Intelligence (AI) is possibly the greatest untapped resource for companies looking to transform customer and business outcomes. Read this white paper to discover 3 proven methods to improve customer experience with AI technologies.
Posted: 16 Aug 2019 | Published: 16 Aug 2019

NICE inContact

How CXone Empowers Contact Center Managers
sponsored by NICE inContact
VIDEO: View this brief video to discover how NICE CXone can help contact center management easily monitor and quickly respond to customer queries while driving agent performance, and decide if CXone is right for your organization.
Posted: 15 Aug 2019 | Premiered: 15 Aug 2019

NICE inContact

How CXone Empowers Contact Center Agents
sponsored by NICE inContact
VIDEO: View this brief video to learn how NICE CXone can help your contact center reduce training time, improve agent retention, and streamline true omnichannel interaction.
Posted: 15 Aug 2019 | Premiered: 15 Aug 2019

NICE inContact

'Alexa, How Are My SLAs?' Omega World Travel Uses Innovation and CXone to Deliver Outstanding Service
sponsored by NICE inContact
CASE STUDY: View this case study to learn how Omega World Travel, one of the largest travel management companies in the United States, overcame the problems of their third-party hosted cloud solutions and struggling CX with NICE CXone.
Posted: 14 Aug 2019 | Published: 14 Aug 2019

NICE inContact

Seven Steps Closer to Intelligent Customer Engagement
sponsored by Informatica
WHITE PAPER: Personalizing the customer experience (CX) is the most important goal of leading data-driven marketers—but, there is an obstacle commonly found when approaching a new personalization initiative. Read this e-book to learn the root cause of CX chaos that is preventing proper customer data use, and how to overcome it.
Posted: 14 Aug 2019 | Published: 14 Aug 2019

Informatica

Transforming the Customer Journey
sponsored by MASERGY
RESEARCH CONTENT: With this white paper, explore key strategies for building and fostering a successful customer journey. Gain a better understanding of the technologies impacting today's customer experience, and learn how to transform your customer journey into a successful feature of your organization.
Posted: 13 Aug 2019 | Published: 13 Aug 2019

MASERGY

7 Ways to Set Up Your Chatbot for Success
sponsored by Ascendum Solutions LLC
WHITE PAPER: How successful is your chatbot? View this white paper to explore the 3 primary causes of chatbot failure. Unlock 7 ways to improve your chatbot's success rate, and gain a critical understanding of chatbot design and implementation.
Posted: 05 Aug 2019 | Published: 05 Aug 2019

Ascendum Solutions LLC

How Analytics is Adapting to a Changing Customer Service Paradigm
sponsored by NICE & Converge One
WHITE PAPER: Read this white paper to learn how you can reap the full benefits of the customer journey, and create a feedback loop that continuously improves the customer experience you deliver.
Posted: 05 Aug 2019 | Published: 05 Aug 2019

NICE & Converge One

The Missing Metric in Your Customer Experience Measurement Program
sponsored by NICE & Converge One
WHITE PAPER: Customer Journey Solutions (CJS) delivers a Journey Excellence Score designed to measure customer experience (CX) quality from the perspective of the customer journey. Read this white paper to learn more about the Journey Excellence Score and how it can help you utilize omnichannel analytics to improve overall CX.
Posted: 02 Aug 2019 | Published: 02 Aug 2019

NICE & Converge One

Self-Service Health Check
sponsored by Coveo
RESOURCE: A large majority of customers will tell you that an intuitive self-service customer experience is the preferable way to go. Use this self-service health check to find out if your self-service experience is up to snuff with what the average consumer's expectations.
Posted: 02 Aug 2019 | Published: 02 Aug 2019

Coveo

Why Machine Learning Matters for Search
sponsored by Attivio
WHITE PAPER: In this white paper, dive into why machine learning matters for search and how it improves enterprise search.
Posted: 01 Aug 2019 | Published: 01 Aug 2019

Attivio

Shifting Toward Enterprise-Grade AI
sponsored by IBM
ANALYST REPORT: In this executive report, learn about the top 5 business functions where AI is expected to drive value, how executives' views on AI have evolved in the past 2 years, and real-world examples of enterprise-grade AI initiatives
Posted: 01 Aug 2019 | Published: 01 Aug 2019

IBM

Considering The Impact of AI in Insurance
sponsored by IBM
WHITE PAPER: In this white paper by IBM Power Systems, discover the impact that Artificial Intelligence will have on the insurance industry.
Posted: 01 Aug 2019 | Published: 01 Aug 2019

IBM

Ready to Scale AI -Don't Suffer from Core Starvation
sponsored by IBM
WHITE PAPER: In this white paper, discover how IDC defines AI and if organizations should deploy on-premise, in the cloud, or a hybrid cloud model.
Posted: 01 Aug 2019 | Published: 01 May 2019

IBM

X Series Solution Overview
sponsored by 8x8, Inc.
WHITE PAPER: In this white paper, the 8x8 X Series consolidated contact center solution addresses the problem with an unprecedented level of integration, which can be deployed rapidly and reliability across entire organizations.
Posted: 31 Jul 2019 | Published: 31 Jul 2019

8x8, Inc.

The Future of Support Interactions
sponsored by LogMeIn, Inc.
RESEARCH CONTENT: Download this research report to explore the 3 themes that could impact the experience technology firms deliver to customers with implications across corporate culture including people, process and technology of technical support.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

LogMeIn, Inc.

Genesys PureCloud Platform
sponsored by Genesys
PRODUCT OVERVIEW: Read this white paper to learn how to stay connected with your customers and empower your teams—all while maintaining an improved understanding of your business via real-time customer-centric dashboards.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

Genesys

Revolutionizing Constituent Services: From Document Creation To Output
sponsored by Hyland
CASE STUDY: Read this case study to learn how—with Content Composer—the Department of Labor and Industry was able to streamline critical customer-focused processes, ultimately improving CX for area residents.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

Hyland

Human Capital Management Buyer's Guide
sponsored by Kronos
EBOOK: In this human capital management buyer's guide, discover how to choose the right solution at the right cost from the right vendor who will stand at your side rom purchase through deployment and beyond.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

Kronos
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