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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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2020 Talkdesk Contact Center Kpi Benchmarking Report
sponsored by Talkdesk
WHITE PAPER: Contact centers have changed considerably since last year—or even last month. In this comprehensive guide to contact centers, explore the role and value of Key Performance Indicators (KPIs), as well as 10 steps you’ll need to define your contact center KPIs. Save the guide here.
Posted: 26 Feb 2021 | Published: 26 Feb 2021

Talkdesk

The Links Connecting to Loyalty
sponsored by Alchemer
WEBCAST: One of the strongest assets a business can have is a loyal customer base—a base that doesn’t just renew business but believes in your brand and advocates for it. Watch this webinar to learn the multifaceted approaches that can build customer loyalty, ways you can measure this faith, and how this can improve the employee experience too.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

How The Endless Aisle Can Lead To Happier Customers
sponsored by Hughes Network Systems
WHITE PAPER: Customer demand today operates on one principle: Convenience is king. With customer expectations at an all-time high due to super stores and same-day delivery, many retailers are turning to “Buy Online, Pick-up In-Store”, or BOPIS, to keep customers happy. Learn how your team can leverage BOPIS to meet elevated customer expectations in this guide.
Posted: 18 Feb 2021 | Published: 18 Feb 2021

Hughes Network Systems

Empathetic Customer Experience - Changing the Thinking
sponsored by Alchemer
WEBCAST: Check out this webcast from Alchemer to hear VP of Customer Experience at IDC and CEO at Alchemer discuss how to build an empathetic relationship between customers and brands, the importance of technology in strengthening customer experience and driving business outcomes, and more.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

Loyalty & Retention. Not Synonyms.
sponsored by Alchemer
WEBCAST: Customer loyalty and retention are not the same—but they are inextricably linked. Loyalty is about the emotional relationship with a customer, while retention focuses on quantifying those relationships. Learn more about the differences between customer loyalty and retention, and get tips on mastering these initiatives, in this webinar.
Posted: 17 Feb 2021 | Premiered: Feb 17, 2021

Alchemer

Improve the Contact Center Customer Experience with Digital Technologies
sponsored by ServiceNow
WHITE PAPER: While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

4 Key Drivers of Change in Customer Experience
sponsored by ServiceNow
WHITE PAPER: Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

How to Build a World-Class Customer Journey
sponsored by Liongard
EBOOK: In an era full of digital transformation, offering a premium customer experience can lead to MSP business success. In this eBook, 16 IT service executives share their own best practices for building a world-class customer journey. Download now to see their advice that you can implement in your organization.
Posted: 25 Jan 2021 | Published: 25 Jan 2021

Liongard

The Real-World Guide to Managing Remote Teams with CXone
sponsored by NICE CXone
WEBCAST: In this interactive workshop, learn how you can better manage your remote contact center agents with NICE inContact’s CXone. You’ll also be provided with a workbook you can use as a real-life reference once you’re back in the office. Watch now to get started.
Posted: 15 Jan 2021 | Premiered: Jan 15, 2021

NICE CXone

Customer Success Story: MoneyGram
sponsored by NICE CXone
CASE STUDY: Watch this video to see how NICE inContact has provided MoneyGram with seamless, user-friendly technology, that they can rely on.
Posted: 15 Jan 2021 | Published: 15 Jan 2021

NICE CXone

Valvoline™ Drives Away With An Outstanding Roi Using Nice Incontact Cxone
sponsored by NICE CXone
CASE STUDY: Automotive supplier, Valvoline, recognized that their customer experience, especially for those who called into their local service centers, was inconsistent. So, working with NICE inContact and their CXone solutions, the company incorporated self-service options to help customers get answers to common questions. Learn more in this case study.
Posted: 14 Jan 2021 | Published: 14 Jan 2021

NICE CXone

A Framework for Building Customer Loyalty
sponsored by Axway
EBOOK: One in three customers will leave a brand they love after just one bad experience. That’s why it’s so important to be as helpful, accurate and responsive as you can possibly be. In this interactive eBook, explore a framework for building customer loyalty that can help you win new customers and keep them coming back.
Posted: 14 Jan 2021 | Published: 14 Jan 2021

Axway

The mood music on the floor hascompletely changed, people are happier,and we now measure the service in terms of compliments
sponsored by Enate UK
CASE STUDY: Utmost Group, which delivers middle-office operations for core life insurance business, sought to embrace automation to improve the delivery of customer services. In this case study, see how Utmost Group deployed Enate’s Service Orchestration to do just that.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Enate UK

Forrester TEI - The Total Economic Impact of ServiceNow Field Service Management
sponsored by ServiceNow
ANALYST REPORT: Forrester recently conducted a study to determine the potential ROI and key benefits enterprises may realize by deploying ServiceNow’s Field Service Management solution. Examine their findings in this report.
Posted: 05 Jan 2021 | Published: 05 Jan 2021

ServiceNow

A Computer Weekly buyer's guide to next-generation retail technology
sponsored by ComputerWeekly.com
EGUIDE: Customers' shopping habits were changing long before the coronavirus pandemic accelerated the e-commerce boom. In this 18-page buyer's guide, Computer Weekly looks at the tech innovations retailers are using to adapt and better serve customers.
Posted: 04 Jan 2021 | Published: 04 Jan 2021

ComputerWeekly.com

Partner Experience Trends
sponsored by CompTIA
WHITE PAPER: In this resource from CompTIA, you will learn about the partner experience. Discover its definition, partner experience elements and program trends, the partner journey and impact of new types of partners and metrics.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

CompTIA

LONG HOLD TIMES ARE KILLING YOUR CUSTOMER EXPERIENCE
sponsored by RingCentral
WHITE PAPER: If one thing is clear, it’s that customers absolutely hate being left on hold. Addressing this issue requires investment in strategies like proactive customer engagement, the development of digital channels for customer service, and chatbot incorporation. Read this white paper to learn more about boosting the call center customer experience.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

Restructuring your contact centre technology for the customer experience era
sponsored by RingCentral
WHITE PAPER: Read this whitepaper from RingCentral to learn the 4 key steps to restructuring your contact center technology to leverage artificial intelligence and the cloud and the 9 benefits of doing so.
Posted: 17 Dec 2020 | Published: 17 Dec 2020

RingCentral

HOW TO LAUNCH A CALL DEFLECTION STRATEGY
sponsored by RingCentral
EBOOK: Access this white paper for essential tips and 3 key questions to shape your call deflection strategy on.
Posted: 16 Dec 2020 | Published: 16 Dec 2020

RingCentral

Manage field service efficiently and safely during challenging times
sponsored by ServiceNow
EBOOK: Providing excellent field service is critical to improving customer satisfaction. It’s driving many organizations to move away from manual tools and embrace digitization for these processes. Learn about the benefits of modernizing your field service management strategy, as well as the 6 best practices for a successful transformation in this eBook.
Posted: 15 Dec 2020 | Published: 15 Dec 2020

ServiceNow

Creating quality customer relationships
sponsored by OpenText
CASE STUDY: FWD is the insurance business arm of the private investment group, Pacific Century Group. As with many insurance companies, FWD struggled with customer communication. Read this case study to see how OpenText has helped FWD strengthen customer relationships, improve efficiency and more.
Posted: 10 Dec 2020 | Published: 10 Dec 2020

OpenText

Design communications for superior digital experience
sponsored by OpenText
WHITE PAPER: Whether traditional or digital, communications are the primary customer touchpoint for most organizations. Explore 5 best practices to take customer communications to the next level, and deliver a top-notch CX, in this white paper.
Posted: 09 Dec 2020 | Published: 09 Dec 2020

OpenText

Stephens & George Re-Aligns Its DR Strategy With Arcserve To Safeguard Customer Satisfaction
sponsored by arcserve
CASE STUDY: Checkout this case study to learn the results of implementing Arcserve to fortify your backup and DR like reduced backup time, optimized disaster recovery, and protection for critical operations.
Posted: 08 Dec 2020 | Published: 08 Dec 2020

arcserve

Customer Engagement: How To Expand Capacity For Whatever Comes Next
sponsored by ServiceNow
EBOOK: What can be done to prepare customer service to handle whatever tomorrow may bring? Explore the 6 best practices of customer service leaders in this eBook.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

ServiceNow

NWN EMP Overview Webinar
sponsored by NWN Corporation
WEBCAST: The NWN Experience Management Platform (EMP) delivers a unified view into your environment – from core to cloud – offering advanced analytics, reporting, customer success center, and proactive alerting. Learn more about the solution in this webinar.
Posted: 19 Nov 2020 | Premiered: Nov 19, 2020

NWN Corporation
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