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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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Collaborative selling with Slack
sponsored by Slack
WEBCAST: Join this webinar to hear from Kevin Egan, Slack’s VP of Sales, as he explores how Slack multiplies the power of Salesforce and enables your sales team to collaborate effectively inside and outside of your company to close more deals faster.
Posted: 07 Dec 2020 | Premiered: Dec 7, 2020

Slack

The Total Economic Impact™ Of Salesforce Case Management Solutions For Government
sponsored by Salesforce
ANALYST REPORT: Forrester’s research has shown that the need to improve customer service and customer experience (CX) has never been more important—especially for the public sector. To better understand the benefits and risks of CX investments, Forrester interviewed 6 government customers with years of experience using Salesforce case management solutions.
Posted: 02 Dec 2020 | Published: 02 Dec 2020

Salesforce

The New CX Mandate: Insights & predictions of 1500 customer service leaders
sponsored by Freshworks
WHITE PAPER: Check out these survey results from 1,500 customer service leaders throughout the duration of the pandemic, and learn what’s being done to manage customer expectations and speed problem resolution in the coming year.
Posted: 01 Dec 2020 | Published: 01 Dec 2020

Freshworks

Cloud Gateway increases local visibility to achieve global results
sponsored by ServiceNow
CASE STUDY: Download this case study to see how hybrid PaaS provider, Cloud Gateway, was able to create the dynamic service management model they needed with the help of ServiceNow.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

ServiceNow

Hyperscience x ONE Insurance
sponsored by Hyperscience Europe Ltd
CASE STUDY: Access this case study to learn how the Hyperscience Platform is empowering businesses to transform their operations and drive operational efficiency as well as human productivity by fully unlocking the power of their data.
Posted: 20 Nov 2020 | Published: 20 Nov 2020

Hyperscience Europe Ltd

The CX Reality Check
sponsored by [24]7.ai
RESEARCH CONTENT: There’s a significant gap between the support businesses think they’re delivering and the support customers are experiencing. Download this report for an in-depth look at the customer service gap, and recommendations for improving your strategy, according to experts from Dimensional Research.
Posted: 20 Nov 2020 | Published: 20 Nov 2020

[24]7.ai

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

How To Grow Your Local Business During Uncertain Times
sponsored by Podium
WEBCAST: This webcast from Podium discusses the simple things that businesses can do to continue growing through the pandemic and beyond. Access it here to learn how to optimize your web presence to drive more leads, stand out from your competition by building a strong online reputation, effectively communicate with customers, and more!
Posted: 19 Nov 2020 | Premiered: Nov 19, 2020

Podium

NWN Contact Center Offering
sponsored by NWN Corporation
VIDEO: Access this video to learn how your organization can leverage NWN’s Contact Center Solution to make intelligent and transformative decisions for your company.
Posted: 18 Nov 2020 | Premiered: 18 Nov 2020

NWN Corporation

Aws Personalize Brings The Power Of Amazon To Everyone
sponsored by SoftServe
WHITE PAPER: Learn about Amazon Personalize and how you can get started with it today in this white paper.
Posted: 17 Nov 2020 | Published: 17 Nov 2020

SoftServe

Perfecting The Art Of Conversation: How Businesses Are Managing Increased Call Volumes
sponsored by CloudCall Ltd
EBOOK: Recent research by CloudCall showed that nearly half of all customers prefer to use the phone to make an appointment or service call. Review other key findings from CloudCall’s research in their report, “Perfecting the Art of Conversation: How business are managing increased call volumes,
Posted: 11 Nov 2020 | Published: 11 Nov 2020

CloudCall Ltd

Bringing customers closer with technology
sponsored by ServiceNow
VIDEO: In this session, you will learn how Proximus had to find to balance between their complex landscape and a user-friendly solution in their drive to become the best in class Digital Service Provider.
Posted: 10 Nov 2020 | Premiered: 10 Nov 2020

ServiceNow

Creating Epic Digital Experiences for B2B Companies
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Your business customers deserve the same customer-centric digital experiences that are so common in the B2C world—whether that’s an easy-to-use ecommerce system or a progressive web app. In short, digital experience is critical for everyone involved in your business. Review the business benefits of improving your digital experience here.
Posted: 10 Nov 2020 | Published: 10 Nov 2020


How to balance upgrades with always-on service quality
sponsored by ServiceNow
VIDEO: With the speed of digital transformation and the consumerization of IT, traditional incumbents are being forced to adapt & innovate at an unpreceded pace. This session will look at how ServiceNow was critical to BT Global’s service and platform innovation and reflect on the journey, including the crucial lessons learnt along the way.
Posted: 06 Nov 2020 | Premiered: 06 Nov 2020

ServiceNow

What’s New in CSM
sponsored by ServiceNow
VIDEO: ServiceNow Customer Service Management enhances business agility with improved processes for agents and expanded service channels for customers. Learn more about these new capabilities plus more and see them in action with demos.
Posted: 03 Nov 2020 | Premiered: 03 Nov 2020

ServiceNow

The omnichannel customer service platform to win customers-for-life
sponsored by Freshworks
WHITE PAPER: Freshworks Support 360˚ is a modern customer service platform that helps you deliver seamless, cross-channel customer service. Learn about the solution and its capabilities in this white paper
Posted: 30 Oct 2020 | Published: 30 Oct 2020

Freshworks

Forrester Study: The Total Economic Impact™ of Freshdesk
sponsored by Freshworks
ANALYST REPORT: In this exclusive Forrester Consulting report, Forrester examined the potential ROI of Freshdesk. Freshdesk, the popular customer service platform, was found to have a massive 462% 3-year ROI, with a fast time to value—just less than 3 months. Get the details in the full Forrester report, available for download here.
Posted: 27 Oct 2020 | Published: 27 Oct 2020

Freshworks

Marketing Nation Success Series - Panasonic Europe
sponsored by Adobe
VIDEO: In this 2-minute video, explore how Panasonic Europe uses Marketo. Panasonic Europe went from delivering 80 campaigns a year to delivering 375 campaigns a year thanks to the right customer engagement tools from Marketo. Learn about their journey here.
Posted: 27 Oct 2020 | Premiered: 29 Jun 2015

Adobe

Gartner Peer Insights 'Voice of the Customer': CRM Lead Management
sponsored by Adobe
ANALYST REPORT: With all the CRM solutions on the market, it can be difficult to know which is best for you. Gartner aims to make that decision easier with their Peer Insights 'Voice of the Customer' report, which summarizes CRM product reviews from IT decision makers. Download a copy to see what customers ranked as the top choices.
Posted: 23 Oct 2020 | Published: 23 Oct 2020

Adobe

Making the cross-channel commitment.
sponsored by Adobe
WHITE PAPER: The decision to take a customer-centric approach involves organization-wide planning, with every induvial understanding the role they play in supporting the customer experience. To help you out, Adobe's guide examines 6 ways to tell if you're ready for a cross-channel commitment.
Posted: 22 Oct 2020 | Published: 22 Oct 2020

Adobe

The Pathway To Contact Center Modernization
sponsored by DXC
EBOOK: This whitepaper provides best practices for achieving contact center modernization using a step-by-step approach. Data points referred to in this paper provide an Asia Pacific-centered perspective, based on findings from the global Ecosystm CX Study.
Posted: 13 Oct 2020 | Published: 13 Oct 2020

DXC

Empathy in Customer Service
sponsored by Genesys
EBOOK: Recently, MyCustomer and Genesys commissioned Smart Survey to gather customers’ opinions on how well they think companies are responding to the need for empathy in interactions. Download this eBook to explore their results.
Posted: 13 Oct 2020 | Published: 13 Oct 2020

Genesys

Evolving your customer journeys to the next normal
sponsored by ServiceNow
EBOOK: Download this eBook to discover how to reinvent your customer journey for a new era of service expectations.
Posted: 29 Sep 2020 | Published: 29 Sep 2020

ServiceNow

How AI enabled this Fortune 500 company to improve its customer care interactions and operational performance up to 20%
sponsored by Fractal
RESOURCE: Read this brief case study to see how using Fractal's AI-powered tool, dCrypt, helped one Fortune 500 retailer improve their overall customer care operations framework, and customer experience—while improving operational performance by 20%.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

Fractal

Not All Chatbots are Created Equal: The Intelligence Question
sponsored by [24]7.ai
EBOOK: Download this eBook for an in-depth look at the different types of chatbots available and their features.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

[24]7.ai
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