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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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Secrets to Providing Excellent Customer Service
sponsored by ServiceNow
RESOURCE: Learn more about the secret to providing excellent customer service. This infographic highlights 3 strategies for modernizing customer service, as well as survey findings about top customer service goals, challenges and barriers.
Posted: 06 Nov 2018 | Published: 06 Nov 2018

ServiceNow

The Essential Checklist for Modernizing Customer Service
sponsored by ServiceNow
RESOURCE: ServiceNow commissioned Integram Online Services to survey 200 senior managers in customer service roles at U.S. firms to understand what is preventing companies from modernizing their customer service. Read this resource to learn more about how your organization can modernize its customer service.
Posted: 05 Nov 2018 | Published: 26 Sep 2016

ServiceNow

IDC WP - Maturity Model for Proactive Customer Service
sponsored by ServiceNow
RESOURCE: As products become increasingly commoditized, organizations can set themselves apart from their competitors by providing a unique customer service experience. Read this resource to learn about the Maturity Model for proactive customer service and how your organization can use it to provide a quality customer experience.
Posted: 05 Nov 2018 | Published: 31 Dec 2017

ServiceNow

Customer Service 2020
sponsored by Zendesk
RESEARCH CONTENT: Organizations realize that customer experience management will be a major key to success in the future. Read this resource to learn about how technologies such as AI-powered bots and IoT will play a major role in customer experience management in the future.
Posted: 03 Nov 2018 | Published: 03 Nov 2018

Zendesk

Meeting the Fresh Demands of Omnichannel Customers
sponsored by Zendesk
RESEARCH CONTENT: Customers want fast and convenient service, as well as the ability to call, email, or DM for customer service help. Read this resource to learn how to adopt an omnichannel customer support strategy and provide excellent customer service.
Posted: 02 Nov 2018 | Published: 31 Dec 2016

Zendesk

Omnichannel Support Made Easy With Zendesk
sponsored by Zendesk
RESOURCE: For many businesses, keeping up with evolving customer expectations can be difficult. In research conducted by Loudhouse, customers are less patient and expect more from their customer service than they did 3 years ago. Read this resource to learn more about how to evolve with customer service expectations.
Posted: 01 Nov 2018 | Published: 01 Nov 2018

Zendesk

Better Customer Experiences With Omnichannel Engagement
sponsored by Zendesk
RESEARCH CONTENT: Customers have many different communication channels at their disposal for customer service. For example, customers may use social media, chatbots, live chat, email, phone, etc. for customer service help. Read this report to learn about how consumer's expectations have changed over the past 3 years and the necessity of omnichannel customer support.
Posted: 01 Nov 2018 | Published: 01 Nov 2018

Zendesk

How Companies Transform Their Customer Experience in the Age of the Customer
sponsored by Zendesk
CASE STUDY: Inside, find out how brands like Uber, Peloton, and Stanley Black & Decker were able to transform their customer experiences. Learn about the importance of tailoring CRM tools to create unique experiences that are honest and data-driven.
Posted: 31 Oct 2018 | Published: 31 Oct 2018

Zendesk

How Live Chat Helps Businesses And Consumers
sponsored by Zendesk
RESOURCE: Most customers now expect a live chat to be available to them when they come into contact with a brand's website. Read this resource to learn more about these 5 benefits and how you can implement live chat into your organization's customer support strategy.
Posted: 30 Oct 2018 | Published: 30 Oct 2018

Zendesk

Zendesk Customer Experience Guide
sponsored by Zendesk
RESOURCE: Companies used to model their customer service around a funnel and thought of their customer service processes as a very linear progression. However, today customer service is far more complicated and unpredictable. Read this resource for more information on how to provide the highest quality customer experience possible within your organization.
Posted: 29 Oct 2018 | Published: 29 Oct 2018

Zendesk

6 Tips for Building a Thriving Contact Center
sponsored by Zendesk
WHITE PAPER: This white paper highlights the key reasons you need a contact center to increase customer satisfaction, reduce costs, and grow your business community. Learn more about the 6 tips for building a thriving contact center.
Posted: 29 Oct 2018 | Published: 29 Oct 2018

Zendesk

The ROI Case for Omnichannel Support
sponsored by Zendesk
WHITE PAPER: Customer expectations have never been higher, and by taking an omnichannel approach to support, businesses are aiming to meet these expectations. Inside, discover key findings about omnichannel support, and how companies can focus on customer needs and preferences, regardless of which channel they use to contact support.
Posted: 26 Oct 2018 | Published: 26 Oct 2018

Zendesk

How Fast-Growing Digital Natives Can Innovate and Scale
sponsored by Zendesk
WHITE PAPER: This guide can help support teams that have already mastered the digital landscape (digital natives) understand the best next steps based on their unique profiles and to help them benchmark against their peers. You can also explore top recommendations for improving how digital natives engage with customers.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

Why Omnichannel Customer Support is No Fairytale
sponsored by Zendesk
WHITE PAPER: Omnichannel is how you can meet your customers where they are, wherever they are. In this white paper, explore 5 common misconceptions about omnichannel support, and find out why it's a must-have.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

Beyond CRM: Rethinking Customer Service in a Connected, Digital Age
sponsored by ServiceNow
RESEARCH CONTENT: In this report, explore how forward-thinking business leaders are redefining the fundamentals of customer service by investing in new strategies, processes, and technology that help drive case volumes down & increase customer loyalty.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

ServiceNow

11 Cloud Contact Center Providers That Matter & How They Stack Up
sponsored by Serenova
ANALYST REPORT: In this Forrester report, learn about 11 contact center providers and how they measure up and help customer service leaders select the right cloud contact center provider for their needs.
Posted: 25 Oct 2018 | Published: 25 Sep 2018

Serenova

How Established Companies Win With Digital Transformation
sponsored by Zendesk
RESOURCE: Digital transformation can be a daunting task for large companies that have a diverse customer base, specialized teams scattered across the globe, and pre-existing systems. Read this resource for more information about how your organization can use these 6 suggestions to deliver quality customer service during digital transformation.
Posted: 24 Oct 2018 | Published: 24 Oct 2018

Zendesk

A Maturity Model for Delivering Proactive Customer Service
sponsored by ServiceNow
ANALYST REPORT: In this IDC report, you can examine the shift in customer service requirements within a highly digitized and competitive environment and how holistic customer handling creates a superior customer service experience.
Posted: 23 Oct 2018 | Published: 31 Jan 2017

ServiceNow

The Inner Circle Guide to Omnichannel
sponsored by Serenova
ANALYST REPORT: In this report, uncover a detailed and definitive view of the reality of implementing and using customer contact center technologies, as well as a checklist of key elements to achieving your omnichannel strategy.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

KPI Guide for Omni - Channel Contact Centers
sponsored by Serenova
WHITE PAPER: In this white paper, explore the most useful KPIs for managing customer service, sales and collections contact centers, and the importance and complexity of measuring all aspects of the customer journey. Uncover a list of the type of data required by contact centers and how it can be used to help companies meet and exceed customers' needs.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

Using AI for Better Self-Service
sponsored by Zendesk
RESOURCE: Everyone expects personalized interactions from businesses now. But how can you apply this to your support desk to provide employees with self-service? Read this resource for 5 areas where AI can be used to enhance your business' self-service offerings.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Zendesk

IT Managers' Guide to Cloud - Based Contact Center Infrastructure
sponsored by Serenova
WHITE PAPER: Inside, learn about the similarities and differences between on-premise and cloud contact center implementations, security concerns with migrating to a cloud-based infrastructure, and internal resources requirements. Uncover how companies can leverage the digital transformation era to deliver a frictionless experience and more.
Posted: 22 Oct 2018 | Published: 29 Sep 2017

Serenova

Go Beyond the Contact Center with Mobile-First Customer Experiences
sponsored by Oracle
EBOOK: Customer experience is a core pillar of your digital transformation strategy. It is about delivering a truly personalized, contextual, and meaningful experience to customers across the entire engagement lifecycle. Uncover 10 considerations for redefining the engagement model and reinventing the customer experience.
Posted: 05 Nov 2018 | Published: 05 Nov 2018

Oracle

Your Communications System is Determining Your Future
sponsored by 8x8, Inc.
VIDEO: In this webinar, hear from tech visionary Geoffrey Moore and 8x8 CEO Vik Verma, as they discuss why you will never meet your customer experience goals unless you fix your employee experience capabilities. Find out how you can empower employees to innovate, respond and serve customers with actionable insights.
Posted: 02 Nov 2018 | Premiered: 29 Oct 2018

8x8, Inc.

Ten Imperatives to Build Digital Customer Engagement
sponsored by Oracle
RESOURCE: To keep up with unpredictable markets, 24% of organizations said enabling digital capabilities is their top priority. Inside, explore an outline of 10 imperatives for true digital customer engagement that can help you deliver transformative customer experience.
Posted: 02 Nov 2018 | Published: 02 Nov 2018

Oracle
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