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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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Content Center Best Practices for True 360 Degree Customer View
sponsored by Appian
WHITE PAPER: How do you balance all our modern technologies with human representatives for that elusive 360-degree customer view in order to remain competitive in the growing contact center industry? Watch this webinar to find out.
Posted: 07 May 2019 | Published: 31 Dec 2018

Appian

Case Studies of HR & IT Partnering to Transform the Employee Service Experience
sponsored by ServiceNow
WHITE PAPER: Download this white paper to learn about the transformative mindset that requires HR and IT to partner closely to deliver experiences that enhance the digital, human, and physical employee journey.
Posted: 03 May 2019 | Published: 03 May 2019

ServiceNow

Becoming a Best-Run Midsize Company: How Growing Companies Benefit from Intelligent Capabilities
sponsored by SAP
WHITE PAPER: As companies continue to adapt to the digital economy, they are looking for more efficient ways to drive revenue, empower employees, and respond to customer needs. In this research report, explore key findings from IDC's survey which aimed to identify key factors associated with business success and becoming a digitally engaged organization.
Posted: 02 May 2019 | Published: 31 Jan 2019

SAP

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

Contact Center Success with Appian
sponsored by Appian
VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.
Posted: 02 May 2019 | Premiered: 17 Jan 2019

Appian

A History of Content Management Systems and the Rise of the Headless CMS
sponsored by Contentstack
RESOURCE: There will always be disruptive technologies that will change the CMS playing field. There is no doubt that AI and machine learning are going to play a huge role in the future of content management. To understand the future of content management, this blog looks at how CMS first came on the scene and why there are different types.
Posted: 01 May 2019 | Published: 18 Dec 2018

Contentstack

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

5 Best Practices for Building a Digital Student Community Experience
sponsored by Coveo
EBOOK: Download this e-book to learn why driving student success requires the digital student community experience to be unified, personalized and relevant, and uncover 5 strategic actions to help you get ahead.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Coveo

Heinen's Enables Market Expansion With Cloud-Based HR Solution
sponsored by Hyland
CASE STUDY: Heinen's, a small butcher shop had a goal of expanding into the Chicago area. However, the company realized its HR processes wouldn't keep up. It was clear the processes need to change. In this case study, learn why Heinen's chose to implement a cloud-hosted OnBase platform to simplify associate information management.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Hyland

Is Customer Experience (CX) More Important Than Product?
sponsored by Squelch
RESOURCE: The key to a successful CX culture is developing a sense of connection. At its most basic level, this connection must exist between customer support and success agents and the company itself, as agent satisfaction is critical to the overall success of a business. In this resource, learn how to create a winning CX by providing a seamless experience.
Posted: 30 Apr 2019 | Published: 08 Mar 2019

Squelch

Top 4 SaaS Performance Metrics Tying Customer Success to Bottom-Line Revenue
sponsored by Squelch
RESOURCE: Customer success professionals provide an essential benefit to customers, but can also have a significant impact on the overall health of a business's bottom line, particularly for a SaaS business. Download this resource to learn more about the top 4 SaaS performance metrics that tie customer success to bottom-line revenue.
Posted: 29 Apr 2019 | Published: 26 Oct 2018

Squelch

The Basics of Customer Case Management
sponsored by Squelch
RESOURCE: What is customer case management and how can it help your business? In this blog, learn about the basics of customer case management, review key features, top service providers, and the clear benefits for your organization.
Posted: 29 Apr 2019 | Published: 08 Feb 2019

Squelch

How to Improve Customer Service Agent Satisfaction to Enhance CX and Your Bottom Line
sponsored by Squelch
RESOURCE: In this article, learn how improving your customer service agents' satisfaction can enhance CX and drive your business' bottom line. Discover how CX and customer service satisfaction are linked, and uncover how to get the most out of your support team.
Posted: 26 Apr 2019 | Published: 23 Nov 2018

Squelch

A Guide to the Most Common CRM Use Cases
sponsored by Greenhouse
WHITE PAPER: View this e-book to learn about the common questions you should consider before investing in a CRM strategy, and find out how to leverage your CRM effectively with a series of expert tips from Greenhouse CRM.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Greenhouse

Oracle Value Realization: Service Cloud Benchmark Paper
sponsored by Oracle Corporation
RESEARCH CONTENT: Modern, superior customer service organizations are built around the empowered customer. They are designed to help companies focus on supporting customers with ease and focusing the service strategy on the areas of greatest impact. In this report, discover critical success factors for a successful Oracle Service Cloud transformation.
Posted: 23 Apr 2019 | Published: 31 Jan 2019

Oracle Corporation

Tips to Choose the Right CX Cloud
sponsored by Oracle Corporation
EBOOK: In this ebook, explore how cutting-edge customer experience (CX) cloud platforms have drastically altered customer expectations with features such as personalization and data analytics, and explore your software options with a CX Cloud platform from Oracle.
Posted: 22 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

The Future of E-Commerce
sponsored by Instart
RESOURCE: Download this infographic to learn more about the state of e-commerce, and prepare for a successful future with predictions and insights about digital experience automation tools.
Posted: 17 Apr 2019 | Published: 17 Apr 2019

Instart

Build Your Digital Transformation Strategy on a next Generation Technology Foundation
sponsored by Dropbox
WEBCAST: According to a Forrester Digital Process Automation Survey, nearly two-thirds of correspondents are transforming their whole business strategy rather than just operational efficiency. Watch this webinar to learn how to think big picture with your digital transformation - your customers will thank you.
Posted: 17 Apr 2019 | Premiered: Dec 31, 2018

Dropbox

3 Big Predictions You Should Know for eCommerce in 2019
sponsored by Instart
RESOURCE: Download this blog post to learn more about what you need to know to continue delivering amazing web experiences while keeping your customers safe.
Posted: 17 Apr 2019 | Published: 17 Apr 2019

Instart

Digital Asset Management for CX
sponsored by Bynder
RESEARCH CONTENT: Explore how 13 of the top digital asset management providers, including Adobe, Bynder and OpenText, measure up to successfully deliver a differentiated experience to customers.
Posted: 16 Apr 2019 | Published: 16 Apr 2019

Bynder

State of Branding Report: Key Insights into the Thoughts, Challenges and Priorities of the Modern Brand Marketer
sponsored by Bynder
RESEARCH CONTENT: In this report, discover the thoughts and working habits of the modern marketer. Explore 5 key findings, and dive deeper into the results of this report to unveil invaluable insights into current and future states of branding.
Posted: 15 Apr 2019 | Published: 15 Apr 2019

Bynder

Optimizing the Agent Journey to Perfect the Customer Journey
sponsored by Avaya
WHITE PAPER: With this white paper, discover how updated quality management and workforce management tools can help contact centers create a first-class customer experience, and learn how to create a more empowered, engaged workforce through the use of omnichannel workforce management tools.
Posted: 08 Apr 2019 | Published: 31 Dec 2018

Avaya

Using Interaction Analytics to Digitize & Optimize Contact Center Performance
sponsored by CallMiner
WHITE PAPER: In this white paper, learn about interaction analytics and explore how interaction analytics can help give contact center agents and managers the tools they need to perform at their best.
Posted: 04 Apr 2019 | Published: 31 Dec 2018

CallMiner

How AI Improves the Customer Experience
sponsored by CallMiner
WHITE PAPER: Customer experience has emerged as a critical driver in competitive differentiation and revenue growth. As a result, the tools needed to manage customer interactions are changing. In this white paper, explore how AI is revolutionizing the customer experience, and decide if AI is right for your organization's customer service strategy.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

10 Speech Analytics Needs to Know for CX Pros
sponsored by CallMiner
WHITE PAPER: With this white paper, learn about the opportunities speech analytics can offer your organization. Explore the benefits of speech analytics in the contact center, and uncover 10 'need to know' facts about speech analytics perfect for the CX and marketing professional.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner
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