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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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Conversational UX: The Why and How of Chat Strategy
sponsored by Avtex
WEBCAST: Watch this webinar to learn how a more conversational UX can create a seamless, 24/7-ready CX and free up your agents for more complex problems.
Posted: 27 Sep 2019 | Premiered: Sep 27, 2019

Avtex

CX Technology Could vs. Should
sponsored by Avtex
VIDEO: View this webinar to uncover what your organization should be doing with CX technology. Inside, you'll glean expert insight into today's current CX landscape. Review 4 considerations to take into account when contemplating a CX platform investment, and unlock tips for basing your platform decision.
Posted: 27 Sep 2019 | Premiered: 18 Oct 2018

Avtex

CX in Retail: Making Personalization Work While Protecting Customer Privacy
sponsored by DMI Inc
WHITE PAPER: Inside, discover how to make personalization work for your retail organization without compromising customer privacy. Uncover the digital technologies moving retailers closer to seamless digital experience, and review 4 ways to keep your customer secure throughout the personalization process.
Posted: 26 Sep 2019 | Published: 26 Sep 2019

DMI Inc

Improving Customer Experience Through Enhanced Employee Experience
sponsored by Avtex
WEBCAST: View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.
Posted: 26 Sep 2019 | Premiered: Apr 4, 2018

Avtex

Exploring the Potential of Bots and AI on the Modern Organization
sponsored by Avtex
WEBCAST: Conversational AI can offer some very obvious benefits to your contact center and overall CX, but modern bots have more to offer than just low-tier customer service queries. Watch this webinar to explore the potential impact AI-powered bots can have on your customer experience (CX) through several real-world use cases.
Posted: 26 Sep 2019 | Premiered: Sep 26, 2019

Avtex

Is Your Retail Environment Ready for Headless Commerce
sponsored by DMI Inc
WHITE PAPER: Read this white paper to find out how headless commerce can simplify and improve CX by decoupling the customer experience from background functions and redirections.
Posted: 25 Sep 2019 | Published: 25 Sep 2019

DMI Inc

Integrating CRM and Contact Center Technologies to Improve Customer Experience
sponsored by Avtex
WHITE PAPER: View this white paper to learn how your organization can improve contact center performance and customer satisfaction with a CRM integration. Review how a CRM integration can help provide superior customer service on first contact, and learn what to look for in a contact center and CRM integration software.
Posted: 25 Sep 2019 | Published: 31 Dec 2017

Avtex

Why Aren't Your Self-Service Options Landing?
sponsored by Coveo
EGUIDE: Is your organization suffering from poor self-service? Inside, discover the cost of poor customer self-service. Uncover 6 reasons why your self-service options aren't landing, and learn what your organization can do to get back on track.
Posted: 24 Sep 2019 | Published: 23 Sep 2019

Coveo

Exploring Journey Mapping and Its Role in Customer Experience
sponsored by Avtex
WHITE PAPER: Journey mapping is an exercise that can give organizations a comprehensive view of their customer’s experience—and, it’s the latest buzzword spouting from the mouths of CX professionals. Read this white paper to learn the role that journey mapping can play in the larger picture of CX, and how you can master it.
Posted: 24 Sep 2019 | Published: 24 Sep 2019

Avtex

InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: How can your organization improve agent efficiency and increase contact center productivity? View this white paper, and learn how Avtex InteractionSync can help your contact center boost efficiency and agent productivity, and decide if InteractionSync is right for your organization.
Posted: 19 Sep 2019 | Published: 31 Dec 2017

Avtex

Deliver a Greater Customer Experience with ServiceNow
sponsored by ServiceNow
RESOURCE: View these video to learn how your organization can improve its customer experiences with ServiceNow Customer Service Management.
Posted: 18 Sep 2019 | Published: 18 Sep 2019

ServiceNow

CX in Automotive 4 Reasons to Think Beyond the Screen
sponsored by DMI Inc
WHITE PAPER: Read this white paper to learn how to work around over-reliance on UI overload, and create a truly unique CX that differentiates by delivering what users don't know they want yet.
Posted: 18 Sep 2019 | Published: 18 Sep 2019

DMI Inc

6 Reasons Customer Experience Management is the New Enterprise Marketing
sponsored by Contentstack
RESOURCE: In this article, explore 6 reasons why customer experience management (CEM) should take precedence in your enterprise marketing strategy. Discover how a great CX adds value to your brand, and uncover how CEM makes powerful enterprise marketing affordable and attainable.
Posted: 18 Sep 2019 | Published: 12 Jun 2019

Contentstack

Allstate Transforms its Call Centers with Amelia
sponsored by IPSoft
CASE STUDY: Intending to remain competitive with digitally-native insurance startups, the company decided to optimize its customer service using IPsoft's Amelia. Read this case study to find out how this investment translated into a substantial increase in total productivity, with 75% of inquiries being solved by Amelia itself alone.
Posted: 18 Sep 2019 | Published: 18 Sep 2019

IPSoft

Increase Customer Satisfaction by Focusing on the Citizen Experience
sponsored by Avtex
WHITE PAPER: In this white paper, explore how governments and government agencies can improve their citizens' satisfaction by refining their citizen experience. Additionally, learn how to define a successful citizen experience, and uncover 3 steps to improving yours.
Posted: 16 Sep 2019 | Published: 31 Dec 2017

Avtex

How Conversational Banking is Transforming the Customer Experience
sponsored by IPSoft
CASE STUDY: Read this white paper to learn how IPsoft's intelligent virtual assistant, Amelia, partners with other applications to deliver a personalized customer experience that differentiates businesses in crowded markets.
Posted: 13 Sep 2019 | Published: 13 Sep 2019

IPSoft

Create a Great CX Strategy in 6 Steps
sponsored by 4Net
EGUIDE: How can your organization create a compelling customer experience (CX) strategy? Inside discover what constitutes a successful CX, and explore the 6 steps your organization should take to build a successful CX and confer a competitive advantage.
Posted: 12 Sep 2019 | Published: 10 Sep 2019

4Net

Content Modeling and Headless CMS: A Match Made for the Future of Content
sponsored by Contentstack
RESOURCE: What is content modeling and how can it help your online retail organization improve CX and drive sales? View this article to get all the information you need on content modeling, and learn how to create an effective content model for your organization.
Posted: 12 Sep 2019 | Published: 17 Jan 2019

Contentstack

What is a Virtual Agent?
sponsored by IPSoft
WHITE PAPER: When combined with artificial intelligence and machine learning, the possibilities become much broader for traditional virtual agents—read this white paper to find out more about modern intelligent virtual agents and their capabilities.
Posted: 12 Sep 2019 | Published: 12 Sep 2019

IPSoft

Training Amelia, Our Cognitive AI System
sponsored by IPSoft
WHITE PAPER: Read this white paper to learn how IPsoft trains its Amelia AI to provide a comprehensive and customer-friendly AI platform that can revolutionize the contact center.
Posted: 11 Sep 2019 | Published: 11 Sep 2019

IPSoft

How AppNeta Is Using Intent Data to Re-Envision Demand Gen and Successfully Fuel Pipeline
sponsored by TechTarget
EBOOK: In this e-book, discover how AppNeta surpassed their lead expectations by re-envisioning their existing demand generation strategy with TechTarget Priority Engine. Review Priority Engine product features and benefits, and decide if Priority Engine is right for your organization.
Posted: 11 Sep 2019 | Published: 11 Sep 2019

TechTarget

Transformative CX (TCX)
sponsored by IPSoft
WHITE PAPER: Businesses that intend to differentiate themselves from competitors in the era of digital transformation (DX) will want to back their customer experience (CX) with cognitive automation technologies. Read this white paper to discover why current markets are demanding that CX begin dramatically transforming to meet evolving consumer demands.
Posted: 10 Sep 2019 | Published: 10 Sep 2019

IPSoft

AI: What it is, and should you use it
sponsored by 4Net
EGUIDE: The hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.
Posted: 09 Sep 2019 | Published: 09 Sep 2019

4Net

DWS 2018 Video: Karine Brunet, Vodafone
sponsored by IPSoft
VIDEO: Watch this video to learn how Vodafone then increased the scope of Amelia's job description to the point that she was assisting 58% of contacts looking for help, most of which did not require human intervention.
Posted: 09 Sep 2019 | Premiered: 09 Sep 2019

IPSoft

How to Enhance Customer Support with Self-Service
sponsored by ServiceNow
ESSENTIAL GUIDE: Download this essential guide to explore tips for building a digital customer service strategy and uncover how self-service platforms can help improve customer experiences.
Posted: 09 Sep 2019 | Published: 09 Sep 2019

ServiceNow
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