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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 Commerce
sponsored by [24]7.ai
EBOOK: [24]7.ai defines Conversational Commerce as a tool that aims to replicate and automate a deep level of communication between company and customer found in traditional, face-to-face interactions. Get the basics about the “customer experience of the future” in this 35-page introductory guide.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020–21
sponsored by [24]7.ai
ANALYST REPORT: In this report, Ovum names the 9 market leaders—as well as 2 market challengers—that are making the most out of AI with their virtual assistants. Explore the key findings here.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020
sponsored by [24]7.ai
WHITE PAPER: In this exclusive Forrester Research report, Forrester evaluates the top 13 providers in the digital-first customer service market, which has seen tremendous growth this year. Download the report to learn about the 3 key takeaways to keep in mind for a successful customer service approach—and see if your vendor makes the list.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

The Aragon Research Globe for Intelligent Contact Centers, 2020
sponsored by Avaya
WHITE PAPER: The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Avaya

Pearson Refurbishes Their Customer Service and Boosts Email Support with Freshdesk
sponsored by Freshworks
CASE STUDY: Publishing company, Pearson Netherlands, had predominantly been using email to respond to customer queries. But as they grew, they realized they needed to implement a new support solution, like Freshdesk by Freshworks. Learn about their experience using Freshdesk in this case study.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Freshworks

Freshdesk Helped Bridgestone Set Up an Intuitive Helpdesk
sponsored by Freshworks
CASE STUDY: Jump into this case study to learn how Bridgestone, the world’s largest tire production and distribution company, adopted a customer service helpdesk tool to integrate disparate lines of communication, ease the role of service agents, and increase productivity.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Freshworks

The Era of Messaging
sponsored by [24]7.ai
WHITE PAPER: Read this white paper to learn why messaging is so vital to the customer experience today, and how your organization can move forward with a successful messaging platform and strategy.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

[24]7.ai

Solve your call center’s seasonal capacity problem
sponsored by Genesys
EBOOK: Download this eBook to explore tips and strategies you can implement to solve your call centers seasonal capacity problem.
Posted: 15 Sep 2020 | Published: 15 Sep 2020

Genesys

Adaptive Customer Excellence
sponsored by DXC
RESOURCE: Fortunately, there's now a way to transform Customer Experience by transforming your contact centre in line with your overall digital strategy.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

DXC

Adaptive Customer Excellence
sponsored by DXC
EBOOK: Fortunately, there's now a way to transform Customer Experience by transforming your contact centre in line with your overall digital strategy.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

DXC

Post COVID-19, e-commerce is here to stay
sponsored by TechTarget
RESOURCE: Experts are unsure exactly what the effects of COVID-19 will be on businesses, but one thing is clear: E-commerce is here to stay. Explore stats on e-commerce growth post-COVID-19 in our guide, which you can download after a brief survey.
Posted: 10 Sep 2020 | Published: 01 Nov 2020

TechTarget

Consumer Pivot to Digital – During and After COVID-19
sponsored by Fractal
WEBCAST: Watch this video for tips on creating an omnichannel experience that can help you support customers during and after COVID-19.
Posted: 01 Sep 2020 | Premiered: Aug 20, 2020

Fractal

Service operations: How to organize resilient operations for unforeseen circumstances
sponsored by ServiceNow
EBOOK: If you can deliver consistently high service levels during unpredictable times, your customers will notice and thank you for it. Download this eBook for 6 best practices you can use to boost resilience and stay afloat in times of disruption.
Posted: 27 Aug 2020 | Published: 27 Aug 2020

ServiceNow

Delivering a unified customer experience
sponsored by Fractal
RESOURCE: What does it mean to deliver a unified customer experience? It means combining data, AI, and analytics to offer proactive, memorable service—something that’s easier said than done. Learn how you can get started creating a unified customer experience, and the benefits that offers in this blog post.
Posted: 19 Aug 2020 | Published: 19 Aug 2020

Fractal

Orchestrating enterprise wide recovery from COVID-19
sponsored by Fractal
WHITE PAPER: With stay-at-home orders and remote work, the era of streaming content is at an all-time high. Learn about the 3 enterprise-wide strategies that can help drive a consistent customer experience as the market continues to rise and fall here.
Posted: 03 Aug 2020 | Published: 03 Aug 2020

Fractal

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

What is VoIP?
sponsored by Verizon
RESOURCE: Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

The CX Balancing Act: Personalization Meets Respect for Customer Privacy.
sponsored by Verizon
RESOURCE: Access this resource to see what it takes for customer to share their data and discover the top 3 CX experiences a company should deliver in exchange for personal information.
Posted: 28 Jul 2020 | Published: 08 Apr 2020

Verizon

Intrado Guide: Creating Customer Personas
sponsored by Intrado
WHITE PAPER: While you may be familiar with customer segments, many are less familiar with customer personas. While a segment will list simple demographic information, personas are more in-depth pictures of clients: what their desires, needs, emotions and more are. Read on to learn how to cultivate and use customer personas.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Intrado

Winning the CX war: Crafting the perfect experience
sponsored by Verizon
WHITE PAPER: Access this research report to see how you can harness and analyze customer data to provide top-notch customer service.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Verizon

Consumers in the Americas: Seeking speed and trust
sponsored by Verizon
WHITE PAPER: Consumers across the Americas have prioritized speed and efficiency since the first drive-through was invented. So how do you improve the consumer experience for these customers? Check out this Verizon white paper to learn how your customer experience strategy can be improved and acted upon in the Americas.
Posted: 22 Jul 2020 | Published: 19 Jun 2019

Verizon

Avon calling: what happens when lockdown eliminates your business model?
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.
Posted: 18 Jul 2020 | Published: 21 Jul 2020

ComputerWeekly.com

From SalesforceIQ to Freshsales: How CovalentCareers increased revenue by 100%
sponsored by Freshworks
CASE STUDY: Access this case study to learn 4 Freshsales features that eye care start up CovalentCareers is using to their advantage.
Posted: 30 Jun 2020 | Published: 30 Jun 2020

Freshworks

An introduction to SAP Business One
sponsored by Sapphire
WHITE PAPER: Check out this white paper to learn the key capabilities of the SAP Business One ERP solution and discover how working with Sapphire Systems will help your business move forward faster.
Posted: 29 Jun 2020 | Published: 29 Jun 2020

Sapphire

What Are Successful CX Leaders Doing Differently?
sponsored by Verizon
WHITE PAPER: Customer experience has become the distinguishing factor for many businesses today, with some consumers valuing their experience even over product quality. But how can you continue to provide the best customer experience possible? Check out this white paper to discover how leaders in the field are using technology to offer exceptional experiences.
Posted: 25 Jun 2020 | Published: 16 Jan 2019

Verizon
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