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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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How CXone Empowers Contact Center Agents
sponsored by NICE inContact
VIDEO: View this brief video to learn how NICE CXone can help your contact center reduce training time, improve agent retention, and streamline true omnichannel interaction.
Posted: 15 Aug 2019 | Premiered: 15 Aug 2019

NICE inContact

'Alexa, How Are My SLAs?' Omega World Travel Uses Innovation and CXone to Deliver Outstanding Service
sponsored by NICE inContact
CASE STUDY: View this case study to learn how Omega World Travel, one of the largest travel management companies in the United States, overcame the problems of their third-party hosted cloud solutions and struggling CX with NICE CXone.
Posted: 14 Aug 2019 | Published: 14 Aug 2019

NICE inContact

Seven Steps Closer to Intelligent Customer Engagement
sponsored by Informatica
WHITE PAPER: Personalizing the customer experience (CX) is the most important goal of leading data-driven marketers—but, there is an obstacle commonly found when approaching a new personalization initiative. Read this e-book to learn the root cause of CX chaos that is preventing proper customer data use, and how to overcome it.
Posted: 14 Aug 2019 | Published: 14 Aug 2019

Informatica

Transforming the Customer Journey
sponsored by MASERGY
RESEARCH CONTENT: With this white paper, explore key strategies for building and fostering a successful customer journey. Gain a better understanding of the technologies impacting today's customer experience, and learn how to transform your customer journey into a successful feature of your organization.
Posted: 13 Aug 2019 | Published: 13 Aug 2019

MASERGY

7 Ways to Set Up Your Chatbot for Success
sponsored by Ascendum Solutions LLC
WHITE PAPER: How successful is your chatbot? View this white paper to explore the 3 primary causes of chatbot failure. Unlock 7 ways to improve your chatbot's success rate, and gain a critical understanding of chatbot design and implementation.
Posted: 05 Aug 2019 | Published: 05 Aug 2019

Ascendum Solutions LLC

How Analytics is Adapting to a Changing Customer Service Paradigm
sponsored by NICE & Converge One
WHITE PAPER: Read this white paper to learn how you can reap the full benefits of the customer journey, and create a feedback loop that continuously improves the customer experience you deliver.
Posted: 05 Aug 2019 | Published: 05 Aug 2019

NICE & Converge One

The Missing Metric in Your Customer Experience Measurement Program
sponsored by NICE & Converge One
WHITE PAPER: Customer Journey Solutions (CJS) delivers a Journey Excellence Score designed to measure customer experience (CX) quality from the perspective of the customer journey. Read this white paper to learn more about the Journey Excellence Score and how it can help you utilize omnichannel analytics to improve overall CX.
Posted: 02 Aug 2019 | Published: 02 Aug 2019

NICE & Converge One

Self-Service Health Check
sponsored by Coveo
RESOURCE: A large majority of customers will tell you that an intuitive self-service customer experience is the preferable way to go. Use this self-service health check to find out if your self-service experience is up to snuff with what the average consumer's expectations.
Posted: 02 Aug 2019 | Published: 02 Aug 2019

Coveo

Why Machine Learning Matters for Search
sponsored by Attivio
WHITE PAPER: In this white paper, dive into why machine learning matters for search and how it improves enterprise search.
Posted: 01 Aug 2019 | Published: 01 Aug 2019

Attivio

Shifting Toward Enterprise-Grade AI
sponsored by IBM
ANALYST REPORT: In this executive report, learn about the top 5 business functions where AI is expected to drive value, how executives' views on AI have evolved in the past 2 years, and real-world examples of enterprise-grade AI initiatives
Posted: 01 Aug 2019 | Published: 01 Aug 2019

IBM

Considering The Impact of AI in Insurance
sponsored by IBM
WHITE PAPER: In this white paper by IBM Power Systems, discover the impact that Artificial Intelligence will have on the insurance industry.
Posted: 01 Aug 2019 | Published: 01 Aug 2019

IBM

Ready to Scale AI -Don't Suffer from Core Starvation
sponsored by IBM
WHITE PAPER: In this white paper, discover how IDC defines AI and if organizations should deploy on-premise, in the cloud, or a hybrid cloud model.
Posted: 01 Aug 2019 | Published: 01 May 2019

IBM

X Series Solution Overview
sponsored by 8x8, Inc.
WHITE PAPER: In this white paper, the 8x8 X Series consolidated contact center solution addresses the problem with an unprecedented level of integration, which can be deployed rapidly and reliability across entire organizations.
Posted: 31 Jul 2019 | Published: 31 Jul 2019

8x8, Inc.

The Future of Support Interactions
sponsored by LogMeIn, Inc.
RESEARCH CONTENT: Download this research report to explore the 3 themes that could impact the experience technology firms deliver to customers with implications across corporate culture including people, process and technology of technical support.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

LogMeIn, Inc.

Revolutionizing Constituent Services: From Document Creation To Output
sponsored by Hyland
CASE STUDY: Read this case study to learn how—with Content Composer—the Department of Labor and Industry was able to streamline critical customer-focused processes, ultimately improving CX for area residents.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

Hyland

Human Capital Management Buyer's Guide
sponsored by Kronos
EBOOK: In this human capital management buyer's guide, discover how to choose the right solution at the right cost from the right vendor who will stand at your side rom purchase through deployment and beyond.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

Kronos

Business Value of ServiceNow Customer Service Management
sponsored by ServiceNow
ANALYST REPORT: In this Total Economic Impact study by Forrester, discover the framework for evaluating the potential financial impact of investing in ServiceNow Customer Service Management.
Posted: 30 Jul 2019 | Published: 01 Apr 2019

ServiceNow

Trusting Business with Data
sponsored by Oracle Corporation
WEBCAST: In this episode of the Tomorrow Talks series, IDC and Oracle discuss how data security and practices are no longer the remit of CIOs and CISOs alone. Tune in to learn more!
Posted: 29 Jul 2019 | Premiered: Jul 29, 2019

Oracle Corporation

Customer Service Messaging: Dos and Don'ts
sponsored by eGain Communications Corp.
WHITE PAPER: Facebook Messenger has 1.3 billion users right now, proving that consumers like to interact via digital messaging—this applies in customer service as well. Read this white paper 10 best practices for success for successful customer service messaging initiatives.
Posted: 29 Jul 2019 | Published: 29 Jul 2019

eGain Communications Corp.

Transform Customer Service with Next-Gen Knowledge
sponsored by eGain Communications Corp.
WHITE PAPER: In this white paper, discover key attributes to look for in your KM system (and the solution provider) to maximize your odds of success.
Posted: 26 Jul 2019 | Published: 26 Jul 2019

eGain Communications Corp.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
sponsored by eGain Communications Corp.
WHITE PAPER: In this white paper, discover the 6 killer applications and associated use-cases for AI that have already enabled blue-chip companies to transform customer service and engagement.
Posted: 26 Jul 2019 | Published: 26 Jul 2019

eGain Communications Corp.

11 Reasons Why Customer Service Chatbots Fail
sponsored by eGain Communications Corp.
WHITE PAPER: Virtual assistants can bring massive efficiency improvements to customer service—but, as Forrester has stated, 54% of online US consumers have negative perspectives on chatbots. Read this white paper for 11 reasons why customer service chatbot initiatives fail, so you can reap the efficiency benefits without losing customers.
Posted: 24 Jul 2019 | Published: 28 Feb 2019

eGain Communications Corp.

Customer Experience Management Enhances Branding and Success
sponsored by SearchCRM
EZINE: Positive customer experiences play a critical role in the success of your business, and investing in a CX management platform can keep these experiences feeling top tier—read this buyer's handbook for 7 features of CX management tools that you should consider before making the final decision.
Posted: 22 Jul 2019 | Published: 22 Jul 2019

SearchCRM

Advanced self-service platforms open new customer frontiers
sponsored by SearchCRM
EBOOK: Customer service and self-service platforms and chatbots can improve the customer experience, but they can also frustrate users. Read this e-book to learn what works, what doesn't and what needs improvement.
Posted: 22 Jul 2019 | Published: 22 Jul 2019

SearchCRM

Chatbots: Improve Your CX Strategy
sponsored by ServiceNow
EGUIDE: Chatbots are a great option for handling frequent, easy-to-answer questions, but how effective are they in a CX strategy? Inside, explore the benefits of chatbot technology. Learn how chatbots can help improve your CX strategy, and discover how to determine the right point for chatbot-human handoff.
Posted: 17 Jul 2019 | Published: 15 Jul 2019

ServiceNow
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