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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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4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by NICE inContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

NICE inContact

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by NICE inContact
RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.
Posted: 14 Nov 2018 | Published: 17 Oct 2018

NICE inContact

Autodesk Inc. - Speeding Customer Response Times by 99% with IBM Watson
sponsored by IBM
CASE STUDY: In this case study, learn how Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, developed a virtual agent to interact with customers contributing to a 10-point increase in customer satisfaction levels.
Posted: 13 Nov 2018 | Published: 13 Nov 2018

IBM

How Established Companies Win With Digital Transformation
sponsored by Zendesk
: 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

Using AI for Better Self-Service
sponsored by Zendesk
: 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

Connected Field Service with Microsoft: Transforming the Customer Experience
sponsored by Microsoft
EBOOK: In this e-book, learn about connected field service tools and find out how manufacturers can transform their products and services, while improving customer satisfaction. Explore how 5 organizations are transforming their field service and deepening customer loyalty with end-to-end field connected field service tools.
Posted: 17 Oct 2018 | Published: 17 Oct 2018

Microsoft

Reimagining Retail in the Digital Age
sponsored by Microsoft
WHITE PAPER: Retailers are facing challenges coming from a myriad of directions. In this white paper, explore the opportunities derived by digital transformation, and how retailers can reimagine their businesses and survey and thrive in today's competitive environment.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

Microsoft

Artificial Intelligence & Intelligent Technologies
sponsored by ServiceNow
WHITE PAPER: According to ServiceNow, 89% of CIOs use or plan to use machine learning, and it's a key strategy for many in delivering personalized customer experiences. Read this white paper for more information on how to create more innovative customer service experiences within your organization.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

ServiceNow

CRM as a CX Enabler
sponsored by Avtex
WHITE PAPER: CX, at its core, is more effective when tailored to a customer's unique needs and preferences. In this white paper, learn how CRM impacts the success of CX programs in many ways. Continue reading to explore more strategies to maximize your CRM's support of CX initiatives.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

Avtex

Driving Radical Customer Service Innovation
sponsored by ServiceNow
EBOOK: Customer service has changed in recent years. Customers can voice their opinions easily over the internet, have more options, can leave vendors more easily and are demanding high-level customer service. Read this e-book to learn about how you can drive customer service innovation within your organization and keep your customers satisfied.
Posted: 15 Oct 2018 | Published: 15 Oct 2018

ServiceNow

Cisco's Digital Marketing Transformation
sponsored by Domo Technologies
CASE STUDY: In this case study, learn how Cisco conceptualizes its marketing technology landscape and how a business intelligence platform enables Cisco's drive to create best-in-class experiences.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Domo Technologies

Transforming Your Legacy Contact Center Into a Customer Experience Center
sponsored by Avtex
EBOOK: To attract and retain empowered customers of today, businesses must transform their legacy contact center into a modern experience center by embracing new processes and technologies. Find out how doing so can improve customer satisfaction rates, generate loyalty, decrease unnecessary costs and drive efficiencies for your organization.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

InteractionSyn: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

Uncover the True Value of Your Customer Support Organization
sponsored by Zendesk
RESOURCE: Inside, find out how your organization can build a high-quality, effective customer support center that helps you build relationships that are more meaningful, personal, and productive.
Posted: 05 Sep 2018 | Published: 05 Sep 2018

Zendesk

What Are Your Most Important Customer Service Objectives?
sponsored by Zendesk
RESOURCE: In this resource, uncover insight from experts in the customer service field about what goals customer service attempts to achieve, and how those goals contribute to the larger company mission.
Posted: 05 Sep 2018 | Published: 28 Mar 2018

Zendesk

State of the Connected Customer
sponsored by Salesforce
RESEARCH CONTENT: For businesses, there's more focus than ever on going beyond the expected product or service, to deliver a customer experience that truly differentiates. This report examines the evolution of these expectations, the technology that's driving them, and the balance of trust between customers and companies.
Posted: 05 Sep 2018 | Published: 05 Sep 2018

Salesforce

3 of the Best Knowledge Management Examples
sponsored by Zendesk
RESOURCE: Most customers want to be able to help themselves. You could have the best self-service information available, but it's not very useful if your customers (or your employees) can't find it. In this resource, learn about 3 knowledge management examples to make your customers' lives easier, and reduce overall support costs by 25%.
Posted: 04 Sep 2018 | Published: 18 Jul 2017

Zendesk

A Simple Way to Understand Machine Learning vs. Deep Learning for Customer Service
sponsored by Zendesk
RESOURCE: In this resource, learn about machine learning and deep learning, and how these concepts are dominating the conversations about AI for customer service. Find out how chatbots incorporate a deep learning model to provide customers with more personalized assistance.
Posted: 04 Sep 2018 | Published: 18 Jul 2017

Zendesk

The AI Revolution: Insights Into the Next Era of Customer Relationships
sponsored by Salesforce
RESEARCH CONTENT: This report highlights key findings around customers' heightened expectations for tailored, relevant experiences, and how businesses are using AI to meet them. Inside, you'll also uncover the 3 big decisions companies look to leverage AI to help them compete in the Age of the Customer.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

Salesforce

The 16 Customer Service Skills of Great Customer Service Agents
sponsored by Zendesk
RESOURCE: Customer service involves much more than having a conversation on the phone. Responding to tickets over email, live chat, and social media are equally important communication channels for customers. In this resource, uncover 16 customer service skills of great customer service agents and why agents need to be able to move easily between channels.
Posted: 31 Aug 2018 | Published: 31 Aug 2018

Zendesk

Customer Engagement – The Road to 2020
sponsored by West IP Communications
WHITE PAPER: This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.
Posted: 06 Jul 2018 | Published: 29 Jun 2018

West IP Communications

Delivering Exceptional Customer Experience With CCaaS
sponsored by West IP Communications
WHITE PAPER: Learn about the pros and cons of a cloud-based contact center as a service (CCaaS) platform that's designed to help streamline unified communications and enable customer service teams meet consumers on their channels of choice.
Posted: 27 Jun 2018 | Published: 27 Jun 2018

West IP Communications

New tech on the block: Planning for blockchain in the retail and consumer packaged goods industries
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This research from Deloitte identifies the areas with the biggest immediate opportunity for retail and consumer packaged goods (CPG) businesses looking to invest in blockchain technology.
Posted: 30 May 2018 | Published: 30 May 2018

ComputerWeekly.com

6 Customer Service Channels You Need to Support
sponsored by Freshworks
EGUIDE: Inside this e-guide, you'll uncover the importance of economic supply and demand and an overview of the pros and cons of 6 customer service channels to improve customer experience.
Posted: 12 Jun 2018 | Published: 06 Jun 2018

Freshworks

Customer Service Analytics to Enhance CX
sponsored by Freshworks
EGUIDE: Nothing instills customer loyalty as much as being treated like a person. There's an innate note of respect and authenticity that emerges in a process when customers need help and it is offered with a personal touch. Keep reading to learn more about the role of customer service analytics.
Posted: 12 Jun 2018 | Published: 07 Jun 2018

Freshworks
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