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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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IT Managers' Guide to Cloud - Based Contact Center Infrastructure
sponsored by Serenova
WHITE PAPER: Inside, learn about the similarities and differences between on-premise and cloud contact center implementations, security concerns with migrating to a cloud-based infrastructure, and internal resources requirements. Uncover how companies can leverage the digital transformation era to deliver a frictionless experience and more.
Posted: 22 Oct 2018 | Published: 29 Sep 2017

Serenova

Services Packages for Customer Service Management (CSM)
sponsored by ServiceNow
WHITE PAPER: Inside, learn about customer service management services, and how they can address challenges through an effortless customer experience while proactively resolving issues.
Posted: 19 Oct 2018 | Published: 19 Oct 2018

ServiceNow

Survey Report: Putting Customer Service First
sponsored by ServiceNow
RESEARCH CONTENT: In this report, uncover 3 characteristics that separate the companies with the very best customer service from those that struggle, top challenges facing customer service managers, and strategies for delivering excellent service. Continue reading to explore more survey findings and key takeaway.
Posted: 17 Oct 2018 | Published: 15 Oct 2018

ServiceNow

Taking Back In-House Control with ITSM and CSM
sponsored by ServiceNow
WHITE PAPER: After careful consideration, the UK's largest water supplier – responsible for over 900 million liters of water every day – decided it was time for their IT service management strategy to swim against the current. Read into this case study to learn how this company tapped into cutting edge ITSM and CSM to keep their business afloat.
Posted: 17 Oct 2018 | Published: 20 Aug 2018

ServiceNow

Customer Service Management 2018
sponsored by ServiceNow
WHITE PAPER: Customers become frustrated when client service representatives can't efficiently diagnose and resolve issues. Traditional CRM systems do not go beyond customer engagement. Read this white paper for more information on how financial service companies can improve their customer service.
Posted: 17 Oct 2018 | Published: 17 Oct 2018

ServiceNow

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

2018 Customer Service Trends
sponsored by ServiceNow
ANALYST REPORT: We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels. Access this Forrester report for the top 10 customer service trends, including key takeaways about using AI to focus on building connections with customers.
Posted: 12 Oct 2018 | Published: 24 Jan 2018

ServiceNow

Make your CX smarter
sponsored by Oracle Cloud
EBOOK: Inside, Jay Baer takes you through the process of revitalizing your organization's existing structures, covering data strategy, personalization and managing customer expectations.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Oracle Cloud

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

Averting the Fear Factor: How to Impress Customers with Data-Led Personalization
sponsored by Data Republic
EBOOK: This e-book explains how you can use data to personalize marketing practices without making customers nervous or agitated about their individual privacy. It also outlines the vital role that businesses play in building trust. Continue reading to learn more.
Posted: 01 Oct 2018 | Published: 01 Oct 2018

Data Republic

How Collecting Better Data About Your Customers Can Transform Your Business
sponsored by MASERGY
WHITE PAPER: In this white paper, find out how your organization can gain invaluable insights into customer behavior at a realistic price point, and how big data and the cloud can help engage customers during contact center interactions.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

Customer Experience Analytics Report: Key Challenges, Results, & Potential ROI
sponsored by NICE Systems, Inc
ANALYST REPORT: Uncover key challenges, results, and potential ROI of deploying a customer journey analytics platform, according to this Forrester Total Economic Impact report.
Posted: 10 Oct 2018 | Published: 10 Oct 2018

NICE Systems, Inc

Your Roadmap to Intelligent Assisted Support
sponsored by Coveo
WHITE PAPER: This e-book highlights the foundation to delivering more effortless and efficient support experiences that leverage your company's collective knowledge. You can explore a practical guide for customer support, knowledge management and customer experience leaders to create a roadmap toward intelligence assisted support.
Posted: 09 Oct 2018 | Published: 09 Oct 2018

Coveo

Guide to Mastering Intelligent Customer Service
sponsored by Coveo
WHITE PAPER: To make your staff more proficient, and to provide the effortless experiences your customers expect, your customer service workflow must be easy, relevant and smart. This e-book will serve as your guide to getting there.
Posted: 05 Oct 2018 | Published: 05 Oct 2018

Coveo

Owning the Amazon Search Results Page: How to Get Your Products to Rank Well
sponsored by ChannelAdvisor
WHITE PAPER: In this e-book, explore a breakdown of the essential components you need to address to get your products ready to compete for page one search results. Find out how you can use marketplace management platforms to unlock your full selling potential on any e-commerce marketplace and connect with more customers.
Posted: 04 Oct 2018 | Published: 04 Oct 2018

ChannelAdvisor

Revving Your Salesforce Community Engine
sponsored by Coveo
RESOURCE: Inside, you'll uncover 8 best practices for getting started with AI-powered search on your Salesforce Community and how to implement them. Find out how 5 great brands are leveraging search to drive more engagement and better self-service.
Posted: 04 Oct 2018 | Published: 04 Oct 2018

Coveo

How to Switch from Oracle to the World's First Engagement Database
sponsored by Couchbase
VIDEO: Companies going through this digital transformation must build more engaging applications, leading to challenges around customer experience, innovation and time to market, and infrastructure and operational costs. View this webinar to find out why many leading companies are making the switch from relational database management systems to NoSQL.
Posted: 03 Oct 2018 | Premiered: 26 Sep 2018

Couchbase

The Evolving E-Commerce Consumer Journey
sponsored by ChannelAdvisor
RESOURCE: In this resource, find out how a cloud-based e-commerce platform can enable retailers and branded manufacturers to integrate, manage and optimize their merchandise sales across hundreds of online channels to transform the consumer journey.
Posted: 03 Oct 2018 | Published: 03 Oct 2018

ChannelAdvisor

Seth Godin Keynote: Customer Service in the Age of AI
sponsored by IBM
VIDEO: In this webcast, Seth Godin discusses the importance of delivering excellent customer service and highlights how firms can embrace AI as they transform their call centers.
Posted: 14 Sep 2018 | Premiered: 14 Sep 2018

IBM
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