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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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Are You Leveraging Your Customer Behavior Data to Maximize Results?
sponsored by Outlier
RESOURCE: Access this infographic to view recent trends in customer behavioral data analysis in organizations like yours and to discover how to generate actionable insights of your own.
Posted: 23 Apr 2020 | Published: 23 Apr 2020

Outlier

Customer Behavior Data: Opportunities, Challenges & the Reality
sponsored by Outlier
WHITE PAPER: How can your business take advantage of customer behavioral data? Read this e-book to find out. Inside, you’ll find guidance on how to gleam business-critical results from customer behavior data, 3 use cases, and how to overcome any challenges in your path.
Posted: 22 Apr 2020 | Published: 22 Apr 2020

Outlier

Call Center Resilience: A Citrix Case Study
sponsored by Citrix
CASE STUDY: Download this case study to learn how Citrix was able to execute on their business continuity plan with minimal impact to their business or customers—while ensuring the safety of employees and maintaining KPI's.
Posted: 15 Apr 2020 | Published: 15 Apr 2020

Citrix

Checklist: Managing Work-from Home Contact Center Agents
sponsored by NICE inContact
WHITE PAPER: Download NICE inContact’s Remote Agent Checklist to help you prepare in the event your organization is forced to work from home.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

NICE inContact

Aberdeen Report: The return on managing customer convenience in modern service programs
sponsored by ServiceNow
RESEARCH CONTENT: Download this Aberdeen report to explore why customer convenience is increasingly important in modern service programs, and get expert recommendations on how to minimize customer effort.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

ServiceNow

Using Marketing Analytics to Demonstrate & Share Your Team’s Value
sponsored by Adobe
WHITE PAPER: Download this cheat sheet to learn how marketing analytics—a game-changing capability of marketing automation solutions—can help your marketing team demonstrate value and drive results.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

Adobe

Why Now’s the Time to Make Your Move to Marketo Engage
sponsored by Adobe
WHITE PAPER: It’s time to invest in a solution that doesn’t just enable your team to complete tasks but also empowers them to drive impressive results—like Marketo Engage. Download this guide to learn how Marketo Engage can help you, personalize content across every channel, align your marketing and sales teams, and more.
Posted: 10 Apr 2020 | Published: 10 Apr 2020

Adobe

Build A Collaboration Strategy That Benefits Every Part of Your Organization
sponsored by Vonage
EGUIDE: Download this expert guide for advice on how support a collaborative culture in your organization, and 5 tips for choosing a call center customer experience platform.
Posted: 27 Mar 2020 | Published: 27 Mar 2020

Vonage

Digital Communications in Financial Services
sponsored by Vonage
WHITE PAPER: Leading financial companies know that a good customer experience is crucial to keeping customers happy and loyal, and that the best customer experiences don’t end when the customers walk out your doors. Read on to see how digital communications and modern apps are being used to grow the customer experience to new heights.
Posted: 25 Mar 2020 | Published: 25 Mar 2019

Vonage

How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020

CallMiner

Reimagining Customer Experience
sponsored by Vonage
WHITE PAPER: Research has shown that 86% of consumers are willing to pay more for a great experience, while 89% will leave due to a poor experience. And by the end of 2020, customer experience will overtake price and product to become the key brand differentiator. Find out the Vonage journey.
Posted: 23 Mar 2020 | Published: 23 Mar 2020

Vonage

Do Your Mobile Workers Have What It Takes to Keep Customers Coming Back?
sponsored by Skedulo
RESOURCE: Your mobile workers are on the front lines of customer service – quite literally. Dive into this blog post to learn how to cater your mobile employees’ work strategies – and the tools they use – towards providing a seamless customer experience.
Posted: 20 Mar 2020 | Published: 26 Mar 2018

Skedulo

How Mobile Workforce Management Affects Customers
sponsored by Skedulo
RESOURCE: Jump inside this blog post to learn how increasing your mobile workforce management capabilities can swing around and help increase your organization’s customer experience quality – a metric worth its weight in gold in today’s user-first world.
Posted: 19 Mar 2020 | Published: 19 Jul 2019

Skedulo

The CX Pro’s Guide to Speech Analytics
sponsored by CallMiner
WHITE PAPER: Speech analytics solutions have traditionally been used by the contact center, but that may be changing as more organizations adopt them elsewhere. Download this “CX Pro’s Guide to Speech Analytics” to explore all the need-to-know details and learn how you can use them to enhance and improve CX.
Posted: 19 Mar 2020 | Published: 19 Mar 2020

CallMiner

2020 Digital Trends in Asia Pacific
sponsored by Adobe
EBOOK: To encourage CX prioritization, it is crucial to learn about 2020 developments that will inform their marketing strategy. Read this e-book to discover 3 key developments for APAC marketers that, along with technology investments do just that.
Posted: 06 Mar 2020 | Published: 06 Mar 2020

Adobe

The Importance of DEM in the Financial Services Industry
sponsored by Catchpoint Systems Inc.
WHITE PAPER: Today’s tech-savvy customers expect an on-demand digital experience that’s equally savvy, posing a unique challenge in industries known for strict regulations. Jump into this eBook to learn how integrating a digital experience monitoring platform can give financial services organizations proactive insight into their customer-facing services.
Posted: 02 Mar 2020 | Published: 02 Mar 2020

Catchpoint Systems Inc.

The Ultimate Guide to As-A-Service: Customer Onboarding & Retention
sponsored by ConnectWise
EBOOK: Read this e-book to gain a 30-45-day playbook for onboarding new customers, tips for expanding your service portfolio, and guidance on evaluating your customer base and introducing existing customers to new services.
Posted: 27 Feb 2020 | Published: 31 Dec 2019

ConnectWise

The State of Agent Experience and Engagement in Today’s Contact Centers
sponsored by NICE inContact
RESEARCH CONTENT: Improving employee engagement can have multiple ripple effects across an organization— especially in the contact center, where agent experience directly correlates to customer satisfaction. Download this research report to explore key findings on how contact centers can drive satisfaction, engagement, and motivation.
Posted: 25 Feb 2020 | Published: 25 Feb 2020

NICE inContact

Top 3 'Gotchas' in a Salesforce Contract
sponsored by ClearEdge
WHITE PAPER: Be sure to look closely at the terms in a Salesforce contract. Available exclusively to TechTarget members, this premium download from ClearEdge analyzes the following top 3 Salesforce contract terms to understand and how to fix them: renewal caps, swap rights and restricted use licenses.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Negotiating with Salesforce
sponsored by ClearEdge
WHITE PAPER: Don't negotiate your next Salesforce deal without the correct plan. This download, exclusive to TechTarget members, will provide an overview of the ClearEdge Leverage Management Maturity Model, and drill down into the 4 areas specific to deal execution and how to apply them within your Salesforce negotiation.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Right Sizing Your Spend with Salesforce
sponsored by ClearEdge
WHITE PAPER: Sizing your Salesforce deal incorrectly can cost you in the long run. Download now to learn best practices in planning for license additions and reductions with Salesforce. Key components addressed include: lost leverage from under-purchase, why customers over-purchase, how to forecast accurately, and pros and cons of 4 deal structures.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

A Manufacturer’s Guide to Growing Profitably
sponsored by Epicor
WHITE PAPER: Most manufacturers expect to grow their business in the next 12 months and with the right IT in place, they can ensure this change is successful. Study this ebook to learn 5 key growth factors that contributed to business growth last year and 5 risks that may hinder growth in the coming year.
Posted: 05 Feb 2020 | Published: 05 Feb 2020

Epicor

How IT Leaders Can Position Customer Experience Initiatives for Success
sponsored by Comcast Business
RESEARCH CONTENT: 76% of the respondents surveyed by IDG and Comcast said they are feeling pressure from multiple sources in the organization to deliver digital CX. Learn why transforming CX is a top digital priority for many organizations, and why IDG says IT will play a key role in this blog post.
Posted: 04 Feb 2020 | Published: 04 Feb 2020

Comcast Business

Legacy Infrastructure & Disjointed Strategic Vision Are Barriers to Next Gen Customer Experiences
sponsored by Comcast Business
ANALYST REPORT: Despite the ubiquity of technology throughout the customer journey, customers still want human-like interactions with brands. In order to provide this, organizations should focus on providing empathy at scale. In this IDC study, explore the challenges of building out empathy at scale and how you can overcome 3 common barriers.
Posted: 31 Jan 2020 | Published: 09 Jan 2020

Comcast Business

Artificial intelligence: Friend or Foe of Customer Service?
sponsored by Genesys
WHITE PAPER: Download this CustomerThink paper to learn about the use of AI in customer service and explore guidance from analysts and industry leaders in the market.
Posted: 30 Jan 2020 | Published: 30 Jan 2020

Genesys
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