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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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Guide to Better CX: AI, Chatbots, and More
sponsored by ServiceNow
EGUIDE: What's the key to a successful CX? Is it personalization, AI, chatbots—a combination of all the above— or something more? Inside, discover the key to creating a successful customer experience. Learn how chatbots are influencing the state of customer support, and explore how other emerging technology trends can improve your CX success rate.
Posted: 16 Jul 2019 | Published: 16 Jul 2019

ServiceNow

Recipe Book for Better Customer Support: Chatbots, Natural Language Processing, & More.
sponsored by ServiceNow
EGUIDE: In this e-guide, discover the differences between chatbots, virtual assistants and conversational agents. Learn how chatbots and virtual assistants can help drive business value, and explore how chatbots and other forms of intelligent customer support software can help drive enterprise-wide transformation and innovation.
Posted: 16 Jul 2019 | Published: 16 Jul 2019

ServiceNow

12 Ways to Make Your E-Commerce Customers Love You
sponsored by New Relic
RESOURCE: Stop sending your customers to your competitors! In this helpful blog post, discover 12 ways to make your e-commerce customers fall in love with your business, and unlock expert tips for building ongoing customer loyalty.
Posted: 15 Jul 2019 | Published: 09 Feb 2018

New Relic

The 3 Dimensions of Monitoring Digital Customer Experience
sponsored by New Relic
RESOURCE: How can a digital customer experience help your organization? And more importantly, what does digital customer experience even mean? In this article, explore what constitutes a digital customer experience (DCX). Discover the quality of service dimensions for a successful DCX, and learn how a DCX can benefit your organization
Posted: 15 Jul 2019 | Published: 15 Jul 2019

New Relic

Customer Service Best Practices
sponsored by Genesys
EBOOK: How do you guarantee the success of your customer experience strategy? In this e-book, discover how to improve your existing customer experience strategy through the integration of customer service best practices from Genesys, and explore 5 ways to deal with customer challenges and burnout.
Posted: 12 Jul 2019 | Published: 12 Jul 2019

Genesys

7 Best Practices for Building Customer Loyalty
sponsored by Genesys
EBOOK: What's the best way to build and keep customer loyalty in the face of shifting customer expectations? View this e-book to unlock the key to steadfast customer loyalty, and discover 7 best practices for building and sustaining customer loyalty in the digital age.
Posted: 12 Jul 2019 | Published: 31 Dec 2018

Genesys

The Essential Migration Checklist for Identifying the Right Customer Experience Solution
sponsored by Genesys
RESOURCE: Start your customer experience migration journey today. View this essential migration checklist for identifying the right customer experience solution, and explore how this migration checklist can help jumpstart your customer experiences and business outcomes.
Posted: 12 Jul 2019 | Published: 12 Jul 2019

Genesys

Your Path, Your Way: 3 Options for Transforming Your Legacy Contact Center
sponsored by Genesys
EBOOK: In this e-book, discover how to transform your contact center with Genesys. Learn how to maximize your customer experience platform migration options while minimizing risk and disruption, and explore how the cloud can help improve your migration prospects.
Posted: 11 Jul 2019 | Published: 11 Jul 2019

Genesys

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019

Squelch

Survey Results: Customer Expectations and Experiences with Online Shopping
sponsored by LogMeIn, Inc.
RESEARCH CONTENT: Inside, explore survey findings about the current state of CX for online shopping and discover how intelligent customer engagement tools can provide businesses with the actionable insights needed to efficiently deliver richer and more personalized experiences in real time.
Posted: 17 Jun 2019 | Published: 17 Jun 2019

LogMeIn, Inc.

Measuring Customer Experience in the Banking Industry
sponsored by New Relic
RESOURCE: In this article, learn about the 3 key dimensions that compose an effective online banking customer experience. Discover how to measure customer experiences through the use of key performance indicators (KPIs), and get the tools you need to determine the success of your customer experience strategy.
Posted: 17 Jun 2019 | Published: 31 Dec 2018

New Relic

The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

Dynamic Case Management - A Key Capability in the Contact Center
sponsored by Appian
WHITE PAPER: Dynamic case management helps simplify complex interactions so customer service agents can provide resolutions faster—improving CX and customer retention. Read this white paper to learn how Appian Intelligent Contact Center with dynamic case management capabilities can help your call center exceed the KPIs that matter most.
Posted: 07 Jun 2019 | Published: 31 Dec 2018

Appian

It's Good to Talk Even in a High Tech World
sponsored by British Telecommunications PLC
WHITE PAPER: View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

British Telecommunications PLC

5 Signs It's Time to Change Your IT Service Desk
sponsored by Freshworks
BROCHURE: In this informative brochure, explore 5 signs of a failing IT service desk. Learn why modern organizations are retiring their legacy IT software, and review your software options with Freshservice.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

Freshworks

Prepare Your Service Desk for Digital Transformation
sponsored by Freshworks
RESEARCH CONTENT: View this research report to gain a better understanding of the role the service desk plays in digital business transformation. Discover the major motivations behind digital transformation projects, and explore how service desk professionals feel about digital business transformation.
Posted: 06 Jun 2019 | Published: 31 Dec 2018

Freshworks

To Achieve a Consumer-Grade Employee Experience, HR Must Follow CRM
sponsored by ServiceNow
ANALYST REPORT: HR leaders strive to satisfy the increasingly elevated expectations of a technically savvy workforce to create a positive perception of the HR organization and, by proxy, the employer. Download this report to find out how to provide a consumer-grade employee experience with 8 building blocks.
Posted: 03 Jun 2019 | Published: 03 Jun 2019

ServiceNow

Customized & Configured: The Secrets Behind How Leading Companies Achieve Consistent Growth
sponsored by Wrike
EBOOK: Download this e-book to learn how some of today's leading companies have invested in customizable and configurable tools and adopted flexible processes to scale without limits.
Posted: 31 May 2019 | Published: 31 May 2019

Wrike

Appian for Financial Services: Intelligent Contact Center
sponsored by Appian
WHITE PAPER: Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.
Posted: 31 May 2019 | Published: 31 May 2019

Appian

The Future of the Contact Center
sponsored by Avaya
RESEARCH CONTENT: In this Gartner research report, discover what to expect from the future contact center. Learn how AI can help revolutionize your engagement and interactions, and explore the technological changes paving the way for the contact center of the future, including cloud technology, chatbots, and more.
Posted: 24 May 2019 | Published: 25 Apr 2019

Avaya

Engagement Fundamentals for Improved Patient Care Outcomes
sponsored by ServiceNow
WHITE PAPER: Healthcare providers are not immune to the customer experience revolution that has swept across many industries in the wake of technological advances. Download this white paper to uncover the 5 core areas of focus in delivering a positive patient experience and learn how ServiceNow can help strengthen patient engagement for improved care outcomes.
Posted: 23 May 2019 | Published: 23 May 2019

ServiceNow

The Customer Experience Role in Best-Run Midsize Companies: Embedding Intelligence to Drive CX
sponsored by SAP
RESEARCH CONTENT: In this research report, discover how an improved CX can help midmarket companies transform into intelligent enterprises. Explore why the best-run midmarket companies prioritize customer experiences, and explore how CX can drive your organization's digital transformation.
Posted: 20 May 2019 | Published: 20 May 2019

SAP

Empower the Digital Workplace with Enterprise Chatbots
sponsored by BMC
WHITE PAPER: In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.
Posted: 17 May 2019 | Published: 17 May 2019

BMC

Content Center Best Practices for True 360 Degree Customer View
sponsored by Appian
WHITE PAPER: How do you balance all our modern technologies with human representatives for that elusive 360-degree customer view in order to remain competitive in the growing contact center industry? Watch this webinar to find out.
Posted: 07 May 2019 | Published: 31 Dec 2018

Appian

Case Studies of HR & IT Partnering to Transform the Employee Service Experience
sponsored by ServiceNow
WHITE PAPER: Download this white paper to learn about the transformative mindset that requires HR and IT to partner closely to deliver experiences that enhance the digital, human, and physical employee journey.
Posted: 03 May 2019 | Published: 03 May 2019

ServiceNow
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