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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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SERVICE MANAGEMENT: CHOOSING SOFTWARE TO MANAGE WHAT'S NEXT
sponsored by IFS
EBOOK: Service organizations are in a prime position to benefit from digital transformation. Explore this e-book to learn how your field service organization can deliver great customer experiences without sacrificing profitability – and why that's necessary now more than ever.
Posted: 24 Jan 2019 | Published: 31 Dec 2018

IFS

4 Transformative Best Practices for Future-Ready Customer Service Experiences
sponsored by ServiceNow
ANALYST REPORT: In this analyst report from Aberdeen, discover what the best-in-class customer service organizations are doing to stay ahead. Download now to learn more about the top challenges impacting successful CX, and uncover the 4 transformational techniques to take your customer service to the next level.
Posted: 24 Jan 2019 | Published: 30 Nov 2018

ServiceNow

Proactively Responding to the Mobile Shift to Deliver a Better CX
sponsored by West IP Communications
ANALYST REPORT: Digital disruption is changing the market as we know it forever. Businesses can find solace in this, though, as the increasing use and reliance on mobile devices delivers us valuable insights into improving CX. Read this white paper to find out how.
Posted: 17 Dec 2018 | Published: 30 Nov 2018

West IP Communications

A Guide to the CX Improvement Landscape
sponsored by West IP Communications
RESEARCH CONTENT: There are many ways to approach CX restructuring. Read these white pages for informed statistics on the most common business practices regarding CX and highlighted areas for improvement and optimization.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

West IP Communications

The Omnichannel Approach to CX
sponsored by West IP Communications
RESEARCH CONTENT: 70% of consumers think the use of bots programmed to respond like agents is acceptable in customer service. Recommendations for digital integration and many more CX improvement tools can be found in these white pages.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

West IP Communications

Telekom Serbia Turns Contact Center into Profit Center with Avaya
sponsored by Avaya
CASE STUDY: Download this case study to learn how Telekom Serbia increased their customer satisfaction rate by almost 16%, while also improving support for mobile services.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

Lessons from the Front Lines: Making ABM Work for You
sponsored by TechTarget
PRESENTATION: This presentation draws on TechTarget's experience supporting 300+ ABM implementations to help marketers break down the complexities of Account-based marketing and simplify execution. Read on to understand best practices and lessons learned based on real life customer use cases.
Posted: 27 Nov 2018 | Published: 31 Mar 2017

TechTarget

Demo: NICE inContact CXone – Agent for Salesforce WFO
sponsored by NICE inContact
VIDEO: Watch this demo to learn how contact center agents can boost productivity and focus with easy access to WFO functionality from within Salesforce.
Posted: 21 Nov 2018 | Premiered: 15 Nov 2018

NICE inContact

What's the Difference between a Cloud Native and a Hosted Contact Center Solution?
sponsored by NICE inContact
VIDEO: View this webinar to discover key differences between a cloud native and hosted contact center, and explore why more and more companies are switching to a cloud-based contact center software.
Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

NICE inContact

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

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

From Insights to Engagement: Transform Your Customer Relationships with Data
sponsored by Marketo
RESOURCE: Inside, learn why marketers struggle to see a step-by-step path forward for meeting customers' expectations, and find out how and why you can use customer data to improve engagement.
Posted: 12 Sep 2018 | Published: 12 Sep 2018

Marketo

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

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

Fusion E-Commerce Case Study: Bluestem Brands, Inc.
sponsored by Lucidworks
VIDEO: How can you modernize your company's search capabilities? In this webinar, Jake Wagner talks about Bluestem Brands' transition from their legacy e-commerce search implementation to a more advanced solution.
Posted: 18 Jul 2018 | Premiered: 29 Sep 2017

Lucidworks

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

Managing Customer Data in the GDPR Era
sponsored by GearsDesign
EGUIDE: Download this expert guide to learn more about why enterprises need to train agents on how to properly process incoming customer requests to delete or reduce customer data, while maintaining GDPR compliance.
Posted: 17 Jan 2019 | Published: 17 Jan 2019

GearsDesign

Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Zendesk
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