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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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AI: What it is, and should you use it
sponsored by 4Net
EGUIDE: The hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.
Posted: 09 Sep 2019 | Published: 09 Sep 2019

4Net

DWS 2018 Video: Karine Brunet, Vodafone
sponsored by IPSoft
VIDEO: Watch this video to learn how Vodafone then increased the scope of Amelia's job description to the point that she was assisting 58% of contacts looking for help, most of which did not require human intervention.
Posted: 09 Sep 2019 | Premiered: 09 Sep 2019

IPSoft

How to Enhance Customer Support with Self-Service
sponsored by ServiceNow
ESSENTIAL GUIDE: Download this essential guide to explore tips for building a digital customer service strategy and uncover how self-service platforms can help improve customer experiences.
Posted: 09 Sep 2019 | Published: 09 Sep 2019

ServiceNow

Using Cognitive Tech To Connect Customers To Business Operations
sponsored by IPSoft
WHITE PAPER: Read this white paper to learn how a unified approach to customer experience (CX) can enable organizations to enhance their understanding of customer needs and future demands—allowing businesses to remain competitive as markets change and grow.
Posted: 09 Sep 2019 | Published: 09 Sep 2019

IPSoft

The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019
sponsored by IPSoft
WHITE PAPER: Read this Forrester New Wave for a head-to-head of top conversational AI vendors compared against 10 critical scoring criteria, and decide which vendor can best improve your customer experience.
Posted: 06 Sep 2019 | Published: 06 Sep 2019

IPSoft

How to Optimize CX Through Your Contact Center
sponsored by Verizon
WHITE PAPER: There are current technology offerings that can help cure common contact center issues and improve key metrics, all while driving better customer experiences—read this white paper to find out what they are and how they can work for you.
Posted: 03 Sep 2019 | Published: 03 Sep 2019

Verizon

How Flexible IT Platforms Can Transform the Customer Experience
sponsored by Verizon
WHITE PAPER: Read this white paper to learn how a flexible IT platform can help you deliver the CX that your customers demand, empower your employees, and demonstrate value to shareholders.
Posted: 03 Sep 2019 | Published: 03 Sep 2019

Verizon

CMOs: How to Leverage Data to Enhance Customer Experiences
sponsored by Verizon
WHITE PAPER: In this white paper, learn how CMOs can drive cutting-edge customer experiences by leveraging their existing business data, and review how leveraging your data effectively can help attract new prospects, increase conversion rates, and reduce customer churn.
Posted: 30 Aug 2019 | Published: 30 Aug 2019

Verizon

AI Now: Transforming Customer Experience Today
sponsored by Talkdesk
WEBCAST: There's no debate that AI will transform how businesses approach customer experience (CX) going forward—but, how will it impact the human workforce in contact centers? Watch this webinar to find out what impact AI contact agents will have on the customer journey, and how businesses can best prepare for these seemingly inevitable transformations.
Posted: 30 Aug 2019 | Premiered: Aug 30, 2019

Talkdesk

The Intelligent Contact Center
sponsored by Talkdesk
WHITE PAPER: Intelligent contact centers are changing customer care methods from being solely reactionary to being more holistic and data-driven. Read this white paper to learn how you too can transform your contact center with intelligent customer data integration—creating a brand that faces the test of time.
Posted: 29 Aug 2019 | Published: 29 Aug 2019

Talkdesk

AI in the Contact Center: Balancing Automation and the Human Touch
sponsored by Talkdesk
WEBCAST: Watch this webinar to learn how to leverage AI in the contact center to deliver the boost you need to provide a next-level CX, helping you to stand out among dense competition.
Posted: 29 Aug 2019 | Premiered: Aug 29, 2019

Talkdesk

CRM Special Report
sponsored by Avtex
WHITE PAPER: CRM has become the cornerstone of successful businesses around the globe, but what exactly do you know about CRM? In this special report, discover some common misconceptions about CRM. Review 4 pivotal questions that determine the success or failure of a CRM framework, and review how to measure the value of your CRM software..
Posted: 29 Aug 2019 | Published: 15 Nov 2017

Avtex

Ultimate Guide to Member Experience Success
sponsored by Avtex
WHITE PAPER: Desiring competitive differentiation within the crowded financial services sector, many current credit union leaders are realizing that personalized customer experience (CX) is an absolute necessity. Read this white paper for 4 steps toward delivering a stand-out, personalized CX for your customers—and where to find additional help, if you need it.
Posted: 29 Aug 2019 | Published: 29 Aug 2019

Avtex

How Digital Transformation Impacts the Modern Contact Center
sponsored by Talkdesk
WHITE PAPER: According to a recent Frost & Sullivan survey of IT decision-makers, almost 70% of respondents that said they achieved 51-100% revenue growth were early adopters of digital transformation. Find out more information here.
Posted: 28 Aug 2019 | Published: 28 Aug 2019

Talkdesk

Call Center Quality Assurance Guide
sponsored by CallMiner
WHITE PAPER: In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.
Posted: 28 Aug 2019 | Published: 28 Aug 2019

CallMiner

The Secret Recipe: Transforming Best-In-Class Contact Centers
sponsored by Talkdesk
WEBCAST: Improved customer retention, customer satisfaction, and agent productivity; these are just 3 ways that an intelligent contact center platform can bring remarkable value to your business. Watch this webinar to learn how you can transform your contact center for the better—with a little help.
Posted: 27 Aug 2019 | Premiered: Aug 27, 2019

Talkdesk

Making CX Your Business Differentiator in a Competitive Market
sponsored by Verizon
WHITE PAPER: View this white paper to learn about common CX challenges altering customer expectations around the globe. Review how instilling a customer-first business culture can jumpstart your CX strategy, and learn how to implement new technology and CX initiatives successfully, while delivering on business value and improving overall customer satisfaction.
Posted: 27 Aug 2019 | Published: 27 Aug 2019

Verizon

Talkdesk: Enterprise Cloud Contact Center for the Digital World
sponsored by Talkdesk
WHITE PAPER: In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.
Posted: 23 Aug 2019 | Published: 23 Aug 2019

Talkdesk

5 Signs It's Time to Partner with a Retail Technology Provider
sponsored by SFG
WHITE PAPER: In this white paper, explore 5 signs it's time to partner with a retail technology provider. Review how ecommerce businesses can benefit from retail technology partners, and discover if SFG is right for your organization.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

SFG

Revving Your Salesforce Community Engine: See How 5 Great Brands Are Leveraging Search to Drive More Engagement and Better Self-Service
sponsored by Coveo
WHITE PAPER: View this white paper to learn how 5 great brands are leveraging AI-powered search technology to drive more engagement and better service across their organization.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

4 Critical Business Challenges Faced by Support
sponsored by Coveo
RESOURCE: Customer expectations are changing faster than ever before. Do you know what to expect? View this infographic to explore the 4 critical business challenges facing modern support organizations and learn how AI-powered search can provide help.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

5 Ways to Deliver Great Customer Self Service
sponsored by Coveo
RESOURCE: View this infographic to explore 5 ways to deliver successful customer service experiences while positively impacting your bottom line.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model
sponsored by Coveo
WHITE PAPER: View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

AI for CX: Practical Investments, Proven Return
sponsored by NICE inContact
WHITE PAPER: Artificial Intelligence (AI) is possibly the greatest untapped resource for companies looking to transform customer and business outcomes. Read this white paper to discover 3 proven methods to improve customer experience with AI technologies.
Posted: 16 Aug 2019 | Published: 16 Aug 2019

NICE inContact

The Role Technology Plays in Patient Engagement
sponsored by ServiceNow
EGUIDE: Download this e-guide to learn about the role technology plays in patient engagement and explore the tools most often used by healthcare providers.
Posted: 29 Aug 2019 | Published: 29 Aug 2019

ServiceNow
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