Customer Service White Papers

Customer Service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread.
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By: Pitney Bowes     Published Date: Jul 17, 2014

Watch this recorded webinar to learn why retailers need to give price-sensitive web consumers stellar customer service and value through guaranteed landed costs and accurate delivery times and tracking.

Tags : pitney bowes, ecommerce, retail, online business, shipping, tracking, tracking and shipping, customer service
    
By: Allscripts     Published Date: May 01, 2014

Meaningful Use Stage 2 increases many of the thresholds that were in Stage 1, but the main focus of Stage 2 is on exchanging structured information among providers and patients. With less than 7% of EHR vendors certified, are your systems and providers ready?

Tags : allscripts, ehr certification, portal challenges, cpoe adoption, direct messaging, technology upgrade, replacements, cloud reporting
    
By: LogMeIn     Published Date: Jan 29, 2014

Based on a primary research eort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.

Tags : logmein, live chat, support, support environments, customer support, customer service, customer engagement, remote support
    
By: LogMeIn     Published Date: Jan 29, 2014

Identify trends is multi-channel service and support with a focus on the increase in live chat and social media.

Tags : logmein, engagement, multi-channel, multi-channel service, customer support, live chat, social media, customer experience
    
By: LogMeIn     Published Date: Jan 29, 2014

This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers. The data was collected via an online survey from August to October 2012.

Tags : logmein, customer satisfaction, support services, service experience, hdi, technical support, customer interaction service, customer service
    
By: LogMeIn     Published Date: Jan 29, 2014

This guide details the factors that impact the purchasing decision of a remote support tool and provides a checklist for use as you work through your remote support solution selection process.

Tags : remote support, solution, complex, communication, sophistication, remote network management, customer interaction service, customer relationship management
    
By: LogMeIn     Published Date: Jul 18, 2014

A Nucleus Research case study on the experience on Rice Toyota using Rescue.

Tags : logmein rescue, roi case study, toyoate case study, customer support software, crm software, infrastructure, call center software, customer interaction service
    
By: LogMeIn     Published Date: Jul 18, 2014

A Case Study on Sling Media and its experience of LogMeIn Rescue

Tags : logmein, rescue, sling media, rescue case study, customer support, customer support reporting, call center management, call center software
    
By: Adobe     Published Date: May 22, 2014

An Adobe report into building sustainable, one-to-one customer dialogues across any channel.

Tags : adobe, single marketing view, one-to-one customer dialogues, cross-channel conversations, adobe campaign, call center management, call center software, customer interaction service
    
By: CenturyLink     Published Date: May 05, 2014

Download"Big Data Culture Clash" now, and learn how you can create a data-driven culture with an agile infrastructure at your core.

Tags : centurylink, data, big data, customer engagement, customer data, user data, customer service, customer satisfaction
    
By: LogMeIn     Published Date: Apr 24, 2014

This Harvard Business Review provides valuable insights into the truth about the customer service experience.

Tags : customer experience, customer journey, rescue, harvard, customer interaction, customer interaction service, customer relationship management, customer satisfaction
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.

Tags : interactive intelligence, real time speech analytics, contact centers, data centers, real time analytics, productivity, revenue, retention rates
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

Collaboration — working together for a common goal — is an integral part of the insurance business. But today, the need to rapidly assemble teams and capitalize on human expertise to provide faster, better decisions makes collaborating all the more important. Author Mark Breading of Strategy Meets Action explains how applying collaboration technologies to specific insurance business problems is enabling insurers to realize the true promise of collaborating for a competitive advantage.

Tags : collaboration, insurance, interactive intelligence, communications, contact center, business process, collaboration technology, it management
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.

Tags : contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center
    
By: Oracle     Published Date: Apr 22, 2014

3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.

Tags : customer service, customer satisfaction, oracle, guide, a little extra service, customer interaction service, customer relationship management
    
By: Oracle     Published Date: Apr 22, 2014

This document focuses on the trends that are driving decision-making on cloud including the growing connection between cloud, mobility, and data; cloud services governance and integration; and continuing development of cloud ecosystems among vendors.

Tags : cloud services, trends, cloud services, oracle, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: Oracle     Published Date: Apr 22, 2014

This report looks at some of the important changes in the customer experience and interaction market, detailing how technologies are  evolving to meet new consumer demands, and providing  recommendations for both enterprises and vendors.

Tags : customer experience, interaction, 2013 trends, customer interaction service, customer relationship management, customer satisfaction, customer service, oracle
    
By: Oracle     Published Date: Apr 22, 2014

This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.

Tags : customer service, service in the cloud, cloud computing, oracle, customer interaction service, customer relationship management, customer satisfaction
    
By: Oracle     Published Date: Apr 22, 2014

Oracle provide a report on creating a superior customer experience online.

Tags : customer experience, creating a superior experience, oracle, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: Oracle     Published Date: Apr 22, 2014

An executive brief on customer experience: Empowering People. Powering Brands. With Oracle Service Solutions.

Tags : customer experience, customer services, oracle, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: Oracle     Published Date: Apr 22, 2014

This document aligns to the Customer Experience (CX) Value Equation defined by Oracle as a method to identify and measure the value of CX

Tags : customer service, customer experience, measuring customer experience, kpi, customer interaction service, customer relationship management, customer satisfaction, oracle
    
By: Oracle     Published Date: Apr 22, 2014

Ovum report on the transition to mobility and provide information on how to transform your mobile customer care strategy

Tags : customer service, mobile customer care, sci, ovum, oracle, customer interaction service, customer relationship management, customer satisfaction
    
By: Oracle     Published Date: Apr 22, 2014

This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.

Tags : customer service, customer satisfaction, knowledge management, best practice, customer interaction service, customer relationship management, oracle
    
By: Aimia     Published Date: Mar 25, 2014

Identify the most important inflection points along your customer journey from curious newcomers to brand loyalists. In this Retail Brief, learn the 10 most important loyalty moments of truth — and offer a few guidelines for getting them right.

Tags : aimia, inflection points, marketing, customer loyalty, customer interaction, loyalty program. post-purchase service, interaction data, purchase cycle
    
By: Avalara     Published Date: Mar 19, 2014

Assess your e-commerce tax risk. Complete our one-minute assessment to learn: do you have an issue with sales tax? Fill out the form to get started with three simple questions about your web operations.

Tags : tax, ecommerce, sales tax, tax liability, internet sales tax, best practices, e-commerce, customer service
    
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