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Customer Care


Customer Service Resources

Delve deeper into customer care to learn more. View additional information on customer care solutions to understand our expertise and experience in meeting each customer’s unique requirements.


Customer Care Differentiators

Customer Care Differentiators

As the second largest Business Process Outsourcing company in the world, Xerox offers the most comprehensive service delivery model in the industry.
Brochure (PDF, 965 KB)

Optimize the Customer Experience

Optimize the Customer Experience: Breaking Down Organizational Silos

Organizational silos are a common pain point that confuse customers, reduce operational efficiency, and hurt your competitive edge.
FAQ (PDF, 979 KB)

Back Office Operations

Back Office Operations: Reduce Costs and Increase Customer Satisfaction

As the economy continues to rebound, companies are taking a hard look at where they can cut costs without impacting customer satisfaction.
FAQ (PDF, 1.2 MB)

Optimizing Multichannel Environments-brochure

Optimizing Multichannel Environments: Improve the Customer Experience and Profitability

Shifting customer service to lower-cost channels is necessary to maintain profitability, but it cannot come at the expense of customer satisfaction.
Brochure (PDF, 1.2 MB)

Optimizing Multichannel Environments-faq

Optimizing Multichannel Environments: Improve the Customer Experience and Profitability

A well-managed multichannel strategy is a critical component in a successful callcenter solution.
FAQ (PDF, 965 KB)

Accent Neutralization

Accent Neutralization

The goal of communication is to be understood. Quality American English skills are a priority in providing a seamless offshore and near-shore outsourcing environment. 
Brochure (PDF, 858 KB)

Translation and Localization

Translation and Localization:  Optimizing the Global Customer Experience

Globalization has opened lucrative market opportunities and new revenue streams for companies. Globalization can also wreak havoc on time-to-market and post launch support activities.
FAQ (PDF, 937 KB)

CRM Analytics

CRM Analytics: Understanding the Customer Experience to Improve Profitability

Companies gather a staggering amount of information on their customers today; unfortunately it isn’t helping their competitive edge.
FAQ (PDF, 1.1 MB)

Best Practices for Optimizing Social CRM

Best Practices for Optimizing Social CRM: Maximizing the Value of Customer Relationships

Companies must do more than participate in today’s social environment. They must engage and optimize—turning insight into action.
Brochure (PDF, 1.2 MB)

Social CRM

Social CRM: Maximizing the Value of Customer Relationships

In this economy it’s imperative that companies continuously show that they are listening to the voice of their customers, resolving their issues, implementing their recommendations and working to improve the overall customer experience.
FAQ (PDF, 896 KB)

Engineering Communications to Improve the Customer Experience

Engineering Communications to Improve the Customer Experience: Best Practices for Optimizing Customer Communications

Documents are a critical but often over-looked component of the customer experience.
Brochure (PDF, 1.2 MB)

Communication Engineering

Communication Engineering: Optimizing the Overlooked Touch Point 

Each statement, invoice, bill or notification is a customer touch point.
FAQ  (PDF, 1 MB)

Supporting the three screens

Supporting the three screens: Always on, always connected

Today consumers expect complex devices to be seamlessly interconnected and available anytime, anywhere. How do you support this converging world? You connect with Xerox.
Brochure (PDF, 953 KB)

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Virgin America

We measurably improved agent efficiency, call load forecasting, contact quality and customer satisfaction.

See Virgin America case study