Abstract:
Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’. SHL Talent Analytics is changing the way organizations think about their talent—by adding a new dimension to talent analytics. TEC analyst Sherry Fox looks at how this system pr (...)
Excerpt related to
call center company:
Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’. SHL Talent Analytics is ...
Published:
2012-02-08
Abstract:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations across multiple channels, extract actionable d (...)
Excerpt related to
call center company:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC ana...
Published:
2012-01-12
Abstract:
TEC principal analyst P.J. Jakovljevic reviews the functional and strategic details that make Emptoris solutions for spend analysis, supplier lifecycle management, and services procurement successful. Since its founding in 1999, Emptoris has evolved into a world leader in strategic supply, category spend, (...)
Excerpt related to
call center company:
TEC principal analyst PJ Jakovljevic reviews the functional and strategic details that make Emptoris solutions for spend analysis, supplier lifec...
Published:
2012-01-10
Abstract:
RedPrairie provides best-of-breed supply chain execution, workforce, and all-channel retail solutions designed to streamline and expedite the flow of goods from raw materials into the hands of the consumer. In this article, TEC senior analyst P.J. Jakovljevic describes how the company has positioned itse (...)
Excerpt related to
call center company:
RedPrairie provides best-of-breed supply chain execution, workforce, and all-channel retail solutions designed to streamline and expedite the flow...
Published:
2011-12-29
Abstract:
ABAS Business Software has built a name for itself as a mid-market enterprise resource planning (ERP) vendor to contend with. In his latest article, TEC principal analyst P.J. Jakovljevic reviews the company’s major ERP offering, describes how the mid-market ERP vendor the differentiated itself from th (...)
Excerpt related to
call center company:
ABAS Business Software has built a name for itself as a mid-market enterprise resource planning (ERP) vendor to contend with. In his latest articl...
Published:
2011-12-07
Abstract:
Kronos, the company that introduced the first micro-processor time clock in the 1970s, knows how tricky workforce management (WFM) can be. In this article, TEC principal analyst P.J. Jakovljevic looks at WFM challenges facing organizations, particularly those with large, complex workforces, and how Krono (...)
Excerpt related to
call center company:
Kronos, the company that introduced the first micro-processor time clock in the 1970s, knows how tricky workforce management (WFM) can be. In this...
Published:
2011-12-02
Abstract:
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products and dominate the CRM market? TEC principal analyst P.J. Jakovljevic talks with the CRM product manager on how the product’s lesser-known facts, including new social collaboratio (...)
Excerpt related to
call center company:
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products and dominate the CRM...
Published:
2011-10-31
Excerpt related to
call center company:
... Astute Solutions was founded in 1995 to offer call center and issue management ... the results in the cross-channel customer relationship activities of a company. ...
Published:
2011-10-24
Abstract:
As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requires an agent who is highly trained and experienced. This leads to a high cost per call. At the same time, sacrificing caller satisfaction is not an option. Th (...)
Excerpt related to
call center company:
As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requ... ...
Published:
2011-09-24
Abstract:
Principal Analyst P.J. Jakovljevic takes a close look at the business process management (BPM) vendor, AuraPortal, and how the BPM suite address the diverse needs of its client base. Read more. AuraPortal, a new business process management (BPM) vendor, offers a solution that creates business process exec (...)
Excerpt related to
call center company:
Principal Analyst PJ Jakovljevic takes a close look at the business process management (BPM) vendor, AuraPortal, and how the BPM suite address th...
Published:
2011-08-31
Excerpt related to
call center company:
... basically they treat it only as a cost center. ... customers where knowledge management (KM) and call-centers is ... pains, where in the maturity the company wants to ...
Published:
2011-07-11
Excerpt related to
call center company:
... the proficiency and style of the call center agent or ... and still become a profit center, follow all ... business conditions if and when the company’s disconnected ...
Published:
2011-06-20
Abstract:
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term (...)
Excerpt related to
call center company:
... contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up ...
Published:
2011-05-17
Abstract:
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term (...)
Excerpt related to
call center company:
... contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up ...
Published:
2011-05-17
Excerpt related to
call center company:
... a Powered by SAP NetWeaver certification, while the company’s Supply ... Warranty entitlement, service content, and call-center knowledge management (KM) are not ...
Published:
2011-05-05
Abstract:
Learn about Infor S&OP 1.0 and follow a discussion between TEC Principal Analyst P.J. Jakovljevic and Infor’s SCM product managers on the S&OP market. With the release of Infor S&OP 1.0, Infor dispels rumors that it’s not an aggressive product innovator. Learn about the features and functions of Infor (...)
Excerpt related to
call center company:
Learn about Infor S&OP 1.0 and follow a discussion between TEC Principal Analyst PJ Jakovljevic and Infor’s SCM product managers on the S&OP mark...
Published:
2011-05-02
Excerpt related to
call center company:
... other Manhattan SCOPE suite modules as well as the company’s recent ... can be achieved in multiple ways (eg, via Internet chat, call center conversations, etc ...
Published:
2011-04-13
Abstract:
TEC's P.J. Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and interviews its chief visionary. Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle manag (...)
Excerpt related to
call center company:
TEC's PJ Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and interviews its chief visi...
Published:
2011-04-08
Excerpt related to
call center company:
... Being a relatively small company with a specialty product in a time of market ... nature of a client’s service needs, from managing the incoming call to field ...
Published:
2011-04-04
Excerpt related to
call center company:
... The retail stores, field service, and call center markets are cluttered with workforce ... anything else you are at liberty to volunteer on the company’s future ...
Published:
2011-03-30