Call Center Protocols: Getting Problems Solved! » The TEC Blog

... It should always be remembered that the call center environment involves more than just systems and protocols; it also involves the all-important factor in ... blog.technologyevaluation.com/blog/2008/07/15/call-center-protocols-getting-problems-solved/ - 34k - 2008-07-15

Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... Because of the impact a single change can make, formalizing a review and approval process for data ... " target="_blank">TEC’s ERP Evaluation Center. http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_14_07_1.asp - 50k - 2008-02-04 Summary: Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Service Lifecycle Management - Tapping into the Value of the ...

by Jim Brown ... sources, all of which must be captured and processed through the call center. ... is reviewed, company representatives must have the ability to review all past ... http:/.../Research/ResearchHighlights/ExecutiveView/2003/06/research_notes/TU_EV_XJB_06_11_03_1.asp - 17k - 2003-06-11 Summary: Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions, however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle Management (SLM) promises valuable business benefits

Microsoft Lays Enforced-Concrete Foundation For Its Business ...

by P.J. Jakovljevic ... first release of Microsoft CRM will not provide tight call-center integration or ... the integration should be validated during the technical review sessions as a ... http:/.../Research/ResearchHighlights/Erp/2002/11/research_notes/EN_ER_PJ_11_06_02_1.asp - 12k - 2002-11-06 Summary: Despite the plausible product roadmap, any organization evaluating MBS products should keep itself informed, and consider existing functionality only. MBS, at this stage, will likely not appeal to companies that need more complex CRM capabilities or must manage customer relationships through diverse li

Supply Chain Management: Morphing the Functional Scope of Service ...

by P.J. Jakovljevic and Olin Thompson ... is reviewed, company representatives must have the ability to review all past ... primary capabilities that are required in this process are call center and field ... http:/.../Research/ResearchHighlights/SCM/2005/07/research_notes/MN_SC_PJ_07_30_05_1.asp - 26k - 2005-07-30 Summary: The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement parts inventory. To meet these challenges, heavy investments have been made in extensive spare ad replacement parts networks.

Enterprise Edition

... larger companies typically have complex sales and higher call volumes, Enterprise ... Read PC Magazine''s review of Enterprise Edition "Enterprise Edition is ... http://www.technologyevaluation.com/showcases/technology-Directory/D/9479/Enterprise-Edition.html - 13k - 2008-08-22

Performance and Compensation Management at the Core of Human ...

by P.J. Jakovljevic ... would be in the budget when time came to review the employee. ... planning, competency management, learning management, and an HR-oriented help desk (call center). ... http:/.../Research/ResearchHighlights/HumanResources/2006/09/research_notes/TU_HR_PJ_09_28_06_1.asp - 17k - 2006-09-28 Summary: Strategic human capital management (HCM) solutions can help organizations transform their people into a competitive advantage by aligning managers and employees with corporate goals. There is now a statistical and causal relationship among key HCM applications and operating income growth.

Integrating Customer Relationship Management and Service ...

by P.J. Jakovljevic ... Because of the impact a single change can make, formalizing a review and approval process for data changes is ... " target="_blank">TEC’s ERP Evaluation Center. http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_07_07_1.asp - 62k - 2008-02-04 Summary: The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

Data Governance: Controlling Your Organization s Mission ...

by Lyndsay Wise ... Because of the impact a single change can make, formalizing a review and approval process for data changes is ... " target="_blank">TEC’s ERP Evaluation Center. http:/.../ResearchHighlights/BusinessIntelligence/2007/12/research_notes/PC_BI_LW_12_05_07_1.asp - 64k - 2008-02-04 Summary: Controlling your company s key information through data governance is more than just good practice it can make the difference between success and failure at meeting compliance requirements and at arming your organization with a competitive edge.

Small Merger Challenges and Recommendations to Users

by P.J. Jakovljevic ... Because of the impact a single change can make, formalizing a review and approval process for data changes is ... " target="_blank">TEC’s ERP Evaluation Center. http:/.../Research/ResearchHighlights/ERP/2007/12/news_analysis/NA_ER_PJ_12_05_07_1.asp - 65k - 2007-12-21 Summary: The recent merger of enterprise resource planning vendors CMS Software (now known as Solarsoft Business Systems) and XKO Software presents some challenges. Although little overlap exists between the companies product lines, customers should verify that pre-merger support and service contracts are hono