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Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

answering customer complaints  for the purpose of answering an inquiry, and occurring at the place,time and channel of the customer’s choosing. The most common channels for customer self-service are the Internet, chat/IM, email and telephonic interactive voice response (IVR) , using a variety of network capable devices (e.g. a laptop or desktop computer, a mobile phone or a landline telephone). Publishing a list of frequently asked questions (FAQs) on a company Web site does constitute self-service, but the discipline has progressed Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » answering customer complaints


Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

answering customer complaints  gone away happy. But answering these simple questions can often mean wading through a disparate mix of click stream data, e-service usage logs, CRM analytics, analytic reporting, and more. Well-designed applications that are consistent with other self-service channels and that are integrated with assisted-service channels as required, such as the telephone or a live chat feature, are critical, not only for self-service adoption, but also for overall customer satisfaction marks. Self-service fails when it Read More...
Hacking Your PBX: 15 Ways to Make the Most of a Modern Phone System
The days of telephone switchboard operators are long gone. In today@s electronic age, through private branch exchange (PBX) technology, operators have been

answering customer complaints  of personnel dedicated to answering phones. When designing your automated-attendant system, keep in mind that users do not want to go through two minutes' worth of call-directing menus only to have a 15- second conversation with customer service, or even worse be connected to a voice mail or even lost in telephone limbo. Try to avoid redundancy and direct the caller as quickly as possible. In addition, conduct usability surveys with strangers, not just internal employees, in order to get an accurate Read More...
A Modern Approach to Improving Customer Support
As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support

answering customer complaints  Modern Approach to Improving Customer Support As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support managers transcend these problems and use each customer interaction to build customer loyalty and drive service leveraged revenue? By empowering customers with Web 2.0 technology and enabling users to manage their own experiences. Find out how. Read More...
Deploying Customer Relationship Management Effectively: Beyond Implementation
A customer relationship management (CRM) solution is now a standard business requirement. With origins as a system for sales teams, CRM has clearly evolved into

answering customer complaints  Customer Relationship Management Effectively: Beyond Implementation Deploying Customer Relationship Management Effectively: Beyond Implementation If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Microsoft Dynamics is a line of integrated, adaptable business management solutions that automate and streamline financial, customer relationship, and supply chain processes in a way that helps you drive business success. Source : Read More...
Improve Profitability with Customer Intelligence
The white paper improving your customer life cycle management shows how small and midsized businesses can enjoy virtually seamless front-to-back-of...

answering customer complaints  Profitability with Customer Intelligence If your front office isn't communicating effectively with your back office, chances are it's creating blind spots that are costing you money. And this is an extremely common problem. Research has shown that many CRM systems provide inadequate front-to-back-office integration. The result is customer data that cannot be shared effectively, and business processes that are prone to errors, delays, and unnecessary paperwork. Over the long term, this turns into Read More...
Customer Relationship Management (CRM)
When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However

answering customer complaints  Relationship Management (CRM) When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However, relationships also exist between companies and their vendors, companies and their customers, vendors and their suppliers, employees, different departments of the same company, and so on. The Relationship Management Evaluation Center concentrates on CRM and supplier relationship management (SRM), as software and Read More...
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

answering customer complaints  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More...
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial

answering customer complaints  Care & Billing RFI/RFP Template General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Reporting, Telephony Products and Services, Utility Products and Services, CATV Products and Services, IP Products and Services, EBPP Services, Technical Requirements Read More...
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

answering customer complaints  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More...
Customer-centric CRM
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience

answering customer complaints  centric CRM Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships. Read More...
Serving the Uncompromising Customer
Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver

answering customer complaints  the Uncompromising Customer Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative. Read More...
Customer: Eastern Food
Eastern Foods, Inc. produces fresh goods for one of the most widely dispersed populations in the world. The leading supplier of salad dressings to airlines

answering customer complaints   Read More...
Customer Data Integration: A Primer
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a

answering customer complaints  Data Integration: A Primer Originally published - August 22, 2006 Introduction Implementing a customer data management system can be the difference between success and failure in terms of leveraging an organization's customer relationship management (CRM) system. Since customers drive profitability, organizations need a way to provide their employees with a single view of the customer and to provide that customer with above-average customer service. Unfortunately, this is not always the case. Read More...
Customer Relationship Management (CRM) RFI/RFP Template
Sales Force Automation, Marketing Automation, Customer Service and Support, Analytics and Reporting, and Technical Functionality

answering customer complaints  Relationship Management (CRM) RFI/RFP Template Sales Force Automation, Marketing Automation, Customer Service and Support, Analytics and Reporting, and Technical Functionality Read More...

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