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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

answers to customer complaints  for ways to provide answers to customers over the Web rather than on the telephone. At the time, Fandango had the typical page of static FAQs. It also used an offshore call center as a way to offset the costs generated by spiraling phone volume. Butler wanted to transition the call center to a domestic outsourcer, but knew the costs would be prohibitive with such high volume. It became clear that reducing call volume was a key priority. Step one: Cut costs After assessing multiple options, Butler decided 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 » answers to customer complaints


Customer Process Management: The Real-time Enterprise Depends On the Merging of CPM and BPM
Customer-facing processes are challenging to manage because they are always changing. Conventional workflow automation and stand-alone business process

answers to customer complaints  their time searching for answers. Requests get lost and tempers flare. We asked 145 business and IT managers to identify their key challenges with today's packaged enterprise apps. Their top gripes? Packaged applications can't keep up with today's dynamic business processes: 81% of respondents indicated that their apps can't support processes across functions. Forrester Research Inc. Packaged Apps Lag Business Requirements. December 2, 2004 These shortcomings limit growth Revenue growth can be Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

answers to customer complaints  more consistent and accurate answers to customer inquiries, seamlessly across all the channels. Almost anyone reading this article has experienced frustration when an automated voice response system to which he or she has just dictated a lengthy account number (and plethora of other sensitive information) fails to transfer that information directly to the agent, who finally picks up the phone and asks the customer to repeat the information once again. This is not to mention the case of when a customer is Read More
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

answers to customer complaints  as simple as providing answers to FAQs, and moving up to allowing customers to execute complex transactions (like changing preferences for a service) on their own. Standardizing on a set of packaged CRM applications helps when integrating self-service and SRM across channels. Yet most companies will still need to buy best-of-breed e-service products to provide live chat, e-mail response management, customer search, and other key features needed for self-service over the Web. User companies must be Read More
How to Lead Your Organization on the Best Path to Performance Improvement (Webcast Transcript)
Companies require an agile enterprise performance management (EPM) strategy to ensure they have information to support effective decisions. The more information

answers to customer complaints  For a list of answers to frequently asked technical questions, you can click on the Help button. That, too, is located on the bottomleft area of your console. After we hear from today's guest speakers, whom I'll tell you about shortly, we'll open the floor to your questions. Now although we will dedicate time toward the end of our Webcast to addressing your questions, we do invite you to type your questions and comments at any time during our Webcast in the Ask a Question text area on the lower right Read More
Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

answers to customer complaints  BI White Paper,Integrated BI Solution,VOC,Business Intelligence,Cost Reduction,Warranty Intelligence,Business Analysis,Business KPIs,KPI Analysis,BI Challenges Read More
5 Things You Need to Know to Empower Today’s Mobile Workforce
As the lines between work and personal life continue to blur, IT departments are under increasing pressure to support personal-liable mobile devices. But simply

answers to customer complaints  Things You Need to Know to Empower Today’s Mobile Workforce As the lines between work and personal life continue to blur, IT departments are under increasing pressure to support personal-liable mobile devices. But simply locking down a device to protect it limits its usefulness. Rather, companies need to use proper solutions that consider various factors such as the ever-changing regulations on safeguarding corporate data. Know 5 key points for developing a mobile workforce strategy. Read More
Best Practices in Food Traceability: Be Able to Respond to Audits in Just Minutes
Today’s ever-increasing frequency and cost of food and beverage recalls harm not only the companies directly affected, but all processors in the industry. See

answers to customer complaints  Practices in Food Traceability: Be Able to Respond to Audits in Just Minutes Today’s ever-increasing frequency and cost of food and beverage recalls harm not only the companies directly affected, but all processors in the industry. See how leading food processors are turning to innovative software solutions, like Plex Online, to develop a complete food safety management system that enables them to achieve best practices in food and beverage processing quality and a high level of traceability. Read More
Best Software Delivers More Insights To Its Partners (As Well As To The Market) Part Five: Challenges and User Recommendations
Best Software/Sage is a company that delivers products based on savvy understanding of its customers' needs, of the competitive forces in the market, and on

answers to customer complaints  Software Delivers More Insights To Its Partners (As Well As To The Market) Part Five: Challenges and User Recommendations Challenges The downside, as usual, is the painstaking integration effort yet to be devised for a number of remaining products in the Sage/Best family and to be subsequently exerted, as there is always a large time bracket from concept to actual materialization. The number of distinct code bases is still sizable, making the task of providing clear migration paths between these quite Read More
Taking Collaboration to the Next Level: Moving from Your Document-centric Enterprise 1.0 to the People-centric World of Enterprise 2.0
It would be a mistake to think that Web 2.0 is all about technology—and similarly so for Enterprise 2.0. But it would also be a mistake to dismiss the

answers to customer complaints  Collaboration to the Next Level: Moving from Your Document-centric Enterprise 1.0 to the People-centric World of Enterprise 2.0 It would be a mistake to think that Web 2.0 is all about technology—and similarly so for Enterprise 2.0. But it would also be a mistake to dismiss the technology altogether. The selection and implementation of enterprise social software solutions and real-time collaboration solutions requires careful thought, consideration, and planning. Find out more, in this IBM white Read More
How to Use Lotus Domino to Publish Policies and Procedures Online
Does your company have a simple way to publish and maintain internal documentation? If people are using workarounds instead of reading documents on the

answers to customer complaints  to Use Lotus Domino to Publish Policies and Procedures Online Does your company have a simple way to publish and maintain internal documentation? If people are using workarounds instead of reading documents on the corporate intranet, it’s a warning sign that there’s no appropriate publishing system in place. But there are alternatives and practical tips that can help you choose a cost-effective solution, based on the familiar Lotus Domino platform. Read More
How To Conquer the Challenge of Delivering E-mail to 100,000+ Recipients
In the beginning, e-mail marketing was easy. But as e-mail lists have grown, so have Internet service provider (ISP) restrictions. Today, delivering your e-mail

answers to customer complaints  To Conquer the Challenge of Delivering E-mail to 100,000+ Recipients In the beginning, e-mail marketing was easy. But as e-mail lists have grown, so have Internet service provider (ISP) restrictions. Today, delivering your e-mail newsletter can be a real challenge, especially with a list of over 10,000 recipients. Instead of adopting one of several seductive but outdated solutions, a better alternative may be to use an e-mail service provider. Read More
10 Ways to Use ERP to Lean the Manufacturing Supply Chain
A lean supply chain is more than just those activities relating directly to supply chain management (SCM). Lean supply chain improvements require a commitment

answers to customer complaints  Ways to Use ERP to Lean the Manufacturing Supply Chain A lean supply chain is more than just those activities relating directly to supply chain management (SCM). Lean supply chain improvements require a commitment to finding the correct mix of efficiency and responsiveness. But the reward is great for manufacturers that do embark on the path to lean. Using the right enterprise resource planning (ERP) software can be your key to reaping the benefits of lean SCM. Learn how. Read More
Pay, Performance, and Productivity: How to Use Compensation to Motivate and Make a Difference
Compensation has consistently remained one of the top five job-satisfaction factors considered most important to employees. A well-designed compensation

answers to customer complaints  Performance, and Productivity: How to Use Compensation to Motivate and Make a Difference Compensation has consistently remained one of the top five job-satisfaction factors considered most important to employees. A well-designed compensation strategy that connects rewards and performance can benefit both employers and employees. This white paper discusses some of the key factors. Read More
The Road to SAP HANA: A Choice of Paths to Take
SAP HANA is an innovative platform that is transforming data processing as we know it. But should your organization adopt this technology or postpone the

answers to customer complaints  Road to SAP HANA: A Choice of Paths to Take SAP HANA is an innovative platform that is transforming data processing as we know it. But should your organization adopt this technology or postpone the decision and see how others have fared with it first? Read this paper and see what SAP HANA means for business processes and information technology (IT) operations, and how different kinds of enterprises can leverage different adoption strategies to capture the most value from it. Read More

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