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Software Functionality Revealed in Detail
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 call center and customer service


Rethinking Customer Service: The Call Center as Corporate Information Hub
At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with

call center and customer service  Customer Service: The Call Center as Corporate Information Hub At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with customers. This e-book looks at how the call center can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and shifts that must take place within companies if they are to be vital and nimble in the 21st

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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Documents related to » call center and customer service

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 need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

call center and customer service  in new revenue, while call center productivity can drive down the costs of servicing customers, as well as present up-sell and cross-sell opportunities (and maintain customer satisfaction). The business case for call center applications is becoming increasingly obvious, especially given the recently established National Do Not Call Registry in the US. The revenue driver will thus become inbound customer calls rather than companies trying to generate leads via outbound telemarketing efforts, which have Read More

Social Media and Your Call Center: Three Lessons Every Call Center Manager Should Learn and Apply


Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed at the water cooler are now broadcast effortlessly by consumers. And because these comments are searchable and permanent, they are extraordinarily powerful. This paper presents three important lessons for every executive that oversees a call center. Download now to learn what they are and how to apply them.

call center and customer service  Center: Three Lessons Every Call Center Manager Should Learn and Apply Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed at the water cooler are now broadcast effortlessly by consumers. And because these comments are searchable and permanent, they are extraordinarily powerful. This paper presents three important lessons for every executive that oversees a call center. Download now to learn what they are and how to apply them. 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, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

call center and customer service  the Call Center with Service Resolution Management Processes Originally Posted - December 14, 2007 To accommodate increasing customer demand for company and product information and for quick issue resolution, companies are now considering the benefits of online self-service systems. Knowledge management (KM) software is the key to such systems, as well as to integrating customer relationship management (CRM) and service resolution management (SRM). For more background, please see Integrating Cust Read More

Call Center Buyer’s Guide


A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact center solution, your company can boost revenues, retain customers, and discover customer service strengths and weaknesses in the long term. But before making a purchase, do you have the information you need about your current situation? Find out what to ask before you buy.

call center and customer service  (Wikipedia) Call Centre (Wikipedia) Call Center Buyer's Guide Call-center technology can deliver huge benei ts to your bottom line by boosting revenues and enhancing customer experience. Call Center is also known as : contact center technology , Virtual Call Center , Free Call Center Software , Call Centre , Call Center Software , Call Center Solutions , Call Center Services , Call Center Outsourcing , Call Center Resources , Customer Contact Center Solutions , Contact Center Services , outbound call Read More

6 Secrets to Simplify Field Service


Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts—literally! It’s time to simplify. This white paper outlines six secrets that will help streamline your field service organization, delight your customers, and increase your profit margin. Download the white paper and see how ServiceMax can help you get these benefits.

call center and customer service  field service,field service management,FSM software,field service software,field service scheduling software,ServiceMax Read More

7 Ways Service Culture Can Drive Revenue


Every field service manager and executive strives for the same goal: delight customers while increasing profits. But achieving this holy grail of field service often proves elusive. Why? Because service companies often take a tactical perspective to solving issues while ignoring cultural changes that are equally important. Know 7 ways to build a strong culture in your service business so you can achieve your business goal.

call center and customer service  field service management,FSM software,field service culture,field service company executives,field service revenue goals,field service business success,ServiceMax Read More

Employee and Manager Self-Service: A Virtual Chameleon in the Workplace


In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units while blending seamlessly with existing systems. This white paper provides insight into how ESS

call center and customer service  to service their organizations strategically The potential cost-saving opportunities through ESS/MSS solutions are significant, as are the workforce management benefits. But in order to fully leverage those opportunities, organizations must carefully identify, optimize and prioritize the processes that demand automation. The next step is to select meaningful holistic technology that is flexible enough to grow as their needs evolve. Selecting the Right ESS/MSS Technology for Your Organization The process Read More

Service Differentiation: Your 3-Step Plan


Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with less, providing service more effectively, and focusing on your unique business processes to outperform your competition. Using this information, you can bring about change and continuous improvement, and differentiate your service from your competition. Read more and find out how.

call center and customer service  field service scheduling,field service optimization,dynamic scheduling and dispatching,services organizations,workforce scheduling,workforce sheduling optimization,service process optimization,ViryaNET,service differentiation,services company differentiation Read More

Delivering Superior Customer Service through Multiple Channels


Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

call center and customer service  delivering superior customer service multiple channels,delivering,superior,customer,service,multiple,channels,superior customer service multiple channels,delivering customer service multiple channels,delivering superior service multiple channels,delivering superior customer multiple channels. Read More

Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk


IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.

call center and customer service   Read More

The ROI of Software as a Service


Many firms see software as a service (SaaS) as having a cost advantage over on-premise in the short run due to its quick implementation times and pay-as-you-go pricing. But many firms question the long-term value of SaaS, wondering if the rent-versus-own model has a cost crossover point? Discover how some firms have obtained long-term value with SaaS solutions as SaaS has moved into larger, more strategic deployments.

call center and customer service  SAP,roi,saas,software as a service,marketing roi,roi calculator,saas software,asp saas,roi calculation,saas service,calculate roi,roi formula,saas model,saas crm,saas software as a service Read More

Service-oriented Architecture-Savior or Nemesis?


Managed well, service-oriented architecture (SOA) offers a tremendous opportunity to make positive changes and lay a foundation that will allow IT to become responsive and cost-effective. But SOA is also a potential minefield: hype is raising expectations beyond reality in an environment that is already stressed. In fact, managed poorly, SOA can be an expensive and spectacular failure.

call center and customer service  do not hesitate to call Hitachi Consulting today at 1.877.664.0010. Author Bio Damian Smith Managing Vice President, Hitachi Consulting Damian Smith is the Managing Vice President of the Corporate Management Solutions practice at Hitachi Consulting which encompasses all of Hitachi Consulting’s services and solutions for IT, Finance, HCM and Corporate Operations. Smith has over 15 years of consulting and management experience gained serving some of the largest and most influential corporations in the US Read More

Reverse Logistics for Service


Reverse logistics management for service requires specialized software that accounts for many transactions and processes unique to installed base support. By implementing a configurable solution that automates the end-to-end reverse logistics cycle, service organizations can increase productivity, improve the customer experience, and significantly reduce costs. Find out more.

call center and customer service  reverse logistics, return material authorization, field service management, dynamic scheduling, reverse logistics management, repair time tracking, return service exception management Read More