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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 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

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...
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 Respons...
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Documents related to » call center and customer service


How to Save $20,500 on Call Center Software
Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers

call center and customer service  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. 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

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...
Maximizing the Savings of Call-center Multisourcing While Protecting Service Levels
Are you moving to call-center multisourcing to save money? Did you know that many multisourced agents use varied and unreliable systems? This leads to

call center and customer service  your customers. Are all call centers like this? No. Call centers using a common hosted platform share tools and unify agent management, resulting in answered calls and positive customer experiences Read More...
TCO Analysis of a Traditional Data Center vs. a Scalable, Containerized Data Center
Standardized, scalable, pre-assembled, and integrated data center facility power and cooling modules provide a total cost of ownership (TCO) savings of 30

call center and customer service  Analysis of a Traditional Data Center vs. a Scalable, Containerized Data Center Standardized, scalable, pre-assembled, and integrated data center facility power and cooling modules provide a total cost of ownership (TCO) savings of 30% compared with traditional, built-out data center power and cooling infrastructure. Avoiding overbuilt capacity and scaling the design over time contributes to a significant percentage of the overall savings. This white paper provides a quantitative TCO analysis of the Read More...
Customer Chemistry


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Is Your Current HR Service Delivery Model Working for You?
This white paper examines the human resources (HR) service delivery challenges facing organizations today, outlines a common approach to delivering world-class

call center and customer service  HR service delivery model,human resources service delivery,workforce service delivery,streamlined HR service delivery,hr operational excellence,HR service delivery trends,PeopleSoft Workforce Communications,PeopleSoft HelpDesk for Human Resources,Oracle HCM Read More...
Case Study: VAI Improves Customer Service with Business Portal
Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail

call center and customer service  Study: VAI Improves Customer Service with Business Portal Case Study: VAI Improves Customer Service with Business Portal If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VAI is an award winning software developer and an IBM Premier Business Partner. Founded in 1978, VAI is headquartered in Long Island, New York, with branch offices in Florida, California and Illinois. In conjunction with IBM, the company designs customer driven Read More...
Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

call center and customer service  and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather they need to go through a customer support employee. Given their central function in addressing clients’ problems, how can KBs of known product issues Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

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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

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...
Customer-centric CRM
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience

call center and customer service   Read More...
Enterprises May Be Overlooking Profits from After-sales Service
If service parts and service personnel management are well managed, manufacturers can significantly improve their profits from service operations. This will

call center and customer service  parts supply chain network basically consists of a chain which extends from service parts suppliers (after-market manufacturers and service part dealers) to central warehouses of manufacturers, to repair sites, field locations, mobile units, and so on. The service part supply chain is very different from production parts or products. First of all, demand for service parts is not predictable, and is wholly dependent on predictive and preventive maintenance (and thus on calculations of mean time to Read More...

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