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Abstract:
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. (...)
Excerpt related to
call center applications problem management issue resolution process:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Excerpt related to
call center applications problem management issue resolution process:
... service efforts by providing their call center agents with KM ...
Many KM applications thus integrate with call ... The call
tracking system can automatically log the ...
Published:
2008-12-23
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Abstract:
Study Reveals Top 10 Requirements for Improving Event Resolution in IT. IT White Papers and Other Computer Software to Use
In Your Dynamic System Related To Top 10 Requirements for Improving Event Resolution in IT. A survey of existing IT event
resolution processes suggests organizations are unsatisfied (...)
Excerpt related to
call center applications problem management issue resolution process:
Study Reveals Top 10 Requirements for Improving Event Resolution in IT. IT White Papers and Other Computer Software to Use
In Your Dynamic System R...
Published:
2010-03-11
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Abstract:
TEC's P.J. Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and
interviews its chief visionary. Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O)
specialist, has become a full-fledged service lifecycle manag (...)
Excerpt related to
call center applications problem management issue resolution process:
TEC's PJ Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and
interviews its chief visi...
Published:
2011-04-08
-
Excerpt related to
call center applications problem management issue resolution process:
... on the proficiency and style of the call center agent or ...
and still become a profit center, follow all the ... to-and-fro between the open applications
windows), is ...
Published:
2011-06-20
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Abstract:
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital
component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution’s
total cost of ownership. (...)
Excerpt related to
call center applications problem management issue resolution process:
... are also a number of software applications that a ... responsive the
vendor was in solving the problem? ... TEC's Enterprise Resource Planning (ERP) Evaluation
Center. ...
Published:
2009-09-28
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Abstract:
The Impact of IT Service on Business Process Management. Browse & Download Free IT Reports on The Impact of IT Service
on Business Process Management There are potential benefits of operating business process management (BPM) side-by-side with
business service management (BSM). BPM and BSM are emergin (...)
Excerpt related to
call center applications problem management issue resolution process:
The Impact of IT Service on Business Process Management. Browse & Download Free IT Reports on The Impact of IT Service
on Business Process Mana...
Published:
2010-03-11
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Abstract:
This complete rating detail report covers the vendor or provider's responses to TEC's comprehensive research model. The report
answers your concerns about how your chosen vendors will support your requirements. (...)
Excerpt related to
call center applications problem management issue resolution process:
... for data centers and call centers. ... providers perform include data
center operations; network ... ISVs) who develop business applications,
financial applications ...
Published:
-
Abstract:
The IT Infrastructure Outsourcing RFP Template covers industry-standard functional criteria of Outsourcing--IT Infrastructure
that can help you easily gather and prioritize your business needs in a simple and categorized excel document. More than a
RFP template, it is a working document that serves as a k (...)
Excerpt related to
call center applications problem management issue resolution process:
... Call Center, IT Infrastructure Outsourcing RFP Template. ...
perform include data center operations; network ... systems, databases, applications,
and telephone systems ...
Published:
-
Abstract:
Expand your knowledge about Business Process Management (BPM), read TEC's whitepaper entitled It's About Process. Because
business processes are often communicated in an ad hoc and unregulated manner, it can be difficult to standardize processes
across organizations, particularly larger ones. TEC analyst (...)
Excerpt related to
call center applications problem management issue resolution process:
Expand your knowledge about Business Process Management (BPM), read TEC's whitepaper entitled It's About Process.
Because business processes are of...
Published:
2010-03-11
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Excerpt related to
call center applications problem management issue resolution process:
... for knowledge management (KM) software applications as part ...
training in how to diagnose a technical problem. ... through many channels (Web, call
center agent, and ...
Published:
2009-01-08
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Abstract:
Expand your knowledge about Business Process Management (BPM), read TEC's whitepaper entitled It's About Process. Because
business processes are often communicated in an ad hoc and unregulated manner, it can be difficult to standardize processes
across organizations, particularly larger ones. TEC analyst (...)
Excerpt related to
call center applications problem management issue resolution process:
Expand your knowledge about Business Process Management (BPM), read TEC's whitepaper entitled It's About Process.
Because business processes are of...
Published:
2010-03-11
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Abstract:
Best Practices in Siebel CRM Performance Management: Monitor, Measure, and Manage the End-user Experience. Download Technology
Analysis White Papers In Relation To Best Practices in CRM Performance Management. Many frustrated executives find that despite
the fortune spent on managing servers, networks, an (...)
Excerpt related to
call center applications problem management issue resolution process:
Best Practices in Siebel CRM Performance Management: Monitor, Measure, and Manage the End-user Experience. Download Technology
Analysis White Paper...
Published:
2010-03-11
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Abstract:
Are companies that offshore software development, call center operations, and remote implementations really saving money?
Are customers and users realizing benefits? Indeed, there are areas where savings can be misstated. But companies can do something
to protect themselves against disappointments. (...)
Excerpt related to
call center applications problem management issue resolution process:
Are companies that offshore software development, call center operations, and remote implementations really saving money?
Are customers and users ...
Published:
2006-08-30
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Abstract:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success
and failure to emerge from the same initiative. Clearly de (...)
Excerpt related to
call center applications problem management issue resolution process:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy use...
Published:
2004-10-21
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Abstract:
IBM's Entity Analytics Solution (EAS) enables organizations to identify and connect individuals based on collected data and
their associated data patterns. EAS is used primarily within governments and the financial and insurance sectors to detect
and prevent fraud. (...)
Excerpt related to
call center applications problem management issue resolution process:
... Various applications of entity analytics, including examples of ...
on the identification and management of reference ... appropriate data, and the issue
extends to ...
Published:
2007-01-03
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Abstract:
Differentiation through Service Excellence. Get Free Assessment Reports for Service Excellence. With products increasingly
becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer
satisfaction. While revenue is flattening for many produc (...)
Excerpt related to
call center applications problem management issue resolution process:
... Find out how integrating business processes and customer relationship management (CRM)
data can help you deliver new service offerings and improve the customer ...
Published:
2010-03-11
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Abstract:
Product lifecycle management (PLM) doesn't work, but it should. Industry's general approach and attitude to PLM mimics the
early days of customer relationship management (CRM) adoption, and lessons from that experience should help when tackling
the "ifs" and "hows" of PLM investment. (...)
Excerpt related to
call center applications problem management issue resolution process:
Product lifecycle management (PLM) doesn't work, but it should. Industry's general approach and attitude to PLM mimics
the early days of customer ...
Published:
2005-11-25
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Abstract:
CRM. C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part three of a three-part article
to provide explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, we continue the Lexicon
of CRM (...)
Excerpt related to
call center applications problem management issue resolution process:
CRM. CRM itself is an acronym, standing for Customer Relationship Management. This is part three of a three-part article to
provide explanati...
Published:
2001-11-02
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Abstract:
Six Sigma for IT Service Level Management. Browse Free IT Reports on Six Sigma for IT Service Level Management. Industry analysts,
Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma
is for managing IT service quality. This research, (...)
Excerpt related to
call center applications problem management issue resolution process:
Six Sigma for IT Service Level Management. Browse Free IT Reports on Six Sigma for IT Service Level Management. Industry analysts,
Enterprise Manag...
Published:
2010-03-11
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