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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

complaint logging  service call (customer inquiry, complaint, etc.) comes in, and the agent fields it by performing a search. A technical bulletin, written by a product manager and stored on a network drive, comes up in the query results because the knowledge base searches both structured and unstructured knowledge. This very issue has been documented, and a resolution has been built to ensure that an answer can be provided. A wizard pops up and prompts the technical support agent to walk the customer through a setup Read More...
ERP System Manufacturing of Pharmaceutical and Botanical Products
A U.S.-based biotechnology company was looking for a fully integrated enterprise resource planning (ERP) solution to replace its underused and overly complex legacy system. The new system would ...
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Documents related to » complaint logging


10 Steps to Continuous Compliance: Putting in Place an Enterprise-wide Compliance Strategy
Understanding the full scope of risk in today’s complex business environment is a must for achieving compliance with governmental mandates and industry

complaint logging  to stay secure and complaint while enhancing business performance. The need to address compliance as a business issue is underscored by the myriad pressures businesses face today: political, regulatory, technology, business, economic and geographic pressures. Public policy and foreign relations come into play, as does the need to meet regulations of multiple jurisdictions. Business relationships are complex and businesses operate in extended, sometimes restrictive environments. The trend toward Read More...
Check Point Leads Firewall Market
With a workforce of 800+ employees, Check Point continues to see record revenues selling firewall and related information security solutions.

complaint logging  to implement. A common complaint among expert security professionals is that Check Point's documentation is hard to follow, and is not as straightforward as it could be. Further, engaging Check Point's customer support for product implementations is difficult and expensive. Another advantage that AXENT has over Check Point is that Raptor interoperates with HP OpenView, a widely used network management station. This means that in Network Operation Centers (NOCs) at service provider locations, if they are Read More...
Telco Charged with Trickery on Technology
Bell Atlantic is charged with failing to fulfill promises to bring DSL and other high-speed Internet access to the home.

complaint logging  development, soon after the complaint was filed Bell Atlantic announced a new do-it-yourself DSL service for consumers. Market Impact According to Brennan, while the complaint largely deals with consumer issues, for Internet businesses who would, if the promises had been kept, now have affordable, reliable high speed access to the home market, the cost of the lost opportunity is immeasurable. According to Kushnick the actions alleged against Bell Atlantic represent only a sample of the overcharging Read More...
The Future of SOA-based Applications and Infrastructure
The ultimate winner in the SOA market will have to provide industry-specific solutions solving essential problems that others cannot. Focus must move away from

complaint logging  Future of SOA-based Applications and Infrastructure The Future For the Big Few vendors (primarily Oracle , SAP , and IBM) focusing on the technology lock-in of users will inevitably have to be replaced by focusing on delivering the best solution for the customer, even if it means using some components from competitors. The ultimate winner in the market will have to provide industry-specific solutions that solve essential problems that others cannot: deep domain experience coupled with industry-specific Read More...
May a New Day Begin for Mature Enterprise Applications - Part 2
Part 1 of this blog series outlined the trend of enterprise applications vendors’ attempts to win their users’ hearts and minds (as well as wallets) via more

complaint logging  a New Day Begin for Mature Enterprise Applications - Part 2 Part 1 of this blog series outlined the trend of enterprise applications vendors’ attempts to win their users’ hearts and minds (as well as wallets) via more intuitive and appealing user interface (UI ) and user experience (UX ) design. What that means is that users can now more quickly obtain all of the relevant information they need in a personalized way, with drill-downs and other slick navigational Web 2.0 gadgets. For users, Read More...
Identity-based NAC: Using Identity to Put the “Control” in Network Access Control
Access control is more than just checking devices for malware before admitting them to a network. Identity-based network access control (NAC) looks at the

complaint logging  based NAC: Using Identity to Put the “Control” in Network Access Control Identity-Driven Access Gateways manufactured by Caymas Systems allow organizations to identify, authorize, protect and audit everyone that accesses corporate data and applications.Caymas Systems was founded in 2002 by Terence Brown and Robert Bortolotto, and ceased its operations in late 2007. Source: Caymas Systems Resources Related to Identity-based NAC: Using Identity to Put the Control in Network Access Control : Read More...
Integrated Security: A New Network Approach
The challenge is to ensure that the right people gain access and the wrong people do not, making the role of information security even more critical to enabling

complaint logging   Read More...
Marketing Automation: Coming of Age Slowly
Marketing is possibly the only remaining major business function yet to revise its core processes to take advantage of IT that can cut time, costs, and improve

complaint logging  through to enquiry and complaint management. All of these steps have to be executed well without exception, since otherwise, the customer will end up on a competitor's list of customers. The 64,000-dollar question is how all business processes work together. In the electronic world, the degree of flexibility and efficiency of collaborative processes relating to the customer life cycle, product life cycle, and service life cycle, to name but a few, will be a big determinant of losers and winners. To Read More...
Oracle Further Orchestrates Its SOA Forays Part Six: Weaknesses and User Recommendations
Time will tell whether Oracle's vocal endorsement of open technologies such as J2EE and BPEL will allow customers to readily adopt solutions that fit their

complaint logging  Further Orchestrates Its SOA Forays Part Six: Weaknesses and User Recommendations Weaknesses Oracle Corporation (NASDAQ: ORCL) has a stalwart application server and database. Its database is a major platform within the SAP and PeopleSoft install base and its back-office applications are also well respected in certain vertical markets. Moreover, Oracle is enjoying a 57 percent increase in application sales in its most recent quarter. Yet despite these accomplishments, its applications business is Read More...
The Art, Science & Software Behind (Optimal) Retail Pricing - Part 5
Part 1 of this series expanded on some of TEC’s earlier articles about companies’ need for better pricing management and optimization practices. This series

complaint logging  Art, Science & Software Behind (Optimal) Retail Pricing - Part 5 Part 1 of this series  expanded on some of TEC ’s earlier articles about companies’ need for better pricing management and optimization practices. This series, which focuses on the complexity of  pricing  and  promotions  in  retailing , was  inspired by JDA Software ’s recent “edu-nouncement” on leading retailers consumer-centric pricing and promotions strategies , and  by Revionics’ recent (and still ongoing) Read More...
Evaluating the Total Cost of Network Ownership
The upfront expenses of a network comprise only 19% of the total cost. The remaining 81% can sneak up on bank management, often unaware of some subtle TCO

complaint logging  support is a leading complaint among computer users in banks and elsewhere. An efficient Help Desk will reduce the TCO and frustration at the same time. Some ways to facilitate efficiency are to: Implement a single phone number for all end users. Have lower-level technicians or a call coordinator answer the Help Desk calls. Install Help Desk software. (The benefits of a well-run Help Desk will spread throughout the operation.) Track all calls and solutions using specialized software. Take action on Read More...
Taming the SOA Beast - Part 1
Certainly, I admit to not being a programmer or a techie expert (not to use somewhat derogatory words like “geek” or “nerd”) per se. Still, my engineering

complaint logging  the SOA Beast - Part 1 Certainly, I admit to not being a programmer or a techie expert (not to use somewhat derogatory words like “geek” or “nerd”) per se. Still, my engineering background and years of experience as a functional consultant should suffice for understanding the advantages and possible perils of service oriented architecture (SOA). On one hand, SOA’s advantages of flexibility (agility), components’ reusability and standards-based interoperability have been well publicized . Read More...
Understanding SOA, Web Services, BPM, and BPEL Part Two: BPEL and User Recommendations
In a somewhat simplified language, while Web services allow applications to easily exchange and reuse information, it is only when they are orchestrated

complaint logging  SOA, Web Services, BPM, and BPEL Part Two: BPEL and User Recommendations Web Services Orchestration Increasing demand-driven responsiveness towards customers' needs requires a well-coordinated set of IT infrastructure components, since it is no longer good enough to purchase disparate pieces and expect them to simply interoperate. The ideal should be a sort of an independent data exchange that would leverage common metadata and processes to create composite functionality derived from existing Read More...
Six Success Factors for Building a Best-run Marketing Organization
To address evolving market demands, companies must take new approaches to marketing activities and integrate all company functions. Customer relationship

complaint logging  levels, and perhaps high complaint levels may be serviced through electronic channels and be encouraged to engage in more self-service in order to contain costs. CUSTOMER VALUE?BASED STRATEGY Offer Channels Service High-value customers Automatic discounts Dedicated sales agent follow-up Premier service level Midvalue customers Free shipping Multichannel interactions Routing to offshore service team Low-value customers Newsletter sign-up E-marketing Self-service Figure 4: Customer Value-Based Strategy for Read More...

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