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Creating Media-rich Online Courses for Thousands of Customer-service Employees
When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized

customer service free training online  Courses for Thousands of Customer-service Employees When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized it would need a new content authoring solution to continue meeting its training objectives. The company chose SumTotal ToolBook authoring software to create media-rich online courses integrated with SumTotal Learning Management to deliver training and track results. 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 » customer service free training online


St. Marys Paper Ltd.: Customer Profile
St. Marys Paper Ltd. is a pulp and paper mill located in Sault Ste. Marie, Ontario (Canada). In 1989, it implemented a CHAMPS computerized maintenance

customer service free training online  St. Marys Paper Ltd.: Customer Profile Maintenance System is also known as : Advanced Maintenance Systems , Based Maintenance System , Best System Maintenance , Best System Maintenance Program , Best System Maintenance Software , Collection System Maintenance , Computer System Maintenance Software , Concrete Maintenance Systems , Creative Maintenance Systems , Diversified Maintenance System , Doing System Maintenance , Electronic Maintenance System , Equipment Maintenance System , File Maintenance System Read More
Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer Dashboards
A service business should be managed and measured based on the maturity of the business and the specific requirements of its customers. To take this approach

customer service free training online  These companies recognize that customer service innovation is a way to differentiate themselves from the pack. An emphasis is placed on introducing new offerings – both enhanced product-services and new value-added managed and professional services. Comprehensively understanding customer processes and total cost-of-ownership are fundamental. Front-office processes – services marketing, services sales and pricing – gain more internal mindshare. Executive leadership appreciates the ability of the Read More
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

customer service free training online  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More
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

customer service free training online  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer Read More
The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider

customer service free training online  service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their 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

customer service free training online  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. Read More
The Rising Financial Importance of Service
For the Best-in-Class, service is a profit center and a competitive differentiator. As a result, these organizations are yielding soaring financial results

customer service free training online  best-in-class service to their customers. Read More
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial

customer service free training online  Billing RFI/RFP Template The Customer Care & Billing RFI/RFP Template lists and describes 2473 features and functions found in Customer Care & Billing software solutions. This Customer Care and Billing (CC&B) Template can help you save time, control costs, and communicate clearly with vendors at nearly every stage of your Customer Care & Billing software selection projects. Features and functions included in this Customer Care and Billing (CC&B) Template: General Requirements Mediation Provisioning Sales Read More
Smarter Customer Service with IBM Business Analytics
With IBM Business Analytics for Customer Service, you can grow revenue by building better relationships with your customers.

customer service free training online  Customer Service with IBM Business Analytics Read More
Customer Analytics in the Age of Social Media
This TDWI Best Practices Report examines organizations’ current practices and future plans for customer analytics technology implementations, with a special

customer service free training online  and future plans for customer analytics technology implementations, with a special focus on how organizations are adapting to the knowledge potential as well as challenges of social media networks. The report offers recommendations for achieving greater return on investment (ROI) from customer analytics processes. Read More
Customer Chemistry


customer service free training online  Chemistry Read More
DSL Ltd. Selects IFS for Service Management
DSL Ltd., a Canadian commercial food service and restaurant equipment distributor and service provider has chosen IFS Field Service Management and IFS Mobile

customer service free training online  reducing expenses, and optimize customer equipment maintenance.   IFS’ solutions will replace an enterprise resource planning (ERP) system that provided work order management and a custom BlackBerry-based mobile application. DSL staff will now be accessing the following IFS capabilities on Android smartphones instead: contact center, inventory and logistics, repair center, dynamic scheduling and optimized dispatch, contract and warranties, and a collaborative portal.   Headquartered in Alberta, Read More
Internet Trust Marks: Building Confidence and Profit Online
Learn all about trustmarks, and how they boost online sales in Internet Trust Marks: Building Confidence and Profit Online.

customer service free training online  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext.367. Read More
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the

customer service free training online  workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather Read More

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