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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.
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 customer service job description


17 Rules of the Road for Customer Relationship Management
Customer relationship management (CRM) is more than a product@it’s a philosophy. That’s why, when it comes to CRM systems, it’s important to understand all the

customer service job description  your sales reps and customer service agents need a complete picture of your business's customers to succeed at their jobs, choose CRM. On the other hand, if your business needs a system that provides a snapshot of its customers, but comes with a low total cost of ownership, then a contact management system may be a better fit. 4. CRM solutions are different for midsized companies. Some software companies selling CRM would have you believe that you need to buy what they call an enterprise solution that

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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

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 intallation, maintanance, reparing, and meter reading for industries relying heaviling on equipment. FSM 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 customer satisfaction and equipment performance feedback. To allocate human resources efficiently, workforce management is an integral part of an FSM system. 

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Navigating Between Service Management Scylla & Charybdis - Part 3


Part 1 of this series analyzed the phenomenon of the service economy or the increasing importance of the service sector in industrialized economies. Especially in a sluggish market, the service delivered after the initial sale of a product is what can truly differentiate competitors. The service opportunity is also there, since after-sale service is quite difficult to

customer service job description  This helps to maximize  customer service . While not easy to solve, the idea of the perfect order , or getting the right product to the right place in the right quantity at the right time, has been enabled by many  supply chain management (SCM)  solution providers. Technology, and particularly smart software that uses appropriate algorithms to make efficient decisions, is used in the background to help manage this difficult challenge. Many articles at TEC (and elsewhere) have focused on those Read More

Customer Relationship Management Strategies Part Two: Creating Your Strategy


CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality products and services. However, you first must be prepared to overcome lack of requirements, combat scope creep, and compensate for lack of skills.

customer service job description  with not just monitoring customer data, but they are also responsible for establishing standards and procedures for maintaining data quality throughout the organization. These stewards must incorporate all departments and divisions in their total DQM strategy, recognizing that each have special needs, limitations, and challenges. Systems must also be considered. If an application has certain data requirements, such as data length, formats, or fixed elements, policies for collecting, cleansing, or Read More

ViryaNet G4 Is Now a TEC Certified Field Service Management Solution


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customer service job description  the queues of different customer service representatives (CSRs) and helps populate the work order request with the correct customer information.   Work requests can be created under contracts and linked to warranties, service-level agreements (SLAs), etc. or they can stand alone. Additionally, the system allows companies to define work types to organize the requests that it receives from its customers. In so doing, the system can give an estimate of the required time and resources needed by each job Read More

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customer service job description  ability to control its customer base business and deny other vendors' access to it, and the ability to sell above and around the CIOs should help IBM continue to win outsourcing deals and likely further fuel growth and gain more channel control. IGS should also boast a complete service, including consulting, system integration, applications management, and Business Process Outsourcing (BPO). Consequently, this merger will have far-reaching consequences down the track. It ups the ante for IBM's Read More

Predictive Service Excellence for Printers: An Overview of Remote Service Platforms for Printer and Copier Devices


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customer service job description  relationships that can drive customer loyalty. Read More

IT Service Management-A Road Map for Success


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customer service job description  Service Management-A Road Map for Success Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service improvement strategy. To be successful, businesses must start by building a custom road map. Read about how focusing on long-term, strategic objectives—including a realized return on investment (ROI)—can greatly improve your IT service delivery and support. Read More

Using Service Management Software to Enhance the Customer Experience


These days, high quality is a customer expectation; product features and related service become competitive differentiators. So how can service management software for field service and for depot repair be leveraged to drive up customer satisfaction levels, increase sales of service offerings, and thereby drive revenue and margin? Read this whitepaper to learn more, with a special emphasis on some of the new and emerging technologies that best-in-class companies will adopt in the months to come.

customer service job description  leveraged to drive up customer satisfaction levels, increase sales of service offerings, and thereby drive revenue and margin? Read this whitepaper to learn more, with a special emphasis on some of the new and emerging technologies that best-in-class companies will adopt in the months to come. 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 business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer experience—down to the individual customer level.  

customer service job description  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 business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More

Evaluating Cloud-Based ERP for Professional Service Organizations


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customer service job description  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext.367. Read More

Customer Advocacy Part I: Creating the Business Case for Customer-centric Companies With Fanatical Customer Advocates


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customer service job description  Customer-centric Companies With Fanatical Customer Advocates The new focus for business leaders is customer advocacy, soon to become the most important strategic initiative for cutting-edge, forward-thinking companies. A crucial department in the company is thus the customer contact center, as it plays a pinnacle role in branding, corporate image, and customer lifetime value. Adopting a customer-centric culture has a direct impact on corporate financial viability. Read More

A Leader in Service Management Tackles Multidimensional Growth


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customer service job description  higher-touch channels, such as customer service representative (CSR) or field service technician. This way, companies can derive a 150 percent higher revenue contribution from service. Service Issue Resolution , which includes the Service Knowledge, Service Content, and Remote Service (NextNine) modules. Typically, a service worker spends 90 minutes troubleshooting an unforeseen problem with a newly introduced product. With codified issue resolution processes supported by machine fault code analysis, Read More

Top Software for Service Companies


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customer service job description  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. Read More

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customer service job description  talent, talent management, hiring, Oracle HCM, HCM Oracle, talent Oracle, Oracle talent, recruiting, recruitment, Oracle, staffing, SaaS HR, HR SaaS, Facebook, Twitter, social recruit, social networks Read More

Identify and Leverage Your Existing Service Life Cycles


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customer service job description  Field Service Management | Customer Service and Support | Business Service Management | Service Management Operations | Providers of IT Services | Relationship with Customers | Solutions by Service Lifecycle | Service Management White Paper | Serice Life Cycle White Papers | End-to-end Service Lifecycle Management | Service Strategy | IT Professionals | Customer Service Management Software | Service Management Governance | Process Automation Engine | Process-oriented Approach | Service Management Read More