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Effective Inventory Analysis: the 5 Key Measurements
The white paper effective inventory analysis isolates and walks you through five simple measurements that will help you ensure you are maximizing t...

customer service measurements  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 391. Special Offer Files 2008 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 measurements


How to Choose a Service and Maintenance Application
If you’re not using a service and maintenance application, you may have reached the point where manual systems no longer support the pace of business. Where to

customer service measurements  the quality of your customer service in decline? When your organization gets busier, you have more customers that need your attention, and possibly more services that you're offering. If, as a consequence of the increased activities, orders are getting lost, jobs are going out late, agreements are mishandled, or you're understaffed, then you may need increased automation to help smooth out processes and get on the ball with your customers. Are you having trouble accessing the information you need to make Read More...
How to Measure Customer Satisfaction
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating

customer service measurements  and the Psychology of Customer Satisfaction : People tend to rate service higher when delivered by people they like than by people they don't like. Karten also goes on to describe what one can do to be likable. More often than not, Karten contends, the CSS rating received from the customer represents perceived feedback rather than impartial feedback. This is not to say that companies do not get any value from customer-filled CSR forms. But they must recognize that responses can be emotionally based, Read More...
Reducing Operational Risk of IT Service in Finance
An overview for CIOs of the provision and management of IT services at a level that addresses the risk management issues raised by the Basel Committee's New

customer service measurements  protection, audit trails and customer privacy. Implementing Basel II With Centauri Centauri provides an IT focused solution for the Business Disruption and System Failure events that are described in Basel II. Additionally, it can be integrated with tools that address the security management issues to provide a complete solution to Basel II from an IT operational perspective. Such integration would include retrieving security breach information from a 3rd party tool, as well as integrating with the Read More...
Perfect Orders: Improving Customer Satisfaction and Financial Results
Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact

customer service measurements  Business Processes Improving the customer service metrics will have an impact on profitability. While customer service improvements are vital to success, we need to have a clear understanding of the financial impact. For example, more than one improvement project may be identified, but it may not be practical to undertake more than one project at a time. Will a project increase revenue, or will it require additional expense or increased working capital? Often a project has a variety of impacts. What we Read More...
ITIL Service Support Processes in Record Time
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL

customer service measurements  Service Support Processes in Record Time To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas. Read More...
Service Performance Insight
Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

customer service measurements  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). Read More...
Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a

customer service measurements  the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments is a valuable strategy. Read about how to increase brand equity and retain customers by offering a better experience. Read More...
The Customer as a Strategic Asset
Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are

customer service measurements  Customer as a Strategic Asset Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself. Read More...
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

customer service measurements  the Customer Experience Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More...
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

customer service measurements  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More...
11Ants Customer Response Analyzer
11Ants Customer Response Analyzer is software that allows marketers to target those customers statistically most likely to respond to a marketing offer.

customer service measurements  Customer Response Analyzer 11Ants Customer Response Analyzer is software that allows marketers to target those customers statistically most likely to respond to a marketing offer. 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 measurements  Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Reporting, Telephony Products and Services, Utility Products and Services, CATV Products and Services, IP Products and Services, EBPP Services, Technical Requirements Read More...
A Leader in Service Management Tackles Multidimensional Growth
Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management

customer service measurements  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...

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