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Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

customer service newsletter  Knowledge Base to Improve Customer Interactions If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VSS works effectively when it is integrated with the overall service strategy, encompassing not only web self-service, but also assisted (i.e., e-mail, chat) and full-service (i.e., agent) strategies. Consumers desire to interact in multiple ways when dealing with enterprises. Therefore, VSS implementations must integrate all possible 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 newsletter


YOur CRM Solution in Our 2011 CRM Buyer's Guide
Find out about listing andsponsorship options. To learn more aboutsponsorship opportunities, please complete this brief questionnaire or contact us...

customer service newsletter  with the 2011 TEC Customer Relationship Management (CRM) Buyer's Guide*. Don't miss this unique opportunity to reach our large, targeted IT audience Promoted to more than a million TEC members and newsletter subscribers—and sent to thousands of qualified companies that have evaluated CRM software on the TEC site in the last 12 months—being in the TEC CRM Buyer's Guide may be your best way to develop new business in 2011. (Apply for listing here ) Showcase your solution(s) in this essential CRM guide, Read More
Regional, Customer-Driven Management Consulting Firm Strengthens Business with Global Solutions
NouvEON Technology Partners and Technology Evaluations Centers (TEC) announce the launch of a new alliance designed to deliver impartial, analyst-vetted

customer service newsletter  Sales at TEC. “The customer proposition is better, easy-to-use, detailed and quantified analysis, delivered in less time than alternative methods. It’s truly a 'think globally, act locally' scenario which benefits both companies and most importantly, the customer.” Service providers will apply TEC's knowledge base of detailed current data about hundreds of software products and vendors, and its break-away eBestMatch decision support tools to analyze vendor and product data. This will allow Read More
Managing Customer Returns and RMAs
There are common and unique variations to returned material authorizations (RMAs) that can compound a company’s enterprise resource planning (ERP) system

customer service newsletter  In some cases, the customer may have a service agreement for maintaining or repairing products, and for performing these services on site or at a repair facility. The combinations of RMA variations within a company can result in very complex business processes. For firms using an ERP software package, the key issue is whether the package can handle the needed variations while still providing simple straightforward solution approaches. The second part of this article, which will appear in the next Read More
Choosing the Right Service Provider through TEC Accreditation
Last year, Technology Evaluation Centers (TEC) introduced its Accreditation Program to provide software buyers with insight into the quality of implementation

customer service newsletter  Through a series of customer reference checks, we examine these areas for service providers that participate in TEC’s Accreditation Program. We then write a concise report highlighting the strengths and weaknesses of the provider’s services for a particular software type, industry, or business area. Quality of Service—Why Is It So Important? Software selection is often a cumbersome, time-consuming, and costly process. With all the time, effort, and resources that IT decision makers pour into a Read More
Industry Analysts on Field Service Mobility Trends
P.J. Jakovljevic and other analysts discuss the impact of mobility on field service management.

customer service newsletter  Analysts on Field Service Mobility Trends Everything is mobile, and mobile is everything. In a new video from ClickSoftware, several industry analysts, including TEC's P.J. Jakovljevic, discuss the impact of mobility on field service management. Read More
IFS Field Service Management
IFS Service Management is recognized as a best-of-breed software application for companies managing a field service workforce. It includes everything service

customer service newsletter  field service lifecycle from customer relationship management (CRM), scheduling, and mobile service, to contract pricing, warranty repair, and parts management. Available extensions include schedule optimization for large field service workforces and enterprise functionality from IFS Applications including maintenance repair and overhaul (MRO). Read More
Market Landscape Report: Field Service Management
If you have a mobile, customer-facing workforce, you need field service management (FSM) software. An FSM solution provides essential functionality—from

customer service newsletter  work order management, to customer engagement—that’s missing from most ERP and CRM systems. Get a comprehensive overview of the FSM space, and learn about key functionality, major vendors, and the latest market trends in this market landscape report. Read More
Comarch Field Service Management
Comarch Field Service Management (FSM) system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is

customer service newsletter  Field Service Management Comarch Field Service Management (FSM) system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is achieved by selecting the most suitable resources for each task, as well as accounting for scheduling issues. The decision is made taking into consideration modifiable and adjustable ratings, according to a company’s unique business model. Comarch FSM helps take service management to the next level through the Read More
Understanding Service-oriented Architecture and Its Impact on Small Manufacturers
Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented

customer service newsletter  data and provide automated customer service information to keep their customers happy. By using technology that ties in with their customers’ business operations, small manufacturers can lock in key relationships. Without a common way to share data across the enterprise and with their partners, small manufacturers are incurring costs to maintain redundant internal systems and participate in electronic data exchange networks. Figure 1. Summarizing the SOA Development Process To define SOA, it is useful Read More
Transform Your Service Organization into a Performance-driven Leader
Performance management is key in service optimization. Without the ability to measure the business value of your actions, you are essentially driving blind, not

customer service newsletter  Your Service Organization into a Performance-driven Leader Performance management is key in service optimization. Without the ability to measure the business value of your actions, you are essentially driving blind, not knowing whether your decisions are taking you in the right direction. Measurement, however, is only as useful as your ability to translate it into action. See how to enact change throughout your organization via the agility of your solution and the processes to tie everything Read More
Service Delivery Innovation: Creating Client Value and Enhancing Profitability
The rules for success in today’s fiercely competitive market are constantly changing. Through service delivery innovation, a company can differentiate itself

customer service newsletter  Networks: Leading Your Company, Customers, and Partners in the Hyper-Connected Economy. Matthew Horenkamp, Industry Principal, Professional Services, SAP America Inc., has over 12 years of experience in software, consulting, and high-tech organizations. During this time, he has defined and delivered value-added business solutions for consult ing, IT services, outsourcing, legal, and staffing firms. Mr. Horenkamp holds an MBA from Georgetown University and a BA in international business from Gettysburg Read More
Top Software for Service Companies
For your own customized comparison reports, select a category below:ERP for Service Companies. Professional Services Automation Human Resource Man...

customer service newsletter  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. Special Offer Files 2010 Read More
Giving Service Companies a Fast Start
But, there are ways you can succeed, and you can find out about them in the sap white paper, giving service companies a fast start.

customer service newsletter  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. Special Offer Files 2009 Read More
A Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet
With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort

customer service newsletter  Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort based on the specific priorities that speak to it. In this analysis, we will review each of these benefits, outlining the range of advantages and concrete ROI. Regardless of a company’s priorities, this multi-layer list of benefits makes the decision a Read More

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