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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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Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 customer service representative performance evaluation


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 representative performance evaluation  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

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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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Documents related to » customer service representative performance evaluation

Identify and Leverage Your Existing Service Life Cycles


Service management has become critical for today’s organizations. To remain competitive, businesses need more appropriate services to support their customers, suppliers, and business partners. Discover how “service cycles” have evolved since the 1990s, learn how to make hidden service life cycles visible, and find out how, once they are visible, they can help you improve services and align IT with business objectives.

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ViryaNet G4 Is Now a TEC Certified Field Service Management Solution


Technology Evaluation Centers (TEC) is pleased to announce that ViryaNet G4 is now a field service management (FSM) certified solution. ViryaNet G4 is a field service management role-based solution which covers the full spectrum of service management, from creating work to planning, scheduling, and dispatch, and execution in the field. To achieve TEC Certification, ViryaNet completed TEC’s detailed questionnaire and delivered a comprehensive product demonstration.

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Transforming Performance Management in an SAP Environment: Considerations for Finance


Finance professionals who plan, budget, and forecast in an SAP environment always need to drive additional value from their SAP solutions. One of the most pressing challenges is extending SAP functionality with a planning, budgeting, and forecasting solution that offers critical modeling and analytic capabilities for improved financial performance management. Learn how a business intelligence (BI) solution can help.

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Service Productization


Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel, collateral, methodologies, pricing, facilities, or other attributes. Automation tools like enterprise service automation, database, and project management tools serve as enablers to service productization. By associating tangible features with intangible services, the professional services firm can build client confidence.

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Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?


In the past, enterprise resource planning (ERP) initiatives were far too costly for smaller organizations to consider. However, a trend has recently emerged where software vendors are now offering software-as-a-service business models for ERP implementation to even the smallest organizations.

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The Forrester Wave: Business Performance Solutions, Q4 2009


Business performance management (BPM) is a set of processes, frameworks, and systems for planning, measuring, communicating, and monitoring business results. In July 2009, Forrester conducted evaluations of 10 business performance solutions (BPS) vendors: Board International, Clarity Systems, Host Analytics, IBM Cognos, Infor, Longview Solutions, Oracle, SAP, SAS Institute, and Tagetik. Find out what they learned.

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deFacto Performance Management


The deFacto Performance Management product is a business performance management (BPM) solution that provides the tools and capabilities needed for business managers to quickly and easily model a business operation, design a performance-optimized operating plan based on that model, then monitor and manage that plan to the company’s strategic goals. Any business user with no technical knowledge or training can use deFacto’s Business Modeler to automatically build a high performance, multidimensional data model that reflects all of the financial attributes of any business operation. By applying deFacto’s what-if analysis and forecasting capabilities to that model, a business user can create a financial operating plan designed to optimize the financial performance of the business operations and consolidate data from any number of data sources. Then, using deFacto’s budgeting, analysis, reporting and dashboard capabilities, managers can, in real time, monitor and manage the operating plan and model so that it meets the business unit’s financial and operational goals. deFacto uses Excel and Web technologies as its primary user interfaces. It connects business users located anywhere to their company’s shared, high-performance SQLServer data warehouse hosted in a private or public cloud environment. It comes with prebuilt components for fast, easy, and cost-effective deployment.

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SAP Field Service


SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and execute service orders. SAP Field Service is part of SAP Service Management, which offers functionality for service order management, installed-base management, warranty and claim management, parts logistics integration, and mobility. Analytics and big data features are also delivered by SAP to extend its core field service offering. Workforce scheduling and optimization allows users to allocate resources and optimize planning based on factors such as skills, location, customer preferences, and service commitments (as defined by contracts and SLAs). Using optimized schedules and automated processes, dispatchers can decide the most suitable resources for each task. SAP delivers its field service solution particularly to the high-tech, utilities, and industrial manufacturing industries. The solution can be delivered both on premises and in the cloud.

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J2EE/Java EE Performance


This white paper looks at ways to increase system performance without touching the code, and to formulate a strategy for adopting best practices provided by Apache, Red Hat JBoss, Sun JDK, and various other distributed components.

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Sales Performance Management (SPM) for Dummies


Sales Performance Management for Dummies is designed to help you understand the process and meet the challenges of sales performance management (SPM). This book can help you understand the importance of SPM, key components of an SPM system, and the guidelines to evaluate the best SPM solution that fits your organization's needs.

Topics include:
  • Chapter 1: What you need to know about SPM
  • Chapter 2: Seeing the benefits of SPM solution
  • Chapter 3: Ten things to look for in an SPM solution
Download your copy now!

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