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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 resources  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...
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 r...
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Documents related to » customer service resources


Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

customer service resources  enough attention to key customer service processes and performance measurement changes. Service companies have been realizing more and more lately that there is a need to properly evaluate their customer-facing processes and to provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can these companies increase customer satisfaction and generate new business opportunities. The integrated CRM and call Read More...
Recession? Steal Market Share by Increasing Customer Service!
During a recession, don’t follow the cost-cutting crowd. Of course, be frugal, but in areas that don’t touch the customer. Forget what everyone else is doing

customer service resources  Increasing Customer Service! : Customer Service (Wikipedia) Recession? Steal Market Share by Increasing Customer Service! Customer Services is also known as : Customer Service Account , Customer Service Articles , Customer Service Business , Customer Service Call Center , Customer Service Center , Customer Service Communication , Customer Service Companies , Customer Service Complaints , Customer Service Courses , Customer Service Definition , Customer Service Department , Customer Service Examples , Read More...
Software as a Service beyond Customer Relationship Management and Sales
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS). Vendors such as WebEx, Webcom

customer service resources  Financial, tax, procurement, and customer service management have also followed suit. Companies are choosing to promote SaaS-based strategic sourcing and procurement applications ahead of well-publicized CRM deployments for a number of reasons, including, globalization, Web-based collaboration, manufacturing outsourcing in far-flung regions, and distributed order management (DOM). Quiet SaaS Leaders Given this focus on information and collaboration, WebEx may very well be a leader in SaaS. Many of us Read More...
Case Study: VAI Improves Customer Service with Business Portal
Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail

customer service resources  Study: VAI Improves Customer Service with Business Portal Case Study: VAI Improves Customer Service with Business Portal If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VAI is an award winning software developer and an IBM Premier Business Partner. Founded in 1978, VAI is headquartered in Long Island, New York, with branch offices in Florida, California and Illinois. In conjunction with IBM, the company designs customer driven Read More...
Human Resources for Small to Medium Businesses
When small to medium businesses shop around for a human resources (HR) solution, their main considerations are whether to go for a hosted or non-hosted solution

customer service resources  annually. This is because customers are essentially purchasing a software license for each computer terminal. The internal IT staff must perform all equipment and software maintenance. The IT staff is also responsible for providing such support and system maintenance as daily backups, security scans, and patches (software upgrades). Non-hosted applications are not necessarily safer in terms of data security; it all depends on the security precautions enabled by the internal IT staff. It is possible that Read More...
Sky Field Service Management Certification Report
Sky by FieldOne is now TEC Certified for online evaluation of field service management (FSM) solutions in the Enterprise Resource Planning (ERP) and Customer

customer service resources  Resource Planning (ERP) and Customer Relationship Management (CRM) Evaluation Centers. Certification ensures that FieldOne has demonstrated Sky's support for specific real-world business processes chosen by TEC analysts, and that TEC analysts have analytically and comparatively reviewed research questionnaire data about Sky against known benchmarks. What differentiates Sky from other FSM products is that it is not a proprietary solution and therefore it allows clients who have expertise in Microsoft Read More...
7 Ways Service Culture Can Drive Revenue
Every field service manager and executive strives for the same goal: delight customers while increasing profits. But achieving this holy grail of field service

customer service resources  the same goal: delight customers while increasing profits. But achieving this holy grail of field service often proves elusive. Why? Because service companies often take a tactical perspective to solving issues while ignoring cultural changes that are equally important. Know 7 ways to build a strong culture in your service business so you can achieve your business goal. 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

customer service resources  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...
Optimal Service-parts Management
Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries,

customer service resources  and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. Read More...
Unicorn HRO iCON 9.1 for Human Resources Certification Report
Unicorn HRO iCON 9.1 is TEC Certified for online evaluation of human resources solutions in the Human Capital Management (HCM) Evaluation Center. The

customer service resources  human resources,hr,hr software,hr system,what is human resources,human resource software,hris,human resources management,human resources definition,human resources software,hrm,hr resources,hr development,hrsdc,human resource 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 resources  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...
Service Network Optimization: Achieving Success in Field Service
Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently

customer service resources  Network Optimization: Achieving Success in Field Service Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently, which can lead to a complete inability to manage business. However, the Service Network Optimization (SNO) model from ServicePower is a set of service offerings and technology designed to help service organizations make the right decisions. Read More...
Web Self-Service
This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on

customer service resources  customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service is tied to the big picture of customer relationship management (CRM). Read More...
4 Steps to Choosing the Right Device for Field Service Mobility
Choosing the right device for field service management needs is not easy. This white paper will guide you through the different factors, including your

customer service resources  technology outlook, how a customer’s perceptions of you might be affected by the device, and how the hardware features make your employees more efficient. Know the four steps to consider for choosing the right device for your field service mobility needs. Read More...

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