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Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

customer service satisfaction survey free template  now a given and customer satisfaction-both internal and external-is more important than ever. Service level management (SLM) has emerged as a requirement for nearly all IT organizations. SLM is the process of managing IT resources from a business perspective. Priorities aligned with business goals are defined and commitments are made to achieve particular service levels using an instrument called the service level agreement (SLA) . Specific service commitments can be many in any given SLA and are called 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 satisfaction survey free template


4 Steps to a Best-run Business
To promote fast growth, small businesses often sacrifice process control for creativity. But sooner or later, unstructured creativity compounded by fast growth

customer service satisfaction survey free template  Deliver the same quality customer service across all channels and geographies. Solicit customers' input in product and program development. Empower customers with self-service and build customer networks to encourage loyalty. Manufacturing supply chain ' lower costs and increase revenue with an efficient, flexible supply chain. Execute adaptable warehouse and manufacturing functions to fit your products and business model. Leverage the integrated processes in your supply chain to differentiate your Read More
Best Practices for Improving Performance in Your Contact Center
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact

customer service satisfaction survey free template  a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term relationships? In this guide, experts share their top 6 best practices for improving contact center performance. Read More
Intuitive Manufacturing Systems Shows Maturity in Adolescent Age Part One: Company Overview
Having reached its first decade of existence, Intuitive Manufacturing Systems, a stealth mid-market ERP provider, has long taken the plunge of rewriting its

customer service satisfaction survey free template  code-based sales cycle, from customer relationship management (CRM) to quoting through order entry, picking, shipping, invoicing, accounts receivable, return materials authorization (RMA), and service and repair, which entails a new slick user interface (UI), faster processing speed, and other above-mentioned benefits of .NET managed code. One of the related enhancements is the ability for every user to set the order entry screen according to the preferences, by simply clicking and dragging fields on and Read More
9 Critical Characteristics to Demand from Your Timesheet Vendor
If you’ve outgrown your paper-based timesheet system, or if you have multiple time collection systems, it gets hard to understand project costs, figure out what

customer service satisfaction survey free template  human. Here’s what a customer had to say: When I call your support line, I get one of your support staff about 75% of the time. If I have to leave a message, my call is returned within 3 to 4 hours. When I send an email to support@journyx.com I get the automated response stating, 'We will respond in 24 hours' but in fact, I typically get a response within 3 to 4 hours. - Scott Steinberg, Senior Business Analyst at Analog Devices (with 1800 users on Journyx Timesheet) Another said, “I work in an Read More
Customer Centricity: The Devil Lies in the Details
The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving

customer service satisfaction survey free template  Centricity: The Devil Lies in the Details The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving business landscape. Its aim is to remove misconceptions and guide you to achieve true customer-centricity. 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 satisfaction survey free template  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
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 satisfaction survey free template  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
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 satisfaction survey free template  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
3 Tips for Integrating Field Service Management Software with ERP
Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service

customer service satisfaction survey free template  Tips for Integrating Field Service Management Software with ERP Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service management system with enterprise resource planning (ERP) software and other operational systems, data warehouses, or data sources. Read More
The Power of Web Self-Service
In this document, we will explore the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We

customer service satisfaction survey free template  it contributes to healthy customer relationships and delivers viable cost savings. We will also address how technology from Epicor Software Corporation, a leader in the CRM space, can help deliver successful self-service. Read More
Salesforce.com Unveils Service Cloud SOS Button for Mobile In-app Support
Salesforce.com recently launched the Salesforce1 Service Cloud SOS feature that aims to revolutionize customer service and support by putting an SOS button

customer service satisfaction survey free template  that aims to revolutionize customer service and support by putting an SOS button (similar to the Amazon Kindle Mayday button) directly inside any mobile app. With new live interactive video support and on-screen guided assistance, companies will be able to deliver instant and personalized customer service within any mobile app.   Last year, salesforce.com introduced a series of Service Cloud solutions including mobile communities, mobile chat, and knowledge base. Salesforce1 Service Cloud, 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 satisfaction survey free template  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
Self Service Business Intelligence
Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical

customer service satisfaction survey free template  Service Business Intelligence Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical and business complexities of identifying data sources, transforming and integrating data sets, enhancing data quality, and providing a data repository are necessarily addressed before a self service BI application is made available. Read this white paper to learn more about how the technical framework and Read More
Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

customer service satisfaction survey free template  Knowledge Base for Improved Customer Support Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather they need to go through a customer Read More

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