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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 training modules free  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

ERP for Services (Non-manufacturing)
Typically, ERP systems designed for services industries offer modules that provide back-office support, customer relationship management, time management, expense management, resource management, a...
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Documents related to » customer service training modules free


Deploying Customer Relationship Management Effectively: Beyond Implementation
A customer relationship management (CRM) solution is now a standard business requirement. With origins as a system for sales teams, CRM has clearly evolved into

customer service training modules free  it would help empower customer service to exceed customer expectations. By mapping out the process, Spinnaker was able to identify additional tools that would help VLSystems fully take advantage of the capabilities of Microsoft CRM. Further, because the process was documented, stakeholders could easily understand how the changes would impact and improve the way they work. I cannot stress enough how valuable Spinnaker's process was in defining our pains, identifying how Microsoft CRM would affect our Read More
How to Cope When Your Service Provider is Acquired
Challenges are aplenty when a vendor is acquired. Financial health is no longer a safe indicator to gauge a vendor's future during this mega merger era. Knowing

customer service training modules free  proposition, like a large customer base or a unique vertical solution, it will become a collected company , owned by one of the Big Few, otherwise, it may face oblivion. If you are a publicly traded vendor and do not want to be acquired, think of some defensive moves that can prevent this fate. Consider going private (possibly through an infusion of private funding), repurchasing your outstanding shares to ensure majority voting power, maintaining only a necessary level of cash, resorting to the poison Read More
Fourth Shift Corporation: Working Overtime To Provide Complete Customer Care
Fourth Shift claims to have grasped the requirements of its target market (SMEs) that wish to acquire most of their business applications from a single source

customer service training modules free  planning & scheduling and customer relationship management applications. In 2000 Fourth Shift teamed with accounting and technology consulting and services firm Grant Thornton to provide an innovative, free Web-based service called BenchmarkReport.com to help manufacturers measure their performance against peers and identify areas of their business that need improvement. Vendor Trajectory and Strategy Fourth Shift has been striving to complete its evolution from a vendor of traditional MRP software to a Read More
A Candid Conversation with a Field Service Workforce Management Leader
ClickSoftware, rooted in field service workforce scheduling and optimization, provides automated workforce management and optimization solutions, on-demand and

customer service training modules free  management (SLM) realm incorporates customer demand forecasting, long- and short-term service capacity planning, shift planning, real-time scheduling, and mobility and location-based services (LBS), as well as ongoing communication with the consumer on the expected arrival time of the service resource. Its Service Optimization Suite of products logically comprises multiple modules to cover all those bases (i.e., ClickSchedule, ClickMobile , ClickPlan , ClickLocate , etc.), and these products can be 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 training modules free  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
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 training modules free  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
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 training modules free  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
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 training modules free  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
Service Differentiation: Your 3-Step Plan
Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with

customer service training modules free  Differentiation: Your 3-Step Plan Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with less, providing service more effectively, and focusing on your unique business processes to outperform your competition. Using this information, you can bring about change and continuous improvement, and differentiate your service from your competition. Read more and find out how. 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 training modules free  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
The Executive Buying Guide to Employee Self-service
Employee self-service (ESS) is an online technology that automates workflow, and allows both employees and managers to view and update human resources (HR) and

customer service training modules free  self-service,guide,HR,management Read More
Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

customer service training modules free  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a Read More
Predictive Service Excellence for Printers: An Overview of Remote Service Platforms for Printer and Copier Devices
Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device

customer service training modules free  relationships that can drive customer loyalty. Read More
Customer Chemistry


customer service training modules free  Chemistry Read More
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