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Creating Media-rich Online Courses for Thousands of Customer-service Employees
When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized

customer service training online free  Courses for Thousands of Customer-service Employees When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized it would need a new content authoring solution to continue meeting its training objectives. The company chose SumTotal ToolBook authoring software to create media-rich online courses integrated with SumTotal Learning Management to deliver training and track results. 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 training online free


Listen and Learn: Improving Operations by Using Customer Feedback
Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of

customer service training online free  Customer Satisfaction Feedback , Customer Service Feedback , Direct Customer Feedback , Effective Customer Feedback , Free Customer Feedback , Get Customer Feedback , Good Customer Feedback , Internal Customer Feedback . Customer service means being aware of needs, problems, fears and aspirations. Numerous studies have shown that the cost to acquire a new customer is five to ten times the amount of retaining an existing customer. And according to several Harvard professors,1 even a 5% improvement in Read More
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 training online free  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
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

customer service training online free  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More
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 training online free  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
We Are All IT Users Now: Managed Service Providers, Software as a Service, and the Management of Remote Devices
The network of devices used for information, security, and daily transactions is now ubiquitous, and everyone now relies on it even if they don’t acknowledge it

customer service training online free  cause widespread disruption, unhappy customers, unproductive employees, and lost business. Ensuring network availability, security, and efficiency is a job for experts who need powerful tools to carry out these tasks. Learn more. 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 training online free  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
SAP Customer Success Story


customer service training online free  Customer Success Story Read More
The Rising Financial Importance of Service
For the Best-in-Class, service is a profit center and a competitive differentiator. As a result, these organizations are yielding soaring financial results

customer service training online free  best-in-class service to their customers. Read More
Merit Training Corporation


customer service training online free   Read More
Internet Trust Marks: Building Confidence and Profit Online
Learn all about trustmarks, and how they boost online sales in Internet Trust Marks: Building Confidence and Profit Online.

customer service training online free  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext.367. Special Offer Files 2012 Read More
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

customer service training online free  should be seeing more customer wins in the area of field service management (FSM). This space is hotly contested by leading vendors such as Click Software, TOA Technology, Oracle, Ventyx (part of ABB ), etc. 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 training online free  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
IFS Field Service Management: Field Service Management (FSM) Competitor Analysis Report


customer service training online free  Field Service Management: Field Service Management (FSM) Competitor Analysis 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 online 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

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