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Knowledge Management: The Core of Service Resolution Management
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management

descriptions of customer service  call center agents' job descriptions should become more interesting and diverse. When this occurs, several of the major barriers to call center agent job satisfaction, such as stress, repetition, and dullness, can be eliminated, thus resulting in greater retention. The customer service representative (CSR) might start to feel like a problem-solver rather than a mere document reader. Agents might also feel more accountable for problem resolution, as they begin to follow problems from start to finish. For 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 » descriptions of customer service


How to Choose a Service and Maintenance Application
If you’re not using a service and maintenance application, you may have reached the point where manual systems no longer support the pace of business. Where to

descriptions of customer service  record fault codes and descriptions on the job? Do you want access to the fault knowledge base from the job? Do you prioritize your jobs? Do you allocate a job status to each job? Do you need to be able to create jobs from previous jobs, quotes, or templates? Do you notify your employee by e-mail about outstanding jobs? Do you want to graphically view job and employee schedules together with resource loading information? Do you track estimated against actuals for quantities, costs, and revenue? What Read More...
Generating Revenue from Service
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business, from Marketing to Service, including

descriptions of customer service  business cards / job descriptions and the like (even down to the cars provided or dress code expected). The customer has been trained to treat them all differently, and more importantly we have trained these individuals to act differently. The assumption is that a salesperson can't service and a serviceperson can't sell. By applying the true concept of a CRM solution, such rigid demarcations do not need to apply. This is shown schematically in Figure 1 where CRM acts as the lens for the customer to focus Read More...
IFS To Be At Customers' (Web) Service
IFS invested heavily in both product development and worldwide growth infrastructure for a few years, now with that infrastructure in place, the company’s

descriptions of customer service  XSD (XML Schema Definition) descriptions detailing its use. IFS Connect can either be used as a stand-alone, handling tasks such as message transformation and enveloping, or with other integration products, as support for Microsoft BizTalk Server and IBM WebSphere MQ is provided as standard functionality. IFS Applications 2002 features a number of other technology and functional enhancements, such as a refined component architecture, which should allow step-by step-implementations for rapid return on Read More...
Social Learning for Field Service Employees
Although learning might be a top priority for companies who rely on field service employees to sustain their operations, ensuring the ongoing training of these

descriptions of customer service  instructions for tasks or descriptions of workflows. Video files (such as webcasts and screencasts) can tackle rendering learning material that includes visual components. For instance, 3D representations of equipment and how to manipulate it can be critical in learning how to avoid damage or errors. Text and image documents such as PDFs, PPTs, etc. typically provide complex depictions of a product or process. Social —Social technology supports informal conversations around content that may not have 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

descriptions of customer service  field service management,integrated field service,field service software,service management data,field service API,service management system,IFS service management Read More...
Wipro Point of View: Changing Nature of the Wealth Management Industry
The slump in the wealth management industry has its roots in the financial crisis in America and Europe. This has led to high-net-worth individuals (HNI

descriptions of customer service  Point of View: Changing Nature of the Wealth Management Industry The slump in the wealth management industry has its roots in the financial crisis in America and Europe. This has led to high-net-worth individuals (HNI) getting increasingly attracted to low risk, low management investments. Dr. Ashok Hegde, Global Head of Financial Services, Business Analyst Practice, Wipro, shares his expertise on the current challenges faced by and opportunities available to wealth managers. Read more. Read More...
Selecting Field Service Management Software
What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help

descriptions of customer service  Field Service Management Software What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help you adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost. Read More...
CRM Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection
Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. Well constructed knowledge bases that are used in a

descriptions of customer service  Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection Mitigating Drawbacks Through The Use Of A Knowledge Base Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. With regard to technology selections, TEC describes a knowledge base as having three components: First , a comprehensive set of functional and technical criteria covering every functional area Read More...
Customer Chemistry


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Understanding Service-oriented Architecture and Its Impact on Small Manufacturers
Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented

descriptions of customer service  Service-oriented Architecture and Its Impact on Small Manufacturers Made2Manage ERP is following the Microsoft development roadmap to execute an SOA initiative. We take advantage of state-of-the-art tools, such as Visual Studio 2005, to develop our SOA architecture. Source : Consona/Made2Manage Systems Resources Related to Understanding Service-oriented Architecture and Its Impact on Small Manufacturers : Service-Oriented Architecture (SOA) (Wikipedia) Understanding Service-oriented Read More...
Customer Relationship Management for IT Professionals
What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and

descriptions of customer service  Relationship Management for IT Professionals Customer Relationship Management for IT Professionals J. Dowling - January 17, 2001 Introduction A satisfying relationship between IT and line of business is maintained through ongoing dialogue that is meaningful to both parties. The discipline of Conversations for Alignment, a title for a simple technique for making and managing commitments, enables such a dialogue. My consulting group and I have done a good deal of research into what makes a strong 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

descriptions of customer service  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 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...
Service Delivery Innovation: Creating Client Value and Enhancing Profitability
The rules for success in today’s fiercely competitive market are constantly changing. Through service delivery innovation, a company can differentiate itself

descriptions of customer service  Delivery Innovation: Creating Client Value and Enhancing Profitability Service Delivery Innovation: Creating Client Value and Enhancing Profitability If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Founded in 1972, SAP has a rich history of innovation and growth as a true industry leader. SAP currently has sales and development locations in more than 50 countries worldwide and is listed on several exchanges, including the 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.

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