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Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values

experience customer service  CEM. The term? Customer experience management . To be sure, the underlying idea is attractive. There is certainly value in a positive customer experience, and it's worth exploring the many ways in which one might design, optimize, and support this practice. Who's against giving customers a memorable and meaningful experience? Sounds a lot like customer relationship management (CRM) all over again. Look, I am a total pragmatist. While I have made my career as a professional consultant, I'm about as far 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 » experience customer service


How to Achieve a Great--and Profitable--Customer Experience
Learn how to deliver superior customer service in How to Achieve a Great and Profitable Customer Experience.

experience customer service  Achieve a Great—and Profitable—Customer Experience today.   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 2011 Read More...
The Intelligent Customer Experience Life Cycle
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its

experience customer service  Intelligent Customer Experience Life Cycle Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing sales and service as independent challenges—solved by using disconnected software packages—an integrated solution that accelerates the total life cycle may be the answer. 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

experience customer service  to deliver a customer experience that is cost efficient and customer effective; that delivers short-term cost reductions and creates long-term enterprise value; that improves overall service quality and allows for special treatment to be conferred upon the most important customers. As you embark on your self-service business case—or are looking to enhance the value of an existing self-service investment—strike the balance between cost efficiency and customer effectiveness and you’ll do more than Read More...
Vertical Solutions Partners with CallCopy to Enhance Customer Experience and Field Service Management Platform
CallCopy and Vertical Solutions today announced a new partnership, agreeing to integrate CallCopy's cc:Discover Call Recording and Workforce Optimization suite

experience customer service  CallCopy to Enhance Customer Experience and Field Service Management Platform CallCopy and Vertical Solutions today announced a new partnership , agreeing to integrate CallCopy's cc:Discover Call Recording and Workforce Optimization suite with Vertical Solutions' cloud-based VServiceManagement and VContactCenter. Vertical Solutions is known for its field service management platform to which it has added the capability to create a library of customer interaction records. As a result, customers and Read More...
Service Performance Insight
Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

experience customer service   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.

experience customer service  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...
The Talent Management Experience Series-New Roles and Expectations for Systems: Part 3-The Employee Experience
Employees should be seen as active participants in an organization’s talent management strategy. To be effective, employees must have the opportunity to

experience customer service  Talent Management Experience Series-New Roles and Expectations for Systems: Part 3-The Employee Experience Employees should be seen as active participants in an organization’s talent management strategy. To be effective, employees must have the opportunity to contribute, the information and tools to communicate, and the support of managers and business leaders. Human resources (HR) practitioners must take the time to understand employees’ needs, and design processes and technology solutions to keep 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

experience customer service  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 (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 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,

experience customer service  Service-parts Management Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries, are pursuing the service- and spare-parts market for revenue 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...
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

experience customer service  field service management,FSM software,field service culture,field service company executives,field service revenue goals,field service business success,ServiceMax Read More...
The Talent Management Experience Series-New Roles and Expectations for Systems: Part 2-Business Leader Experience
Effective talent management has become mission-critical to business success. A high-impact talent management strategy is led by the chief executive officer (CEO

experience customer service  Talent Management Experience Series-New Roles and Expectations for Systems: Part 2-Business Leader Experience Effective talent management has become mission-critical to business success. A high-impact talent management strategy is led by the chief executive officer (CEO) and senior business leaders, not by human resources (HR) alone. For business leaders to be effective in their roles, HR practitioners play a critical role in offering strategic guidance, initiative support, and information-rich tool Read More...
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

experience customer service  oriented Banking and Account Origination A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More...

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