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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

free online customer service courses  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 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 » free online customer service courses


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

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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

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ITIL Foundation Fasttrack-The Way You Want It!
The case company is rolling out new professional service concepts, addressing the customer need for services fitting the information technology infrastructure

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St. Marys Paper Ltd.: Customer Profile
St. Marys Paper Ltd. is a pulp and paper mill located in Sault Ste. Marie, Ontario (Canada). In 1989, it implemented a CHAMPS computerized maintenance

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Service-oriented Architecture-Savior or Nemesis?
Managed well, service-oriented architecture (SOA) offers a tremendous opportunity to make positive changes and lay a foundation that will allow IT to become

free online customer service courses  quote is from the free online encyclopedia Wikepedia, a resource that is used and read not only by technical IT staff, but by everybody, including business clients: “SOA can help businesses respond more quickly and cost-effectively to the changing market conditions…It also makes interconnection of existing IT assets trivial.” Although current hype is mostly about its promise, SOA will deliver several real benefits to both IT and business when done right. It will lead to a simplified architecture Read More
The State of Service Management
This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a

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Enterprises May Be Overlooking Profits from After-sales Service
If service parts and service personnel management are well managed, manufacturers can significantly improve their profits from service operations. This will

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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

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The ROI of Software as a Service
Many firms see software as a service (SaaS) as having a cost advantage over on-premise in the short run due to its quick implementation times and pay-as-you-go

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Moving to Self-Service Business Intelligence
Learn how in the Forrester report Why and How Enterprises are Moving to Self-service Business Intelligence.

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Is Your Customer Strategy Aligned with Customer Experience
As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based

free online customer service courses   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

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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

free online customer service courses  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 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 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

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