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Call Center Protocols: Getting Problems Solved!
Customer support agents (CSAs) are the first line of support for the client when a problem arises. If a level-1 CSA has tried all introductory problem-solving

helpdesk knowledge base  status. However, the on-call helpdesk manager had to be notified immediately, and he would personally assign the appropriate technician to resolve the problem ASAP. Severity 4 • how-to questions This ticket could take up to a couple of days to resolve, as it was not a top priority. Usually, the graveyard shift CSAs handled the non-pressing issues when they had downtime. It should always be remembered that the call center environment involves more than just systems and protocols; it also involves the Read More...
Product Lifecycle Management (PLM)
This comprehensive product lifecycle management (PLM) knowledge base models modern product and design-related aspects of PLM for both discrete and process industries. It details product development...
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Documents related to » helpdesk knowledge base


Quote-to-order: A Newcomer Causes a Stir in the Market
A crop of next-generation, Web-based, on-demand, startup quote-to-order systems providers has lately flourished, spearheaded by BigMachines, whereas some

helpdesk knowledge base  resources, telecommunications infrastructure, and helpdesk systems across multiple office locations to support its growing global customer base. In addition, BigMachines expanded its partnerships with other technology and service providers to include ATG , Xactly Corporation , and Right90 . Recently, the company acquired its first joint customers through Right90 and Xactly. For Right90, data coming from BigMachines quotes and orders is integrated to Right90's forecasting solution at both the quote and Read More...
Who Alleges The PRM Market Consolidation?
Many surveys have purported that there are twice as many manufacturers that cannot integrate their ordering systems with those of their partners and

helpdesk knowledge base  after-sale services and support, helpdesk functions, and both use the portal model for displaying information, as most links with users are through a web-browser or a thin client extranet setup. Organizations that sell their products/services through complex networks of partners (e.g., dealers, affiliates, VARs, resellers) are indeed leveraging Web-based solutions to better service and sell via these channel partners, owing to the increased technophobia and aversion to the IT going downstream the Read More...
IBS-Slow but Steady (and Demand-Driven) May Win the SCM Race
IBS, a conservative Swedish enterprise resource planning and supply chain management, seems to be making right moves to remain the leader within its selected

helpdesk knowledge base  provide installation, training, and helpdesk services for IBS' enterprise software on the Russian market. Cinimex is also an IBM business partner with extensive experience and has certified engineers on the IBM iSeries platform. In Russia, it is essential to find a strong local partner, since local references to support the decision-making process is needed. Additionally, the support services must be in Russian and as close to the customer as possible. Thus, IBS' enterprise software has been translated Read More...
Data Mining: The Brains Behind eCRM
Data mining has emerged from obscure beginnings in artificial intelligence to become a viable and increasingly popular tool for putting data to work. Data

helpdesk knowledge base  accessed by management, salespeople, helpdesk personnel, and others to match customer needs with product plans and offerings, remind customers of service requirements, and know what other products a customer has purchased. CRM of course existed before there was an information industry; even the great salesmen of literature such as Willie Loman and Professor Harold Hill owed their successes to knowing their customers and what those customers wanted. CRM has been a vital information industry segment for Read More...
Collaborative BI: Harnessing the Extended Enterprise to Boost Productivity
This Aberdeen report examines the connection between collaborative knowledge sharing and analytical activity. Based on direct feedback from 231 respondents

helpdesk knowledge base  BI: Harnessing the Extended Enterprise to Boost Productivity This Aberdeen report examines the connection between collaborative knowledge sharing and analytical activity. Based on direct feedback from 231 respondents around the globe, results demonstrate that best-in-class companies are leveraging collaborative tools and techniques to share decision context inside and outside their organizations, ultimately leading to substantially improved business performance. Download this report to learn 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

helpdesk knowledge base  Self-Service Leverages the Knowledge Base to Improve Customer Interactions Voice Self-Service Leverages the 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 Read More...
Mastering SAP CRM Sales: Turn Insights into Action
Knowledge acceleration for customer relationship management (CRM) sales can help you work more effectively with analytics and functions such as billing and

helpdesk knowledge base  SAP CRM Sales: Turn Insights into Action Knowledge acceleration for customer relationship management (CRM) sales can help you work more effectively with analytics and functions such as billing and orders to ensure efficiency while reducing errors. Learn about software-based courses designed to help sales professionals understand and master the essential functions within CRM sales. Read More...
iScala: Discrete Manufacturing (ERP) Competitor Analysis Report
The discrete enterprise resource planning (ERP) knowledge base addresses discrete manufacturing (distinct items such as auto parts or chairs) as well as non

helpdesk knowledge base  Discrete Manufacturing (ERP) Competitor Analysis Report The discrete enterprise resource planning (ERP) knowledge base addresses discrete manufacturing (distinct items such as auto parts or chairs) as well as non-manufacturing industries. Research vendors that support a range of functionality for production planning, shop floor control, and product costing. The knowledge base also provides information on financials, human resources, and other enterprise management modules. Read More...
Materials Compliance Suite: Product Lifecycle Management (PLM) Competitor Analysis Report
This comprehensive product lifecycle management (PLM) knowledge base models modern product and design-related aspects of PLM for both discrete and process

helpdesk knowledge base  Compliance Suite: Product Lifecycle Management (PLM) Competitor Analysis Report This comprehensive product lifecycle management (PLM) knowledge base models modern product and design-related aspects of PLM for both discrete and process industries. It details product development and portfolio management, manufacturing process management, ideation and requirements management, service data, and regulatory and compliance criteria. This comprehensive knowledge base incorporates the criteria of TEC's Read More...
Moxie Software: Handling “Big Knowledge”
As NASA's space shuttle program comes to an end and several baby boomers retire,  it can be unsettling to realize that the knowledge that sent the first man to

helpdesk knowledge base  Software: Handling “Big Knowledge” As NASA's space shuttle program comes to an end and several baby boomers retire,  it can be unsettling to realize that the knowledge that sent the first man to the moon might be lost forever . But this scenario is occurring quietly all over corporate America. As boomers—one third of America's workforce—are entering their golden years,  millions of dollars' worth of irreplaceable knowledge will be stepping aside every year. Corporations not only can stave Read More...
BI360: Business Intelligence (BI) Competitor Analysis Report
This business intelligence (BI) knowledge base covers a full range of BI functionality. BI applications enable real time, interactive access, analysis, and

helpdesk knowledge base  Business Intelligence (BI) Competitor Analysis Report This business intelligence (BI) knowledge base covers a full range of BI functionality. BI applications enable real time, interactive access, analysis, and manipulation of mission-critical corporate information. BI users are able to access and leverage vast amounts of information to analyze relationships and understand trends that support business decisions. This knowledge base covers everything from data mining to analytics, querying, reporting, Read More...
What Do Modern Knowledge Workers Need?
In many service industries, such as financial, insurance, utilities, healthcare, government, and others, case management is the lifeblood of the business. These

helpdesk knowledge base  Do Modern Knowledge Workers Need? In many service industries, such as financial, insurance, utilities, healthcare, government, and others, case management is the lifeblood of the business. These highly unstructured (dynamic or adaptive, if you will) processes where the next process step’s best action depends on the outcome of the previous step require apt human process stewards, a.k.a. “knowledge workers.” These knowledge workers, characterized as workers whose main capital is knowledge, are Read More...
JD Edwards EnterpriseOne: Financial Packages Competitor Analysis Report
This financial software knowledge base anticipates as many factors as possible to establish your selection criteria for general ledger, accounts payable and

helpdesk knowledge base  Edwards EnterpriseOne: Financial Packages Competitor Analysis Report This financial software knowledge base anticipates as many factors as possible to establish your selection criteria for general ledger, accounts payable and receivable, reporting, and other bookkeeping requirements. This knowledge base in particular, offers a view on enterprise financial packages, which can complement an existing ERP system. Read More...
Customer Service, Inbound and Outbound campaing, IT Helpdesk, Accountancy outsourcing
Ovex services support the design, installation, operation, management, and continuous improvement of IT infrastructures and software solutions in areas such

helpdesk knowledge base  and Outbound campaing, IT Helpdesk, Accountancy outsourcing Ovex services support the design, installation, operation, management, and continuous improvement of IT infrastructures and software solutions in areas such as - customer service - telemarketing - inbound sales - data entry - back-office support - accounting - human resources (HR) - software development Read More...

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