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Documents related to » i need some kpi for customer service department


Service Productization
Your Challenge: Get Decision Makers' Approval for a Service Productization. Specific, Measurable, Achievable, Relevant and Time-Bound. Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel, collateral, methodologies, pricing, facilities, or other attributes. Automation tools like enterprise service automation, database, and project management tools serve as enablers to service productization. By associating tangible features with intangible services, the professional services firm can build client confidence.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: legal matter might result in significant damages; poor accounting advice could lead to criminal charges. As a result of these high stakes, prospective buyers of professional services want evidence - or at least some assurance - of probable success. At the root of this need for assurance is credibility - credibility of the firm, of the people in the firm, and of the service offering itself. By productizing a service offering, the professional services firm is, in effect, improving the credibility of the
5/16/2005 12:00:00 AM

Case Study: U.S. Department of Agriculture
In 2004, the U.S. Department of Agriculture (USDA) was using seven separate systems to manage training for nearly 140,000 employees worldwide. Learn how the department decreased training costs by implementing a single learning management system (LMS) for all USDA training—including mandatory, mission specific ,and discretionary training, and additional training for USDA’s 29 agencies and staff offices.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: Study: U.S. Department of Agriculture Case Study: U.S. Department of Agriculture Source: Plateau Systems Document Type: Case Study Description: In 2004, the U.S. Department of Agriculture (USDA) was using seven separate systems to manage training for nearly 140,000 employees worldwide. Learn how the department decreased training costs by implementing a single learning management system (LMS) for all USDA training—including mandatory, mission specific ,and discretionary training, and additional training
8/17/2010 5:39:00 PM

What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be delivered as a service, security is better, rich user interfaces are available, and it has greater interactivity.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: for very advanced graphics is still lacking, while the need for complex interactions on the client side has been mitigated by DHTML s help with minimization of server round-trips and page refreshes. One should expect more developments enabling more sophisticated interaction scenarios in the foreseeable future. Basically, well devised SaaS applications should be able to leverage rich user interface metaphors, without necessarily mandating them. Based on this, one can define SaaS as software components
3/15/2006

IFS Wins in Field Service Management » The TEC Blog
showing great acceptance, as I suspect Ericsson might not have made such a major investment in Metrix if it didn’t have the full backing of IFS’ global infrastructure. The WP Beverages and Ericsson wins might also demonstrate IFS’ ability to support multiple industries of varying sizes. Vibrant FSM Space In this service economy the FSM space is abuzz with competing solutions. Very bullish of late has been TOA Technologies , a pure cloud FSM platform that includes appointment scheduling and

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: 360 scheduling, clicksoftware, eam, ericsson, ERP, field service management, fsm, IFS, ifs applications, metrix, Mobile, Project Management, SAP, servicemax, slm, toa technologies, utilities, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
26-02-2013

The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their services. Learn about innovative IT-as-a-Service initiatives that are defining the new IT value chain of the future.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: The Evolution of IT as a Service The Evolution of IT as a Service Source: N-able Technologies Inc. Document Type: White Paper Description: Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense
1/18/2010 8:30:00 PM

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 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.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 Source: SAP Document Type: White Paper Description: 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
3/14/2011 10:17:00 AM

Three Types of Field Service Scheduling Software
There are three distinctly different approaches to solving the puzzle of getting the right people to the right place at the right time. This white paper describes the three strategies for better field service scheduling plans--manual processes, traditional scheduling automation, and real-time scheduling automation--and explains why each approach matches different needs. Which strategy is right for you?

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: Three Types of Field Service Scheduling Software Three Types of Field Service Scheduling Software Source: IFS Document Type: White Paper Description: There are three distinctly different approaches to solving the puzzle of getting the right people to the right place at the right time. This white paper describes the three strategies for better field service scheduling plans--manual processes, traditional scheduling automation, and real-time scheduling automation--and explains why each approach matches
2/3/2012 4:29:00 PM

Transforming Your Software Product into a Service
There is a high demand for economical and efficient enterprise applications. The Internet and open source software are creating opportunities for software vendors to deliver their software as a service. By transforming your own applications, you give your clients access to your solutions on the Web, on a per-use, per-project, or subscription basis—giving them the inexpensive, accessible service they want.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: Transforming Your Software Product into a Service Transforming Your Software Product into a Service Source: OpSource Document Type: White Paper Description: There is a high demand for economical and efficient enterprise applications. The Internet and open source software are creating opportunities for software vendors to deliver their software as a service. By transforming your own applications, you give your clients access to your solutions on the Web, on a per-use, per-project, or subscription
8/24/2007 4:15:00 PM

Managed Service Programs
Not only do today’s stakeholders expect little or no downtime, but they also value user experience as it contributes to their day-to-day activities. Technology teams must take end-to-end responsibility for service execution and operation so that users can focus on their core business and not worry about the engine running behind their organization. This paper provides insight into managed service projects and suggests some project management practices for improved service.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: Managed Service Programs Managed Service Programs Source: Wipro Technologies Document Type: White Paper Description: Not only do today’s stakeholders expect little or no downtime, but they also value user experience as it contributes to their day-to-day activities. Technology teams must take end-to-end responsibility for service execution and operation so that users can focus on their core business and not worry about the engine running behind their organization. This paper provides insight into managed
8/14/2012 1:08:00 AM

Will Servigistics Click on More Service Cylinders? – Part 1 » The TEC Blog
in more revenue. While I could see some synergies in integrating, say, the original e-commerce sell-side suite with acquired supply chain fulfillment solutions to build a supply chain process platform for distributed order management (DOM) in a multi-channel manner (something similar has been successfully achieved by Sterling Commerce ), for the life of me, I could never figure out Click Commerce’s overall strategy. The company presented to me once in 2005 and even showed a busy slide that contained

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: channel management, click commerce, CRM, dcm, emptoris, marlin equity, prm, SCM, service netwrok solutions, servigistics, sns, ssm, strategic service management, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
28-07-2009

Lose the Starry-Eyes, Analyze:An Ideal Customer for Relevant INFIMACS
This is an example, using Relevant Business Systems, of how you can use the TEC ERP Evaluation Center's WebTESS tool to locate vendors that consider your company their ideal candidate.

I NEED SOME KPI FOR CUSTOMER SERVICE DEPARTMENT: ideal candidate for Relevant. If, for example, your company will not need its system to address personnel management or benefit management, but does need it to take care of payroll management then the Relevant solution might initially look like a good fit for your company. Suppose your company is seeking a solution that offers excellent support for payroll management but does not need any of the other features under the human resources criterion. In Relevant s case, you will notice that every rating in th
9/7/2002


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