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Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

identify the correct customer representative to handle the call  customers. Companies must also identify the metrics they will need to measure their self-service efforts. Though a service center is still largely viewed as a cost center, many traditional metrics are not appropriate any longer. A multitude of factors can impact a call center's key performance indicators (KPIs), and this is before any attempt is made to implement and deploy the multichannel call center agent concept. Therefore, KPIs, such as average wait-time, first call closure rates, cost per call, and Read More
Discrete Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Documents related to » identify the correct customer representative to handle the call


The Definitive Guide to Successful Deployment of VoIP and IP Telephony-Chapter 3
When deploying any new system, preparation is key—and Internet protocol telephony (IPT) systems are no exception. Part 3 of this 4-part e-book series provides

identify the correct customer representative to handle the call  will be crucial to identify the IP network availability objective that will be committed to the IP telephony application in an SLA. Call and Voice Quality Both call and voice quality require adequate bandwidth, low latency, low jitter and low packet loss. Bandwidth There must always be enough bandwidth in the network to handle both your IP telephony traffic and all the traffic associated with your other distributed data applications, even under any single point of IP network failure. You probably already Read More
E-mail Response Management
E-mail inquiries for the customer service sector are expected to explode from 2.9 billion messages in 2005, to 7.2 billion by 2010. This means that a company’s

identify the correct customer representative to handle the call  many businesses fail to identify and implement practical technology and processes that actually work to deliver the benefit. For example, Customer Relationship Management is a term often used, based on the premise that the organization is in the business of acquiring customers, maximizing their value, servicing their needs, and retaining them and that all processes work to support that effort. Managers understand that well enough, but struggle with the complexity of traditional CRM solutions that take Read More
CRM without Compromise: A Strategy for Profitable Growth
When implementing customer relationship management (CRM), organizations often lose sight of their customers and focus on efficiency gains instead of looking at

identify the correct customer representative to handle the call  should be enabled to identify the best service and deal to offer to their customer in real time. Integrated Sales and Marketing In the consumer products (CP) industry, planning and launching trade and consumer promotions, managing brands and channel partners, and executing at the point of sale have become entwined processes across departments and roles. Brand and marketing managers, as well as key account managers and field sales representatives, need to collaborate with each other and with retailers to Read More
Beyond Boundaries: A New Role for Finance in Driving Business Collaboration
The current global economic instability means firms have to quickly adapt to business conditions. This uncertainty may increase companies’ reliance on business

identify the correct customer representative to handle the call  use the facts to identify information gaps and help fi ll them in. On the R&D side, you can get a little emotional with, ‘Hey, I really want to build this product,’ or ‘I want to do this project,’ he says. We [in finance] can take the role of unbiased, unemotional third party, listen and evaluate without a pre-set agenda. We don’t write code. We don’t know how this all comes together. We can understand the dynamics of the proposed product, quantify the possible impact to performance Read More
Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

identify the correct customer representative to handle the call  BI White Paper,Integrated BI Solution,VOC,Business Intelligence,Cost Reduction,Warranty Intelligence,Business Analysis,Business KPIs,KPI Analysis,BI Challenges Read More
Measuring the Success of Lean: Selecting the Best Mileposts for the Never-ending Journey
As manufactures adopt lean principles, the process inevitably involves developing metrics for measuring their progress. But measurements are linked throughout

identify the correct customer representative to handle the call  the Success of Lean: Selecting the Best Mileposts for the Never-ending Journey As manufactures adopt lean principles, the process inevitably involves developing metrics for measuring their progress. But measurements are linked throughout the organization, not just on the manufacturing floor but in accounts payable and other back office processes. This white paper emphasizes the need to focus on strategy deployment. Read More
Training for the Many… Learning for the One: How Successful Organizations Recognize the Difference and Use Technology to Deliver Both
Winston Churchill once said, “Personally, I’m always ready to learn, although I do not always like being taught.” Formal training and informal learning can be

identify the correct customer representative to handle the call  for the Many… Learning for the One: How Successful Organizations Recognize the Difference and Use Technology to Deliver Both Winston Churchill once said, “Personally, I’m always ready to learn, although I do not always like being taught.” Formal training and informal learning can be combined to create powerful education opportunities for groups and for individuals. Include personalization in the mix and you have a recipe for almost certain success. It sounds straightforward, but is the impl Read More
The Sarbanes-Oxley Act May Be Just the Tip of a Compliance Iceberg
The Sarbanes-Oxley Act is not the only government regulation that enterprises must comply with. Several others make it imperative that appropriate enterprise

identify the correct customer representative to handle the call  that end, banks must identify potential risks and set aside capital to compensate for potential losses. Furthermore, Basel II calls on the banking supervision authorities to conduct regular inspections of credit institutions to jointly monitor and analyze risks. Finally, the banks are committed to publishing their equity capital structure and their own risk situation. Accordingly, as noted in Checking It Twice , before granting credit in the future, banks will have to assess the recipient's credit risk Read More
Solving the Brain Drain of the Nuclear Industry
Knowledge management requires a platform that identifies all data associated with business processes@and the people that participate in or have responsibility

identify the correct customer representative to handle the call  the Brain Drain of the Nuclear Industry Knowledge management requires a platform that identifies all data associated with business processes—and the people that participate in or have responsibility for them. A true enterprise information management platform helps capture knowledge: it captures tacit knowledge as workers perform daily tasks and converts it to actionable knowledge items. Learn how knowledge management is vital to the nuclear industry. Read More
The Miracle in Detroit: Putting the ROI into ITIL
IT managers understand the difficulty of demonstrating returns on investment for technology projects. The issue is particularly acute for large multiphase

identify the correct customer representative to handle the call  Miracle in Detroit: Putting the ROI into ITIL IT managers understand the difficulty of demonstrating returns on investment for technology projects. The issue is particularly acute for large multiphase deployments, such as IT infrastructure library (ITIL) implementations: massive projects which are hard to sell to management, and which promise returns many years in the future—after significant investment. So how do you get management to buy into your vision? Read More
The Automotive Supply Chain in the New Normal: Analysis of the Industry and its Supply Chain Opportunities
While change is never easy, continuing with an outdated process does not help companies to stay competitive. Learn how transforming your S&OP process from a

identify the correct customer representative to handle the call  Automotive Supply Chain in the New Normal: Analysis of the Industry and its Supply Chain Opportunities While change is never easy, continuing with an outdated process does not help companies to stay competitive. Learn how transforming your S&OP process from a supply-demand balancing exercise to a strategic approach that integrates your entire business can increase supply chain visibility, improve customer service, and ensure a better balance between demand, capacity, and profitability. And know the Top Read More
Running and Optimizing the Business of IT: The SAP Best-practices Approach
IT has long been seen as one of the best ways to address the challenges of the business environment. Yet the complexity and rigidity of IT infrastructure keep

identify the correct customer representative to handle the call  and Optimizing the Business of IT: The SAP Best-practices Approach Running and Optimizing the Business of IT : The SAP Best Practices Approach If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. As the world's leading provider of business software*, SAP delivers products and services that help accelerate business innovation for our customers. SAP provides software and services that enable you to build an integrated business of IT sol Read More
The Supply Chain in the Cloud
Many companies today are obviously interested in using enterprise technology that they can access via the cloud. The software-as-a-service (SaaS) delivery model

identify the correct customer representative to handle the call  Supply Chain in the Cloud Many companies today are obviously interested in using enterprise technology that they can access via the cloud. The software-as-a-service (SaaS) delivery model avails companies, as is well known, of technology without a large fixed cost, and that is device independent, and accessible by more users, without continual upgrades to worry about. While there are the oft-mentioned concerns around security (which we will not get into here), and SaaS is not the right software delivery Read More
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