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Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer Dashboards
A service business should be managed and measured based on the maturity of the business and the specific requirements of its customers. To take this approach

it customer service training free  facility until the time it was received back at the customer facility for re-installation (dock-to-dock). Perhaps the best example of an organization who approached this rarified air of true customer partnership was General Electric (GE) . By the 2000/2001 time period, GE had clearly established itself as a leading practitioner of Six Sigma concepts, driving outstanding productivity and bottom line results. At the same time, GE reenergized the Six Sigma program with an “At The Customer, For The 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 » it customer service training free


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

it customer service training free  an audio file. Now it can be dynamically output to callers directly from the knowledge base. This speeds up the utilization of knowledge base content in the voice self- service channel. To further speech development, vendors such as RightNow are leveraging their experience in deploying application components that customers can share. Routines that provide for order status inquiry, trouble ticket status and password reset share a lot in common across all customers. These standard dialogs and grammars can Read More
Software as a Service for Customer Relationship Management and Sales
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by offering services for inventory and

it customer service training free  business needs, SAP announced it was expanding its on-premise mySAP Customer Relationship Management ( mySAP CRM ) solution to include an on-demand option. The SAP CRM on-demand solution is designed to allow large and midsize organizations to manage sales, service, and marketing with an easy-to-use solution that is delivered directly via the Internet and is offered through a subscription-based licensing model. In making the announcement, SAP unveiled its first on-demand product, the SAP Sales on-demand Read More
Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

it customer service training free  Executive management is pressuring IT management to reduce costs, improve customer satisfaction, and manage IT capabilities from a services perspective. In response, IT executives are looking for solutions and have acknowledged SLM as one approach to addressing this issue. The biggest challenge for SLM implementation has been lack of knowledge by the very groups that must do the implementation. Most are looking for guidance and methods that can help them do a good job with service management from the Read More
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

it customer service training free  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
Smarter Customer Service with IBM Business Analytics
With IBM Business Analytics for Customer Service, you can grow revenue by building better relationships with your customers.

it customer service training free  Customer Service with IBM Business Analytics Read More
A Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet
With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort

it customer service training free  . and the Planet With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort based on the specific priorities that speak to it. In this analysis, we will review each of these benefits, outlining the range of advantages and concrete ROI. Regardless of a company’s priorities, this multi-layer list of benefits makes the decision a clear one. Read More
Customer Advocacy Part I: Creating the Business Case for Customer-centric Companies With Fanatical Customer Advocates
The new focus for business leaders is customer advocacy, soon to become the most important strategic initiative for cutting-edge, forward-thinking companies. A

it customer service training free  customer contact center, as it plays a pinnacle role in branding, corporate image, and customer lifetime value. Adopting a customer-centric culture has a direct impact on corporate financial viability. Read More
The Importance and Benefits of Automatic Technician Scheduling in Field Service Operations
Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all

it customer service training free  Importance and Benefits of Automatic Technician Scheduling in Field Service Operations Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all! Service demands and schedules are incredibly dynamic and constantly changing throughout the day. Most service companies today require an automated and real-time approach to scheduling field service staff. Know the benefits of implementing a dynamic scheduling 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

it customer service training free  Best-in-Class, service is a profit center and a competitive differentiator. As a result, these organizations are yielding soaring financial results. Download this infographic from the Aberbeen Group and see how organizations can win by providing best-in-class service to their customers. Read More
Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?
In the past, enterprise resource planning (ERP) initiatives were far too costly for smaller organizations to consider. However, a trend has recently emerged

it customer service training free  of maintaining a comprehensive IT infrastructure or the initial investment of purchasing software licenses. Consequently, ERP initiatives have recently piqued the interest of SMB organizations in a number of service sectors. Defining SOA and SaaS At a high level, SOA is a technological platform that organizations employ to standardize the interaction and collaboration of disparate applications. Although this can be achieved through various means, web services have become popular methods employed by ERP Read More
Service: Reduce Cost While Maintaining Customer Satisfaction
Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers

it customer service training free  no longer optional – it’s imperative. Reducing the cost of service while keeping customers happy is the primary objective of customer service organizations. Customer relationship management (CRM) applications help you streamline customer service processes and reduce cost, enabling you to keep your customers happy and grow your business. Find out how. Read More
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

it customer service training free  product, as they employ it in real-life situations. As a result, clients create awareness not only about the product defects, but also about the best use cases for optimal product development. Utilizing the skill of a technical writer to continuously improve upon the quality and manner of the presentation of information— KBs that have been developed for internal use within an organization need to be altered in order to become an effective tool for customers. This is not best left in the hands of a Read More
Epicor for Service Enterprises
Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every

it customer service training free  service automation (ESA) solution. It manages and streamlines virtually every aspect of your service organization—from bid management, engagement delivery, and resource management, to project accounting, portfolio management, and beyond—all within a single solution. Introduced in June 2003, Epicor for Service Enterprises builds on an Epicor investment in professional services automation (PSA) and project accounting of over twenty years. Version 8.0 offers groundbreaking use of XML Web service and Read More

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