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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

service center system analysis  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 average call duration, must be closely monitored as the program is rolled out. Read More...
Outsourcing, IT Infrastructure
The IT Infrastructure Outsourcing knowledge base focuses on the selection of companies who provide outsource services in the areas of information technology (IT) infrastructure. The typical type...
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Documents related to » service center system analysis


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

service center system analysis  Sigma for IT Service Level Management Six Sigma for IT Service Level Management If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Compuware Acquires Proxima Technology. In January 2007, Compuware acquired Proxima Technology. Compuware's Service Level Management (SLM) solution delivers metrics for both IT and business audiences. Tying our SLM capability with our Business Service Management solution supplies the critical aspects needed Read More...
Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

service center system analysis  be performed in the service firm?s facilities. Imagine the difference from the perspective of the client meeting one bidder in an airport conference room versus meeting with a competing professional services firm in a 10,000-square-foot design center facility with 100 PCs and endless white board space distributed across the oversized room. In this example, the space itself becomes part of the overall offering. The Productization Trap Productization of service offerings is not all good news. One potential Read More...
Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

service center system analysis  your service offerings. The service features of SAP CRM integrate inter- action center technology to enable development of virtual call centers and provide process support to develop integrated service networks. SAP CRM delivers the tools necessary to establish proactive aftersales service and support management of customer touch points. The business processes support ed by the service functionality of SAP CRM include: Service order management Streamline interactions with customers by processing service Read More...
It's the Aftermarket Service, Stupid! (Part I)
Regardless of the economic environment (and sentiments), I always think of the opportunity within the aftermarket service and support as a profitable, high

service center system analysis  Virtually anyone dealing with service parts planning and optimization knows that MCA stands for Morris Cohen & Associates. Dr. Morris Cohen is the Matsushita ( Panasonic ) professor of manufacturing and logistics at the Wharton School of the University of Pennsylvania , and co-director of Wharton's Fishman-Davidson Center for Operations Management . Dr. Cohen has spent three decades researching, planning, and designing advanced value chain systems and working with customers such as IBM , Cisco, Applied Read More...
10 Golden Rules for Choosing an ERP System
10 Golden Rules for Choosing an ERP System can help you keep your selection project on time and on budget.

service center system analysis  assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext.367. Special Offer Files 2012 Read More...
Phone System Buying Disasters to Avoid: C-Level Executives Share Hard Learned Lessons
Phone system buying disasters can prove costly for any business. This whitepaper presents advice from phone system managers who have been at the forefront in

service center system analysis  brands with bad customer service, and companies with bad SIP service. Phone system buying disasters can be averted with proper preparation and foresight. Read More...
Data Management and Analysis
From a business perspective, the role of data management and analysis is crucial. It is not only a resource for gathering new stores of static information; it

service center system analysis  data management analysis software selection,data analysis management solution evaluation,compare most accurate data tools, statistics application selection,statistical methods,improve data management and analysis,rfp to manage data,ecm software evaluation,information security is,compare information security systems,document management systems,dms,dms selection,is solution comparisons,product information management solution selection,pim,enterprise content management ecm,electronic media files,pim solution selection,compare top access control files software,security,evaluate data delivering systems,business analysis reports,dmag,analyse statistics,methodology,evaluate information security systems. Read More...
How to Convert Service Calls Into Sales
In the white paper how to convert service calls into sales, you'll discover how real-time offer management allows your company to continuously lear...

service center system analysis  to Convert Service Calls Into Sales The magic formula for selling more products or services is simple: present the right offer to the right prospect via the right channel-at the right time. Of course, that's easier said than done. But if you're in a service-intensive business, real-time offer management can help turn that magic formula into a profitable reality for your organization. Real-time offer management is an application designed to initiate and optimize an offer during customer-initiated Read More...
The Quadstone System
Quadstone sells three products components within the Quadstone System: Decisionhouse, Transactionhouse, and Actionhouse. Decisionhouse is the flagship

service center system analysis  Quadstone System Quadstone sells three products components within the Quadstone System: Decisionhouse, Transactionhouse, and Actionhouse. Decisionhouse is the flagship product—it combines customer data discovery with automated predictive modeling. Transactionhouse is used to gather data from various sources (relational databases, operational data stores, log, and flat files) into the Quadstone System and perform the necessary data transformations in order to create a single customer view. Actionhouse Read More...
Social Media and Your Call Center: Three Lessons Every Call Center Manager Should Learn and Apply
Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed at the water cooler are now

service center system analysis  Learn and Apply Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed at the water cooler are now broadcast effortlessly by consumers. And because these comments are searchable and permanent, they are extraordinarily powerful. This paper presents three important lessons for every executive that oversees a call center. Download now to learn what they are and how to apply them. Read More...
Checklist for Phone System Buyers
Are you in the market for a business phone system? With the broad array of features available in phone systems today and the full spectrum of providers who sell

service center system analysis  phone system,communication technology,pbx phone system,virtual phone system,small business phone system,ip phone system,voip phone system,business phone system,office phone system,small office phone system,hosted phone system,nec phone system,4 line phone system,automated phone system,new communication technology Read More...
How Much Should You Pay for Your Business Phone System
You'll get all this and more in How Much Should You Pay for Your Business Phone System?

service center system analysis  assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext.367. Special Offer Files 2011 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

service center system analysis  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 engine. Read More...
Common Phone System Buying Problems
There are so many choices out there on phone systems that it can be very difficult to make an educated decision without dedicating days or weeks researching all

service center system analysis  common phone system buying problems,phone system buying problems,problems buying a phone system,obstacles with buying a phone system,buying phone system concerns,Compare Business Products Read More...

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