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Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

what is center of excellence  | Software Business | What is Customer Relationship Management | What is Customer Service | Read More
Business Process Outsourcing (BPO)
Business process outsourcing (BPO) services manage critical front- and back-office processes that can include human resources and accounting as well as customer-related services such as contact cen...
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Documents related to » what is center of excellence


Operational Excellence: Enabling Sustained Growth Spotlight on the Americas
Companies in the Americas should lead the world in growth through operational excellence@but they don’t. A 2008 survey shows that less than half promote insight

what is center of excellence  production and delivery systems. What is operational excellence? In its simplest terms, operational excellence means consistently doing things well across the value chain as a way of gain- ing competitive advantage. In its broadest terms, it is a discipline that drives corporate strategy. In their book The Discipline of Market Leadership, Michael Treacy and Fred Wiersema suggest that operational excel- lence is one of three value disciplines that a successful organisation must chose from as its Read More
Enterprise Performance Management: Financial Excellence and Beyond
Financial performance management@often categorized as one aspect of enterprise performance management@can help chief financial officers (CFOs) maximize their

what is center of excellence  Making It All Work What is needed is a new set of financial performance management applications that meet your current and future needs, helping you and other senior executives meet the following key goals: Maximize business profitability to increase market and shareholder value Optimize operational efficiency to reduce operational costs and free up resources for innovation Minimize risk to the business by ensuring that decisions are based on accurate data, and that statutory reports provided to Read More
Automating Your Call Center Feedback
Almost everyone has had a bad call center experience@due to long queues, ineffective interactive voice response (IVR) systems, or an agent who doesn’t

what is center of excellence  knowing the most about what makes the customer happy is the best way to keep them. Real-Time Feedback, Instant Action The most important benefit of real-time feedback is the chance for a manager to receive the feedback, walk across the room, and speak with the agent immediately. Not only will you get more consistent and accurate agent performance, but you’ll be able to stop bad information dispensation, prevent policy violations, and remind agents about any changes in offerings and service. Some Read More
The Financial Close: Optimizing Performance and Driving Financial Excellence
“Financial close” is a company’s ability to complete accounting cycles and produce financial statements for internal management and external legal reporting@and

what is center of excellence  long been said that what gets measured, gets managed ' and that is just as true for the close process as for any other activity. By publishing statistics on the best and worst performers in the close process and by coaching and training in the areas that are identified as weak, you make the process a managed one, increase discipline, and carry out significant improvements to the close time. High Performance As the adoption of Web-based consolidation applications has increased over the past five years, so Read More
Best-of-Breed Versus Complete CAD-PLM Suites: The Debate Rages On
The PLM world is currently witness to fervent debate on the most appropriate type of PLM/CAD software. Best-of-breed solutions offer the needed capabilities and

what is center of excellence  of-Breed Versus Complete CAD-PLM Suites: The Debate Rages On The PLM world is currently witness to fervent debate on the most appropriate type of PLM/CAD software. Best-of-breed solutions offer the needed capabilities and hence integrate the necessary software modules as per the customer’s needs, whereas all-in-one CAD/PLM suites attempt a “one size fits all” approach. In his report, TEC principal analyst P.J. Jakovljevic provides his view on the intricacies of these two approaches. Read More
SAP Remains One Of The Market’s Beacons Of Hope
On April 19, SAP announced upbeat results for Q1 2001, contradicting thereby the current market malaise. However, flat currency adjusted license revenue in the

what is center of excellence  Remains One Of The Market’s Beacons Of Hope SAP Remains One Of The Market's Beacons Of Hope P.J. Jakovljevic - May 17, 2001 Event Summary On April 19, SAP AG (NYSE: SAP), the leading provider of business software solutions, announced its results for the quarter ended March 31, 2001. In Q1 2001, revenues increased 29% over the same period last year from EUR 1.2 billion to EUR 1.5 billion (See Figure 1). Net income in the quarter more than doubled (up 117%) to EUR 117 million compared to a year earlier Read More
Instead of Discounting, Back Some Value Out of Your Proposal
Last minute discounting has become so prevalent that many companies have come to depend on it as their default sales strategy. Employing a go-to-market strategy

what is center of excellence  the customer all of what they need (and a few wants) Budgeted level of investment. This is aimed right at the prospect's budget level. Most or many of the features, modules, components, capabilities Proven, talented and dependable resources Quick time to value An attractive ROI Other perks, such as quarterly meetings with your VP of Service, special invitation events When your prospect tells you your competition has come in with a very low price, you discuss calmly with them the fact that you have an Read More
CRM Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part One: The CRM Selection Challenge
Two of the greatest challenges IT decision makers face when selecting a CRM package is first, having a comprehensive understanding of their functional and

what is center of excellence  developing a vision of what you want your house to look like. The CRM vision should consist of a clear, well constructed model of how the company would like to interact with customers throughout the customer life cycle. Customer interactions need to be modeled for marketing, sales, service and support functions across various interaction channels such as marketing collateral, physical retail locations, call centers, websites and mobile sales forces. Once the vision is properly formulated it is important Read More
Types of Project Management Communication: Part One of a Three-part Series
As with almost every business activity, the importance of communication cannot be overstated when managing projects. Examining the various phases of project

what is center of excellence  changes will deliver and what is involved to make these changes. My next blog (part two) will examine in detail how to develop a communication plan and how to avoid the common pitfalls that can lead to the derailment of a project. Part three will focus on the tools that support project management communication. In the interim, please consult TEC’s homepage at http://www.technicalevaluation.com/ , where you can read about project management tools and vendors that offer project portfolio management (PPM) Read More
Point of Sale: To Stand Alone or Not?
When selecting a point of sale (POS) solution, users have a choice between stand-alone solutions and integrated solutions. They should first evaluate core and

what is center of excellence  necessary to pay for what is not needed. The downside of this approach is the difficulty of finding a software vendor who can coexist with the existing merchandising system, without charging an exorbitant fee to do the work. For a retailer looking to replace a legacy system which includes back-office and front-office systems, the best solution is likely to have a fully integrated solution. This way, no extra costs are necessary for integration, and the look and feel of the application are consistent Read More
Eco-mode: Benefits and Risks of Energy-saving Modes of UPS Operation
Many newer uninterruptible power supplies (UPS) systems have an energy-saving operating mode known as “eco-mode” or by some other descriptor. Nevertheless

what is center of excellence  DCIM, data center, data center infrastructure management, DCIM management, DCIM software, DCIM software tools, IT, IT infrastructure, APC by Schneider Electric, data center cooling system, data center PUE, PUE, UPS system, uninterruptible power supplies Read More
Analysis of Adobe’s Integration of IslandData’s Automated E-mail
Adobe’s support site receives approximately 1.3 million client inquiries per month and has been in need of an automated response system to decrease escalating

what is center of excellence  user base, resulting in what Adobe hopes will be increased sales. For the end user, support for your installed Adobe products has become faster and easier. If you have not taken advantage of Adobe's web based support system, give it a look, we believe you will be pleasantly surprised. IslandData's automated response technology is applicable not only to vendor support web sites, but also to large on-line retailers. Organizations such as Amazon and Egghead.com interact with thousands of users a day, and Read More

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