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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

customer service organization  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 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...
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » customer service organization


Case Study: VAI Improves Customer Service with Business Portal
Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail

customer service organization  Study: VAI Improves Customer Service with Business Portal Case Study: VAI Improves Customer Service with Business Portal If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VAI is an award winning software developer and an IBM Premier Business Partner. Founded in 1978, VAI is headquartered in Long Island, New York, with branch offices in Florida, California and Illinois. In conjunction with IBM, the company designs customer driven Read More...
E-Business Customer Service Success at H.B. Fuller Company
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

customer service organization  Business Customer Service Success at H.B. Fuller Company Company Issue    H.B. Fuller Company is a global specialty chemicals manufacturer with annual sales in excess of $1.3 Billion. The company markets and manufactures thousands of products-including adhesives, sealants, and coatings-used in products ranging from automobiles to envelopes, and cereal boxes to satellites. H.B. Fuller sells to customers directly and through distributors in more than 100 countries. H.B. Fuller North America (HBF NA) is Read More...
Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service
Traditionally, utilities have leveraged robust meter, network, and customer service infrastructures. These technologies served the needs of largely regulated

customer service organization  Demands in Sales and Customer Service Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Learn about the SAP strategy and road map to integrate advanced metering infrastructure (AMI) technology into SAP solutions. Learn how key SAP customers have deployed smart meters and the returns they expect from their extensive investments. Listen Read More...
Comparing On Demand Customer Relationship Management Service Alternatives
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality; vertical, industry-specific

customer service organization  and opportunity management 4 Customer service 5 Document management 6 Workflow automation 7 Desktop tools 8 Reporting, analytics, and dashboards 9 Administration and setup 10 Internationalization 11 Customization 12 Integration Core CRM Area Definitions CRM interface . This is the overall user interface, including home, pages, tabs, menus, dashboards, etc., as well as all the factors that affect the usability of the system. Account management . The area of a CRM solution where all of the information Read More...
Service Performance Insight
Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

customer service organization  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). 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

customer service organization  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 feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. Read More...
Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

customer service organization  Superior Customer Service through Multiple Channels Delivering Superior Customer Service through Multiple Channels With multiple new channels of communication that bypass the traditional contact center, what's the most effective way to manage your customer service? Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery . You'll discover how best-in-class companies are leveraging tools like social media, customer Web portals, live chat, SMS, technical boards and forums, Read More...
IFS Field Service Management
IFS Service Management is recognized as a best-of-breed software application for companies managing a field service workforce. It includes everything service

customer service organization  field service lifecycle from customer relationship management (CRM), scheduling, and mobile service, to contract pricing, warranty repair, and parts management. Available extensions include schedule optimization for large field service workforces and enterprise functionality from IFS Applications including maintenance repair and overhaul (MRO). Read More...
A Leader in Service Management Tackles Multidimensional Growth
Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management

customer service organization  higher-touch channels, such as customer service representative (CSR) or field service technician. This way, companies can derive a 150 percent higher revenue contribution from service. Service Issue Resolution , which includes the Service Knowledge, Service Content, and Remote Service (NextNine) modules. Typically, a service worker spends 90 minutes troubleshooting an unforeseen problem with a newly introduced product. With codified issue resolution processes supported by machine fault code analysis, Read More...
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

customer service organization  should be seeing more customer wins in the area of field service management (FSM). This space is hotly contested by leading vendors such as Click Software, TOA Technology, Oracle, Ventyx (part of ABB ), etc. Read More...
The Absolute Must-Do’s to Build an Agile Organization
What do we mean by agility? It’s how powerfully your organization can react to changes in the marketplace, recognize and close employee skill gaps, and align

customer service organization  talent management, talent management solution, employee performance management, business agility, employee career development Read More...
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

customer service organization  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. Read More...
The Alignment-focused Organization
To close the gap between strategy, risk, and execution, companies need to build strategic alignment across all aspects of the business. Learn how your company

customer service organization  its sales, marketing, and customer service organizations, as well as for different stores. Tracking both leading and lagging indicators as well as key risk indicators, these scorecards give managers and employees a high-level, balanced overview of risk-adjusted performance against key objectives (see Figure 6). Even if lagging indicators like revenue suggest that the company is doing well today, leading indicators show that problems may lie ahead. Dashboards A dashboard is a visual display of the most Read More...
The Power of Web Self-Service
In this document, we will explore the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We

customer service organization  it contributes to healthy customer relationships and delivers viable cost savings. We will also address how technology from Epicor Software Corporation, a leader in the CRM space, can help deliver successful self-service. Read More...

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