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Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

customer service survey  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
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 » customer service survey


Recession? Steal Market Share by Increasing Customer Service!
During a recession, don’t follow the cost-cutting crowd. Of course, be frugal, but in areas that don’t touch the customer. Forget what everyone else is doing

customer service survey  Increasing Customer Service! : Customer Service (Wikipedia) Recession? Steal Market Share by Increasing Customer Service! Customer Services is also known as : Customer Service Account , Customer Service Articles , Customer Service Business , Customer Service Call Center , Customer Service Center , Customer Service Communication , Customer Service Companies , Customer Service Complaints , Customer Service Courses , Customer Service Definition , Customer Service Department , Customer Service Examples , Read More
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer service survey  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer Read More
How to Measure Customer Satisfaction
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating

customer service survey  and the Psychology of Customer Satisfaction : People tend to rate service higher when delivered by people they like than by people they don't like. Karten also goes on to describe what one can do to be likable. More often than not, Karten contends, the CSS rating received from the customer represents perceived feedback rather than impartial feedback. This is not to say that companies do not get any value from customer-filled CSR forms. But they must recognize that responses can be emotionally based, Read More
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

customer service survey  These companies recognize that customer service innovation is a way to differentiate themselves from the pack. An emphasis is placed on introducing new offerings – both enhanced product-services and new value-added managed and professional services. Comprehensively understanding customer processes and total cost-of-ownership are fundamental. Front-office processes – services marketing, services sales and pricing – gain more internal mindshare. Executive leadership appreciates the ability of the Read More
Service Differentiation: Your 3-Step Plan
Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with

customer service survey  Differentiation: Your 3-Step Plan Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with less, providing service more effectively, and focusing on your unique business processes to outperform your competition. Using this information, you can bring about change and continuous improvement, and differentiate your service from your competition. Read more and find out how. Read More
Symantec 2011 SMB Disaster Preparedness Survey Report
Discover how to protect your company in the Symantec 2011 SMB Disaster Preparedness Survey Report.

customer service survey  For 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
ITIL Service Support Processes in Record Time
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL

customer service survey  Service Support Processes in Record Time To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas. Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

customer service survey  enough attention to key customer service processes and performance measurement changes. Service companies have been realizing more and more lately that there is a need to properly evaluate their customer-facing processes and to provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can these companies increase customer satisfaction and generate new business opportunities. The integrated CRM and call Read More
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

customer service survey  the Customer Experience Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

customer service survey  Origination A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More
4 Steps to Choosing the Right Device for Field Service Mobility
Choosing the right device for field service management needs is not easy. This white paper will guide you through the different factors, including your

customer service survey  technology outlook, how a customer’s perceptions of you might be affected by the device, and how the hardware features make your employees more efficient. Know the four steps to consider for choosing the right device for your field service mobility needs. Read More
Sky Field Service Management Certification Report
Sky by FieldOne is now TEC Certified for online evaluation of field service management (FSM) solutions in the Enterprise Resource Planning (ERP) and Customer

customer service survey  Resource Planning (ERP) and Customer Relationship Management (CRM) Evaluation Centers. Certification ensures that FieldOne has demonstrated Sky's support for specific real-world business processes chosen by TEC analysts, and that TEC analysts have analytically and comparatively reviewed research questionnaire data about Sky against known benchmarks. What differentiates Sky from other FSM products is that it is not a proprietary solution and therefore it allows clients who have expertise in Microsoft Read More
IT Service Management-A Road Map for Success
Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service

customer service survey  Service Management-A Road Map for Success Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service improvement strategy. To be successful, businesses must start by building a custom road map. Read about how focusing on long-term, strategic objectives—including a realized return on investment (ROI)—can greatly improve your IT service delivery and support. Read More
Web Self-Service
This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on

customer service survey  customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service is tied to the big picture of customer relationship management (CRM). Read More

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