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Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer service training:
... See how KANA's software and service offerings help more than 600 customers manage
the entire customer service lifecycle, from initial customer contact through
...
Published:
2011-04-26
-
Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer service training:
... See how KANA's software and service offerings help more than 600 customers manage
the entire customer service lifecycle, from initial customer contact through
...
Published:
2011-04-26
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Abstract:
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 softw (...)
Excerpt related to
customer service training:
... Management to deliver training and track results. Download <strong>Creating Media-rich
Online Courses for Thousands of Customer-service Employees</strong>. ...
Published:
2011-05-31
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Abstract:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
customer service training:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
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Abstract:
The first step in choosing an effectiveness service provider (ESP) that best meets your company's needs is to develop a requirements
definition. When used as a request for proposal, the requirements definition can be a powerful evaluation and negotiation
tool. (...)
Excerpt related to
customer service training:
... Other companies depend on stellar service or customer care to ...
Sales training is a critical component contributing to the success of these organizations. ...
Published:
2005-11-04
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Abstract:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management
is all about. (...)
Excerpt related to
customer service training:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to t...
Published:
2007-02-28
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Abstract:
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference
between simply serving a customer and centering on a customer's specific needs and satisfaction. (...)
Excerpt related to
customer service training:
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference
between simply serv...
Published:
2006-06-23
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Abstract:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS. (...)
Excerpt related to
customer service training:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
-
Excerpt related to
customer service training:
... deliver the right level of customer service ... term
corrective options available to service managers are ... outsource), relocate resources,
cancel training, or cancel ...
Published:
2010-05-06
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Abstract:
You are about to embark on an important project. Whether the project is software or hardware related, it is a good idea to
hold a project kickoff meeting. Don’t miss this excellent opportunity to get across important communications and establish
the tone for the project. This article discusses the 10 o (...)
Excerpt related to
customer service training:
You are about to embark on an important project. Whether the project is software or hardware related, it is a good idea to
hold a project kickoff ...
Published:
2004-01-01
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Abstract:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delivery and services and implementation methodology as its differentiating trait. (...)
Excerpt related to
customer service training:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delive...
Published:
2005-04-05
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Abstract:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most important shift since the company's initial public offering in 1998. (...)
Excerpt related to
customer service training:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most import...
Published:
2005-08-04
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Abstract:
Your customers' perception of your company is formed from the packages that arrive at their receiving dock. What do you think
they perceive? (...)
Excerpt related to
customer service training:
Your customers' perception of your company is formed from the packages that arrive at their receiving dock. What do you
think they perceive?
Published:
2003-10-18
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Abstract:
Understanding market drivers is key to managing customer behavior. To do this, organizations must state and qualify their
assumptions about the real drivers of sales performance. An improvement strategy can then be created, and with integrated
budgets, success metrics, etc. (...)
Excerpt related to
customer service training:
Understanding market drivers is key to managing customer behavior. To do this, organizations must state and qualify their
assumptions about the re...
Published:
2006-03-22
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Abstract:
2000 and 2001 were difficult times for Infinium resulting in a substantial decrease in revenue and significant restructuring.
After a thorough soul-searching exercise at the end of 2001, the company entered 2002 with product offerings that are going
back to its roots, and with a determination to sustain (...)
Excerpt related to
customer service training:
... resources (HR), payroll, financial management, customer relationship management ...
administration, manager and employee self-service, training administration, and ...
Published:
2002-05-28
-
Abstract:
2000 and 2001 were difficult times for Infinium resulting in a substantial decrease in revenue and significant restructuring.
After a thorough soul-searching exercise at the end of 2001, the company entered 2002 with product offerings that are going
back to its roots, and with a determination to sustain (...)
Excerpt related to
customer service training:
... resources (HR), payroll, financial management, customer relationship management ...
administration, manager and employee self-service, training administration, and ...
Published:
2002-05-28
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to increase their ability to sell. (...)
Excerpt related to
customer service training:
Chemical company HB Fuller has leveraged the Internet to increase their ability to sell.
Published:
2001-10-01
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
customer service training:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendors benefit. (...)
Excerpt related to
customer service training:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendor...
Published:
2005-08-12
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Abstract:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s
software to incorporate dispatch optimizatio (...)
Excerpt related to
customer service training:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21