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KANA Attempts the Union of Customer Acquisition and Service
KANA Software is a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for

customer service week  a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for customer journeys across agent, Web, social, and mobile experiences. The vendor’s solutions have reduced handling time, increased resolution rates, and improved net promoter score (NPS) at more than 850 enterprises, including half of the Global 100 and more than 250 government agencies. The KANA Service Experience Management (SEM) platform combines the realms of 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 week


Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

customer service week  service cost | service customer | service define | service definition | service development | service document | service documentation | service evaluation | service framework | service global | service implementation | service industry | service information system | service information systems | service information technology | service issues | service knowledge | service knowledge management | service maintenance | service management | service manufacturing | service marketing | service method | Read More
Vertical Solutions Inc.-All About Field Service: Part Two
In a blog post last week, I talked about Vertical Solutions’ (VSI) offerings for field service management (FSM), including the company’s customer profile

customer service week  problem to a non-technical customer service representative (CSR). Previously, our customer devoted hours of training to help CSRs understand plumbing and electrical scenarios so they could capture relevant information for the tech. However, if the reported problem differed from the actual problem, the company had to dispatch a different tech with the correct certifications, equipment, or parts needed to make the fix. By deploying VServiceManagement, the company’s CSRs are now able to capture the right 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 week  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
Software as a Service for Customer Relationship Management and Sales
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by offering services for inventory and

customer service week  followed by additional on-demand customer relationship management (CRM) offerings, including marketing and service products, intended for release in 2006 in quarterly waves. The SAP Sales on-demand solution is offered to customers on a $75 (USD) per user, per month pricing program based on pre-defined scope. The solution is available globally, with initial language options in English and German. Additional language-specific versions, including French, Japanese, Portuguese, Spanish, and Chinese versions, 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 week  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
Serving the Uncompromising Customer
Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver

customer service week  the Uncompromising Customer Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative. Read More
The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider

customer service week  service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their Read More
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer service week  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More
Service Partners
Business Consulting Company, with more than 20 years of experience in ERP, CRM and Supply Chain Management Implementatio Projects.

customer service week   Read More
Giving Service Companies a Fast Start
But, there are ways you can succeed, and you can find out about them in the sap white paper, giving service companies a fast start.

customer service week  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. Special Offer Files 2009 Read More
Self Service Business Intelligence
Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical

customer service week  Service Business Intelligence Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical and business complexities of identifying data sources, transforming and integrating data sets, enhancing data quality, and providing a data repository are necessarily addressed before a self service BI application is made available. Read this white paper to learn more about how the technical framework and Read More
Moving to Self-Service Business Intelligence
Learn how in the Forrester report Why and How Enterprises are Moving to Self-service Business Intelligence.

customer service week  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 2010 Read More
The Rising Financial Importance of Service
For the Best-in-Class, service is a profit center and a competitive differentiator. As a result, these organizations are yielding soaring financial results

customer service week  best-in-class service to their customers. Read More
Evaluating Cloud-Based ERP for Professional Service Organizations
In the webcast Top 5 Reasons Professional Services Organizations Are Embracing the Cloud to learn about: the impact of cloud technology on PSOs; t...

customer service week  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 2010 Read More
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