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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
help desk and call management:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
10 Principles for Knowledge Management Success. Search for Software and Other Documents for Your Project and Knowledge Management
Success. Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative.
KM is not a technology or set of methodologies, but (...)
Excerpt related to
help desk and call management:
10 Principles for Knowledge Management Success. Search for Software and Other Documents for Your Project and Knowledge Management
Success. Knowledg...
Published:
2010-03-11
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Abstract:
PropertyInfo, a provider of real estate information solutions, needed a unified view of its 20 different global customer
support centers in order to provide more consistent quality. A customer support solution enables the company to manage incident
information, automate service ticket processing, and giv (...)
Excerpt related to
help desk and call management:
Case Study: How PropertyInfo Keeps in Touch with Customers. Source: PhaseWare. Document Type: Case Study Description: PropertyInfo
...
Published:
2010-03-11
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
help desk and call management:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Excerpt related to
help desk and call management:
... with the CSA, the agent will go out of his or her way to help out as ...
Just a couple of things to think about the next time you call helpdesk for assistance. ? ...
Published:
2008-07-15
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Abstract:
With the advent of voice over Internet protocol (VoIP) and virtual private branch exchange (PBX), phone calls are treated
more like e-mail—with no loss of connection quality. Now, are you looking to update with a phone system that can grow with
you, and allow for a remote data center? Find out how to g (...)
Excerpt related to
help desk and call management:
Four Keys to Choosing Your Next Business Phone System. Source: Vendor Guru. Document Type: Outside Link Description: With
the advent ...
Published:
2010-03-11
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Abstract:
Strategic human capital management (HCM) solutions can help organizations transform their people into a competitive advantage
by aligning managers and employees with corporate goals. There is now a statistical and causal relationship among key HCM
applications and operating income growth. (...)
Excerpt related to
help desk and call management:
Strategic human capital management (HCM) solutions can help organizations transform their people into a competitive advantage
by aligning managers...
Published:
2006-09-28
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Abstract:
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time
ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing
service resolution management (SRM) systems. With the additi (...)
Excerpt related to
help desk and call management:
Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk.
Source: Consona. Document Type: White ...
Published:
2010-03-11
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Abstract:
Successful organizations ensure that customers receive accurate answers and efficient follow-through on all commitments.
Their call center agents are equipped to handle all incoming and outgoing transactions, and their managers can make decisions
based on timely administration, maintenance, and reporting (...)
Excerpt related to
help desk and call management:
... analytics. Learn how new technologies can help you improve your call
center and reduce costs without losing customers. Download ...
Published:
2010-03-11
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Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
help desk and call management:
... costs in the field, SLM can also impact the help desk processes in
... that offer products that support SLM, or Service Process Management (SPM) as some call
it ...
Published:
2003-06-11
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Abstract:
Today’s support organizations often face the challenge of providing efficient and effective customer service. Without the
right tools, it can become an uphill battle. To gain true scale and effectiveness in service and support, many organizations
are now turning to knowledge management initiatives like (...)
Excerpt related to
help desk and call management:
... To gain true scale and effectiveness in service and support, many organizations are now turning to knowledge
management initiatives like knowledge-centered ...
Published:
2010-03-11
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Abstract:
To achieve the top level of sales success, you need tools that work. First, you need to be able to leverage data to plan
for the future. Customer relationship management (CRM) software can provide your company with a way to accurately manage customer
relations, allowing all departments across the organiz (...)
Excerpt related to
help desk and call management:
... Customer relationship management (CRM) software can provide your company with a way
to accurately manage customer relations, allowing all departments across ...
Published:
2010-03-11
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Abstract:
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service
costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing
sales and service as independent challenges—so (...)
Excerpt related to
help desk and call management:
The Intelligent Customer Experience Life Cycle. Source: Consona. Document Type: White Paper Description: Whether you’re a
manufacturer ...
Published:
2010-03-11
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Abstract:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's Guide.
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact
center solution, your company can boost revenues, retain cu (...)
Excerpt related to
help desk and call management:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's
Guide. A call center can be so...
Published:
2010-03-11
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Abstract:
As with all things, there’s a good side and a bad side—the Internet is no different. Although it improves communication between
businesses and customers, it can also overwhelm customers that are bombarded with marketing e-mails on a daily basis. Customers
want more convenient contact channels. Smart (...)
Excerpt related to
help desk and call management:
... Smart companies understand this and are responding by adopting a multichannel approach to customer relationship
management (CRM). ...
Published:
2010-03-11
-
Abstract:
The upfront expenses of a network comprise only 19% of the total cost. The remaining 81% can sneak up on bank management,
often unaware of some subtle TCO factors (...)
Excerpt related to
help desk and call management:
Evaluating the Total Cost of Network Ownership. Lynn Koller - July 26, 2000. Comments: 0. Read Comments Brian Killian and
Lynn Koller ...
Published:
2000-07-26
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Abstract:
Hosted CRM solution can be the key of your success.Easy to read free whitepapers. How can you get the most out of a customer
relationship management (CRM) solution while reducing operating costs and increasing overall profitability? By purchasing
a hosted CRM solution that’ll provide the benefits of an (...)
Excerpt related to
help desk and call management:
... Armed with this insight, a company's management, sales and ...
service, accurate product support, call-center service and proactive IT help-desk
assistance ...
Published:
2010-03-11
-
Abstract:
Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation. Find
Free White Papers, Case Studies, and Other Resources Associated with Workforce Automation and Interaction Center ROI. Interaction
center managers must deliver greater value on small (...)
Excerpt related to
help desk and call management:
Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation. Find
Free White Papers, Cas...
Published:
2010-03-11
-
Abstract:
Hosted CRM solution can be the key of your success.Easy to read free whitepapers. How can you get the most out of a customer
relationship management (CRM) solution while reducing operating costs and increasing overall profitability? By purchasing
a hosted CRM solution that’ll provide the benefits of an (...)
Excerpt related to
help desk and call management:
... Armed with this insight, a company's management, sales and ...
service, accurate product support, call-center service and proactive IT help-desk
assistance ...
Published:
2010-03-11
-
Abstract:
For many years, the various departments at Walker Foods worked independently of one another, which seriously impeded the
flow of data throughout the enterprise. It was clear that an integrated system was in order, and after a few initial upgrades,
the company decided on AppFinity’s WebCustomer overall (...)
Excerpt related to
help desk and call management:
Innovative and Easy-to-use Online Ordering Systems Empower Walker Foods’ Employees and Customers. Source: AppFinity Software
Corp. ...
Published:
2010-03-11