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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

online customer service  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 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. BEGI 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 » online customer service


Case Study: Junk Removal Service Finds Gold with Microsoft Dynamics CRM Online
A residential and commercial junk removal company with a toll-free call service was using an industry-specific customer relationship management (CRM) solution

online customer service  with Microsoft Dynamics CRM Online A residential and commercial junk removal company with a toll-free call service was using an industry-specific customer relationship management (CRM) solution that couldn’t be customized. The company needed a CRM system that could capture, share, and use customer data specific to its operations, to acquire and retain more customers. Discover how the hosted CRM solution helps ensure business continuity and other benefits. 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

online customer service  pairs into its new online knowledge base. Within 30 days of deployment, call volume dropped 76%.More importantly, it stayed down even as Web site volume and revenue continued to grow. The improvements have enabled Fandango to reap a savings of over $500,000 in the first year of its self-service initiative. Step two: Enhance the customer experience Lower cost from reduced call volume wasn’t Fandango’s only priority—nor is it the only benefit that the company is now seeing from its self-service Read More
Telecom Re-invention: Optimizing the Online Customer Experience
As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products and services on offer to customers who are, in turn

online customer service  Re-invention: Optimizing the Online Customer Experience Quocirca is a research and analysis company with a primary focus on the European market. Quocirca produces free to market content aimed at IT decision makers and those that influence them in business of all sizes and public sector organisations. Much of the content Quocirca produces is based on its own primary research. Source: Quocirca Ltd Resources Related to Telecom Re-invention: Optimizing the Online Customer Experience : (Wikipedia) Read More
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

online customer service  New Customer Service | Online Customer Service | Outstanding Customer Service | Quality Customer Service | Superior Customer Service | Technical Customer Service | Telephone Customer Service | Virtual Customer Service | ROI Customer Services | ROI Customer Service Account | ROI Customer Service Articles | ROI Customer Service Business | ROI Customer Service Call Center | ROI Customer Service Center | ROI Customer Service Communication | ROI Customer Service Companies | ROI Customer Service Complaints | 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.

online customer service  status information to customers/distributors online will free up to 25% of the sales team's time, thereby giving them more time to generate incremental sales. Lessons Learned    Looking back, H. B. Fuller provides us with a number of lessons. Perhaps the most important is the fact that it takes time to get trading partners on board with eBusiness initiatives. To accelerate the adoption rate, start communicating your plans early and often. These programs must be driven by the sales and marketing Read More
Customer-centric CRM
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience

online customer service  centric CRM Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships. Read More
Optimal Service-parts Management
Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries,

online customer service  Service-parts Management Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries, are pursuing the service- and spare-parts market for revenue and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. Read More
Employee and Manager Self-Service: A Virtual Chameleon in the Workplace
In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units

online customer service  , Employee Self Service Online , Employee Self Service Page , Employee Self Service Payroll , Employee Self Service Site , Employee Self Service Software , Employee Self Service Solutions , Employee Self Service System , Employee Self Service Website , Employee Self Service Info , Employee Self Service Environments , Employee Self Service Applications , Employee Self Service Helpdesk , Employee Self Service Training , Employee Self Service Shortcut , Employee Self Service Module , Employee Self Service Read More
Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

online customer service  Productization Service Productization If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Epicor is introducing a new approach to the way enterprise resource planning (ERP) systems are designed, built, and used. We've redefined enterprise application software: gone are the technology barriers, integration barriers, and accessibility barriers that stifle productivity. In their place is a newfound sense of collaboration, compatibility Read More
Best-in-class Marketers Drive Enhanced Customer Loyalty
The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and

online customer service  in-class Marketers Drive Enhanced Customer Loyalty The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and always available. This report explores how top-performing companies are capturing, integrating, managing, measuring, and acting on valuable customer data throughout the entire customer lifecycle, to maximize customer loyalty and achieve best-in-class bottom-line results. Read More
MC Press Online
MC Press Online is a publisher of education and training materials, including books and articles. Articles and code libraries are available on the company@s

online customer service  Press Online MC Press Online is a publisher of education and training materials, including books and articles. Articles and code libraries are available on the company’s website, along with a buyer’s guide that lists industry products and services. Read More
What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be

online customer service  Is Software as a Service? Introduction There has been confusion about the meaning of software as a service (SaaS) and on-demand. This confusion, further muddled by the existence of the former hosting and application service provider (ASP) models, has bred a range of often fuzzy and sometimes incorrect assumptions. For many it is difficult to ascertain whether SaaS or on demand imply that the software application is hosted; that is some kind of hosting middleman is needed to provide users with access Read More
Is Your Current HR Service Delivery Model Working for You?
This white paper examines the human resources (HR) service delivery challenges facing organizations today, outlines a common approach to delivering world-class

online customer service  HR service delivery model,human resources service delivery,workforce service delivery,streamlined HR service delivery,hr operational excellence,HR service delivery trends,PeopleSoft Workforce Communications,PeopleSoft HelpDesk for Human Resources,Oracle HCM Read More
Comarch Field Service Management
Comarch Field Service Management (FSM) system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is

online customer service  Field Service Management ,FSM Read More

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