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Customer Care and Billing (CC&B)
Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediat...
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Documents related to » voice customer


Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

voice customer  Actions That Speak Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. Read More...
A Product Note: Attensity and the Voice of the Customer
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge

voice customer  Note: Attensity and the Voice of the Customer About Attensity Attensity , an organization with more than 10 years of experience in the customer intelligence market, provides solutions for analysis of unstructured data and offers a new breed of Customer Experience Management (CEM) solutions. The company is headquartered in Palo Alto, California, with offices throughout the United States, Germany, and the United Kingdom. As customer conversations can be used to enhance an organization’s products and Read More...
Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
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

voice customer  and Acting on the Voice of the Customer There''s a new three-letter acronym making the rounds out there—and it''s already getting on my nerves. The acronym? CEM. The term? Customer experience management . To be sure, the underlying idea is attractive. There is certainly value in a positive customer experience, and it''s worth exploring the many ways in which one might design, optimize, and support this practice. Who''s against giving customers a memorable and meaningful experience? Sounds a lot like Read More...
Customer Care and Billing (CC&B)
Customer care and billing (CC@B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC@B software

voice customer  systems, and billing for voice, data, content, and utility services. Read More...
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

voice customer  Knowledge Base (KB) (Wikipedia) Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions Knowledge Base is also known as : Knowledge Base , Knowledge Base Usage , Knowledge Base Software , Dynamic Knowledge Bases , Database for Knowledge Management , Creating Knowledge Bases-Free , Knowledge Management , Top Knowledge Base Software , Knowledge MGMT Software , Knowledge Base Article , Knowledge Base Open Source , Knowledge Base Freeware , Knowledgebase Marketing , Compare Knowledge Read More...
Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

voice customer  a Customer-centric Enterprise Knowledge Base for Improved Customer Support Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather Read More...
Improve Profitability with Customer Intelligence
The white paper improving your customer life cycle management shows how small and midsized businesses can enjoy virtually seamless front-to-back-of...

voice customer  Profitability with Customer Intelligence If your front office isn''t communicating effectively with your back office, chances are it''s creating blind spots that are costing you money. And this is an extremely common problem. Research has shown that many CRM systems provide inadequate front-to-back-office integration. The result is customer data that cannot be shared effectively, and business processes that are prone to errors, delays, and unnecessary paperwork. Over the long term, this turns into Read More...
The Customer Relationship Management Vision: It Starts with Relationships
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the

voice customer  Customer Relationship Management Vision: It Starts with Relationships Originally published - December 19, 2007 When it comes to the creation of a customer relationship management (CRM) vision that truly serves to enhance the customer experience, so many organizational leaders are trapped within their own understanding of what that vision entails. Consider the following statistic: of all CRM programs initiated, roughly 70 percent involve a great solution but a bad implementation plan, resulting in poor Read More...
Delivering Superior Customer Value in Insurance
Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a

voice customer  Superior Customer Value in Insurance Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a 360-degree view of each customer that covers his or her entire experience with the company. Read this white paper on how information technology that supports tightly integrated, end-to-end business processes can increase insurer responsiveness and customer loyalty. 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

voice customer  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...
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

voice customer  frustration when an automated voice response system to which he or she has just dictated a lengthy account number (and plethora of other sensitive information) fails to transfer that information directly to the agent, who finally picks up the phone and asks the customer to repeat the information once again. This is not to mention the case of when a customer is (at long last) transferred to a specialist who, of course, wants to know the account number before we get started. Also common is the case of 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

voice customer  the vendor expects his invoice to be respected in full and without issue. Why is this an important factor? Because sometimes contracts are drawn up using an hourly rate with a maximum amount, allowing some variance on either side. In such cases, the final billed amount can either be lower or higher than the specified amount. When a price escalation clause is implemented or an additional payment is requested against a change, some negotiating usually occurs before the customer accepts the escalation; the Read More...
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

voice customer  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More...
Customer One Solutions, Inc.
Customer One Solutions (COS) is a consulting firm specializing in the evaluation, selection and implementation of Customer Relationship Management (CRM) and

voice customer  One Solutions, Inc. Customer One Solutions (COS) is a consulting firm specializing in the evaluation, selection and implementation of Customer Relationship Management (CRM) and Business Process Management (BPM) solutions. COS has implemented CRM solutions at organizations that range in size from 45,000 worldwide employees to 12 local employees. Our areas of expertiese include Financial services, telecommunications, manufacturing and professional service organizations. We specialze in the needs of Read More...

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