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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

work from home customer service  Let Technology Do the Work A business case for self-service recognizes and accounts for the obvious benefits arising from the use of Web, email and IVR technologies, all of which are considerably less expensive than their full-service human equivalents. Lower costs by deflecting inquiries to cheaper channels and reducing staff levels are the most often cited benefits of rolling out a selfservice technology (e.g., it cost significantly less for an email interaction than an assisted service call with an 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 » work from home customer service


Is Your Store Customer-centric?
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

work from home customer service  In some stores, it's working great. Lessons Learned The lesson to be learned from Best Buy's move to customer-centricity is not that it doesn't work, but rather, that it is not an easy thing to accomplish. They moved too fast, and should have done it slower and used more of what they learned about each segment before they expanded the program. Another issue they are trying to address is that many locations have a mix of all five customer segments, and to design a store for just one of these segments Read More
St. Marys Paper Ltd.: Customer Profile
St. Marys Paper Ltd. is a pulp and paper mill located in Sault Ste. Marie, Ontario (Canada). In 1989, it implemented a CHAMPS computerized maintenance

work from home customer service  planning and scheduling their work orders from home on the previous evening if they choose. This remote connectivity also enables St. Marys to efficiently address support issues. Rather than going through the attempts of describing a particular issue, St. Marys is able to access the maintenance system support desk which is immediately able to shadow the administrator to quickly resolve issues. This enables both St. Marys and the maintenance system vendor to view the same user session and know exactly Read More
Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

work from home customer service  agent may need to work with dynamic available-to-promise data and applications that are embedded in a company s supply chain systems. Integrated service networks depend on data from spare parts procurement solutions. Smart service agent'based solutions may require asset data that is typically managed in a product life-cycle management solution. Thus, integration of the relevant CRM service applications with other enterprise applications is key to success. But more than data needs to be integrated. To be Read More
Going from Good to Great
Creating a great Website depends on strategy, and the investment of time and energy in continuous improvement. Learn how techniques like search engine marketing

work from home customer service  how these feedback mechanisms work. Midas created a simple poll which asked over 1800 visitors over several weeks were asked; would you book your car in for a service online? . When over 80% of their visitors voted Yes they rolled out the service, which now generates over 100 bookings Australia-wide. Forums and blogs offer allow for even more interactivity, allowing businesses to regularly interact with customers and prospects and foster the online community surrounding their brand. Increasingly Read More
Ventyx Service Suite
The Ventyx Service Suite software, services and roadmap have been developed in collaboration with the largest and most progressive group of utilities in the

work from home customer service  and the balancing of work requirements Scheduling helps utilities to get the job done right with the right resources, the first time, by sequencing work for optimal efficiency. Dispatch automates routine orders and proactively responds to emergency situations in real time. Work Progress Monitoring provides real-time visibility into the progress of work so that field workforces and resources can be effectively managed. Read More
Service Partners
Business Consulting Company, with more than 20 years of experience in ERP, CRM and Supply Chain Management Implementatio Projects.

work from home customer service   Read More
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the

work from home customer service  heaviling on equipment. FSM workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can 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.

work from home customer service  deal with, your knowledge workers probably spend more time searching for the information they need than actually performing their jobs. And the problem is only getting worse. The solution isn’t more complex and expensive enterprise business intelligence (BI) solutions. Nor are user installed patchwork tools the answer —and can create operational and compliance nightmares. Getting the right information to the right people at the right time in a secure environment requires a balance of the two. But how Read More
A Candid Conversation with a Field Service Workforce Management Leader
ClickSoftware, rooted in field service workforce scheduling and optimization, provides automated workforce management and optimization solutions, on-demand and

work from home customer service  own business rules, or work that is fully or partially subcontracted to third parties; from proactive to reactive work; and much more. And now, we have also added shift scheduling (rostering) to the spectrum of challenges that we handle. All its products are configurable via visual dialogs, designers, and wizards—which supports the suite’s high flexibility and expressive power and eases maintenance (e.g., changes to business data models and rules are made once and then propagated to planning, Read More
IT Service Management-A Road Map for Success
Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service

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Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

work from home customer service  delivering superior customer service multiple channels,delivering,superior,customer,service,multiple,channels,superior customer service multiple channels,delivering customer service multiple channels,delivering superior service multiple channels,delivering superior customer multiple channels. 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

work from home customer service  best-in-class customer relationship management,cross-channel customer loyalty,best-in-class cusotmer experience management,retail crm best practices,best-in-class customer loyalty,360-degree view of the customer,360 degree view of the customer,crm best practices,360 degree view,customer management relationship,retail best practices,business relationship management best practices,customer retention best practices,customer management crm,crm customer management Read More
5 Key Steps to Make Field Service Profitable
Is field service seen as a cost center at your business? Providing field service can be a complex process, but that does not have to mean it’s unprofitable

work from home customer service  field service software,profitable field service,FSM,FSM software,field service scheduling,field service mobility,mobile FSM software,ServiceMax,field service operations Read More
Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk
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

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