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Software Functionality Revealed in Detail
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 work from home customer service


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

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Field Service Management (FSM) RFI/RFP Template

Customer Engagement Management, Contract and Warranty Management, Work Order Management, Inventory, Logistics, and Parts Planning, Workforce Forecasting and Planning, Scheduling and Routing, Integration, and Analytics &Reporting and Technical Functionality 

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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 management system (CMMS) to help reduce costs and improve efficiencies. In 1998, St. Marys decided to investigate potential vendors for a maintenance system upgrade. After reviewing several vendors, the mill again turned to CHAMPS.

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

Social Media and Customer Experience Feedback


Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves, "How can we tap into the power of this new method of communication to improve our business and the experiences we provide our customers?"

work from home customer service  better meet your needs?”) Work with your Mindshare account manager to create a SM mini-survey. You can use this survey to gain more structured information about the customer’s issue, such as the location, who was involved, the type of problem, when the problem occurred, and any additional comments to aid in addressing the issue. The data provided from this mini-survey can be easily integrated with your existing Mindshare feedback surveys and presented to your local managers through Mindshare’s 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 and search engine optimization (SEM and SEO), maximizing lead generation, increasing conversions, improving customer service, and engaging target audiences can take your Website from good to great—and help you maximize return on investment (ROI).

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

Comparing On Demand Customer Relationship Management Service Alternatives


Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality; vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises must be aware of the potential issues associated with functions and features that are not part of core CRM functionality.

work from home customer service  ongoing needed resources to work with these tools. The more that non-technical people can do for themselves, the better. This is part one of a two part series. Part Two will appear Tuesday December 6. About the Author Jim Berkowitz is the founder and chief executive officer (CEO) of CRM Mastery, Inc., where he provides independent CRM technology research, analysis, and technology-enabled CRM planning and implementation guidance services to the small and mid-sized enterprise (SME) marketplace. He is also 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 accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.

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Customer Chemistry


There are currently no details available for this vendor. However, we are working to update this vendor’s information in our database as soon as possible. Please check back again.

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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 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 services. Learn about innovative IT-as-a-Service initiatives that are defining the new IT value chain of the future.

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Mastering the Customer Experience


Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand.

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Customer Care & Billing RFI/RFP Template


General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Reporting, Telephony Products and Services, Utility Products and Services, CATV Products and Services, IP Products and Services, EBPP Services, Technical Requirements

work from home customer service  template, it is a working document that serves as a knowledge base reference throughout the life-span of your Customer Care and Billing (CC&B) software project. Use this template to gather your Customer Care and Billing (CC&B) requirements, build RFIs and RFPs, and track the progress of your software implementation. Gather Your Customer Care and Billing (CC&B) Requirements Quickly and Effectively Identify and prioritize the features and functions you need instead of building a list from scratch. Easily Read More

Service Performance Insight


Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

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TechRadar: Customer Analytics Methods, Q1 2014


Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master.

work from home customer service  customer, customer analytics, marketing, customer data, business analytics, customer relationship, customer experience, Forrester, customer insights Read More

Customer Analytics Pay Off


To help organizations develop a customer analytics strategy designed to drive growth and increase customer satisfaction, the IBM Institute for Business Value has identified four stages of organizational capabilities and associated customer analytics strategies.

work from home customer service  customer analytics, marketing, HCM, HCM analytics, HCM data, workforce analytics, IBM, customer data, business analytics Read More

Social Customer Suite


Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers.  

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Multi-channel Service Delivery: Getting Customers the Service they Want, Where, and When they Want It


While today’s best-in-class organizations do leverage multiple channels to eliminate unnecessary dispatches or service calls, they are most interested in enveloping their customers with the right level of service information via the channels where customers prefer to receive such information. Learn how connecting with customers allows these companies to outperform their peers in key customer-facing and financial metrics.

work from home customer service  postal service,market research,list of companies,telemarketing,time management,business services,same day,car service,loyalty,service provider,professional services,food delivery,marketing strategy,recruitment agencies,change management Read More