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Customer Service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread. |
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Results 1 - 25 of 95 matches |
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Use this crisp and clean comparison chart to stack the top CRM vendors side-by-side on the following: Features, Price per User, Services and Support, and Marketing Capabilities.
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This article serves as the first step to understanding your PBX and maximizing your company's productivity using an IP PBX. These tips and tricks will help PBX beginners optimize their business phone setup, as well as make users familiar with some PBX functionalities they might have overlooked or underused.
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| By : SAP |
Published Date: Dec 01, 2007 |
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Fifty percent (50%) of 146 high-tech companies regard supply chain management as a customer service differentiator, or as a profit center – while the rest view supply chain as a cost center. This sector insight explores the concerns and process roadmap of supply chain executives in high-tech industries.
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| By : newScale |
Published Date: Nov 15, 2007 |
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This white paper outlines the challenges associated with IT Request Management and ten best practices that represent the hard-won knowledge from dozens of successful Service Request Management projects. By following these guidelines, your IT organization can provide more responsive service delivery, increase operational efficiency, and improve internal customer satisfaction.
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| By : IEX |
Published Date: Apr 14, 2008 |
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Customers and business leaders alike demand a great deal of contact centers which cannot easily be met using the simplistic approaches used to develop early, isolated contact centers. In order to provide a top-shelf customer experience, contact centers must adopt sophisticated processes which can evaluate and route calls quickly and effectively to the right agent, and which schedule agents based on their abilities as well as predicted call demand.
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Oce delivers real-time remote support with GoToAssist, increasing customer satisfaction and operational efficiencies while reducing travel.
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With GoToAssist, O'Neill Europe's IT help desk in the Netherlands saves at least 2 months of travel per year by providing secure remote support to 160 employees and remote maintenance to business-critical applications at 140 factories worldwide.
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| By : IBM |
Published Date: May 16, 2006 |
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Throughout the industrialized world, healthcare systems are in crisis. Aging populations and skyrocketing costs are putting unprecedented financial and organizational pressure on healthcare providers and payers. The result is often a decreasing level of care. In response, fundamental changes are taking place. Patient-centric systems are evolving in which the patient's well-being and the responsibility for good health are defining treatment and operational policies.
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| By : IEX |
Published Date: Apr 25, 2008 |
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As more companies seek out performance management capabilities to gain a competitive advantage or keep pace with rivals who have already established an edge, the decision to build or buy a performance management solution must be considered. This paper will walk readers through the pros and cons of the build versus buy debate in order to help make practical business decisions for long-term success.
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| By : IEX |
Published Date: May 07, 2008 |
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Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.
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| By : SAP |
Published Date: Sep 13, 2007 |
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Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
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| By : SAP |
Published Date: Aug 06, 2007 |
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To succeed in the professional services industry, your firm must continually improve its service delivery methods. Read how you can increase client value and lower costs through implementing more efficient resourcing and partnering processes and co-creating value with your clients.
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Sage (UK) Limited uses GoToAssist to improve service quality, thereby increasing customer satisfaction and first-time resolution. In fact, 92 percent of support calls are resolved on first contact with GoToAssist.
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| By : SAP |
Published Date: Feb 22, 2005 |
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Learn why the quality of your service is the key driver of customer loyalty -- often more important than your products or prices -- and why ensuring that customers receive high-quality service should be a top priority. With the SAP CRM application, you get a complete service solution focused on driving customer loyalty.
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| By : newScale |
Published Date: Nov 13, 2007 |
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This white paper is intended to share some of those lessons learned and suggesting ways you can achieve success by avoiding the most common pitfalls. But before we talk about the typical mistakes in creating a Service Catalog, let’s briefly review its purpose.
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By working closely with customer service and support executives across high tech hardware and software, broadband, consumer electronics, retail, telecommunications and other technology-related industries, the Service and Support Professionals Association (SSPA) has identified 6 key business issues facing service and support managers today.
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Through member conversations, conference presentations and Webcast Q&A, the SSPA has identified the top 5 initiatives technical support centers should pursue in order to deliver breakthrough customer support and enable customer success. This white paper will provide a roadmap for companies looking to improve all aspects of their support operation, addressing people, process and technology issues, with special attention paid to the role of remote support technology as a key enabler of success.
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| By : SAP |
Published Date: Jul 01, 2007 |
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There are six key market event categories: rapid changes in customer affinity, sudden natural disasters, unforeseen contamination and disease, new product innovation, changing economic forces and expanding international markets. These events cannot be controlled but can be effectively managed if the right technologies are in processes and technologies are in place.
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No company today will approve expenditures for new service and support technology without an understanding of the return on investment (ROI) for the project. Luckily, companies with strong metrics programs in place will find building the business case for productivity-enhancing software a straightforward process.
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Using GoToAssist, Backup Technology can give their global customers the same care and attention that they provide to customers located closer to home. Providers of online backup and business continuity solutions use GoToAssist to instantly and efficiently serve customers around the world.
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| By : SAP |
Published Date: Jan 01, 2008 |
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Building the customer-centric enterprise explores how insurers are seeking to maximize the profitability and growth potential of the markets by scrutinizing loss performance, retention strategies, buying behavior and demographics. The report features a customer analytics case study that draws on an interview with Michael Bernaski, acting chief analytics officer of Safeco.
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This paper explores what cross-channel transparency looks like through the consumer's eyes, the costs retailers incur by maintaining the status quo, and key steps retailers need to consider as they undertake cross-channel initiatives.
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| By : IBM |
Published Date: Jan 08, 2008 |
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According to Selfserviceworld.com, 50 percent of consumers prefer to use credit cards at self-checkout counters. As credit card usage continues to rise, it's beneficial for retailers to consider non-cash methods of payment. Download the white paper and see how self-checkout solutions from IBM can help increase sales and improve customer satisfaction.
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| By : SAP |
Published Date: Jan 08, 2008 |
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Read about the concept of real-time offer management, and how service-intensive companies are using it to transform inbound customer service calls into sales opportunities. The idea is to empower call centers and Web portal applications with relevant, timely, personalized offers.
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More Enterprise Applications Topics |
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Application Integration, Application Performance Management, Best Practices, Business Activity Monitoring, Business Analytics, Business Integration, Business Intelligence, Business Management, Business Metrics, Business Process Automation, Business Process Management, Call Center Management, Call Center Software, Change Management, Corporate Governance, Customer Interaction Service, Customer Relationship Management, Customer Satisfaction, Customer Service, eBusiness, Enterprise Resource Planning, Enterprise Software, eProcurement, Extranets, Groupware Workflow, HIPAA Compliance, IP Faxing, IT Spending, Marketing Automation, Performance Testing, Product Lifecycle Management, Project Management, Return On Investment, Risk Management, Sales & Marketing Software, Sales Automation, Server Virtualization, Simulation Software, Supply Chain Management, System Management Software, Total Cost of Ownership, Video Conferencing, Voice Recognition, Voice Over IP, Workforce Management, Incentive Compensation, Spend Management |
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