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Rethinking Customer Service: The Call Center as Corporate Information Hub
At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with

call center customer service  Customer Service: The Call Center as Corporate Information Hub At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with customers. This e-book looks at how the call center can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and shifts that must take place within companies if they are to be vital and nimble in the 21st cen Read More

Business Process Outsourcing (BPO)
Business process outsourcing (BPO) services manage critical front- and back-office processes that can include human resources and accounting as well as customer-related services such as contact cen...
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Documents related to » call center customer service


Maximizing the Savings of Call-center Multisourcing While Protecting Service Levels
Are you moving to call-center multisourcing to save money? Did you know that many multisourced agents use varied and unreliable systems? This leads to

call center customer service  your customers. Are all call centers like this? No. Call centers using a common hosted platform share tools and unify agent management, resulting in answered calls and positive customer experiences Read More
How to Save $20,500 on Call Center Software
Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers

call center customer service  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. 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

call center customer service  in new revenue, while call center productivity can drive down the costs of servicing customers, as well as present up-sell and cross-sell opportunities (and maintain customer satisfaction). The business case for call center applications is becoming increasingly obvious, especially given the recently established National Do Not Call Registry in the US. The revenue driver will thus become inbound customer calls rather than companies trying to generate leads via outbound telemarketing efforts, which have Read More
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

call center customer service  the Call Center with Service Resolution Management Processes Originally Posted - December 14, 2007 To accommodate increasing customer demand for company and product information and for quick issue resolution, companies are now considering the benefits of online self-service systems. Knowledge management (KM) software is the key to such systems, as well as to integrating customer relationship management (CRM) and service resolution management (SRM). For more background, please see Integrating Cust Read More
Web Self-Service
This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on

call center customer service  web,information,benefits,Surado,customer,service Read More
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

call center customer 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. Read More
Smarter Customer Service with IBM Business Analytics
With IBM Business Analytics for Customer Service, you can grow revenue by building better relationships with your customers.

call center customer service  marketing analytics, IBM, customer analytics, marketing, customer data, customer trends, business analytics, customer relationship Read More
Providing the Total Customer Experience with IBM Predictive Customer Intelligence


call center customer service  customer intelligence, predictive intelligence, predictive analytics, IBM, customer, marketing, sales Read More
Service-now.com
PDG Group Model974

call center customer service   Read More
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

call center customer service  customer, customer analytics, marketing, customer data, business analytics, customer relationship, customer experience, Forrester, customer insights Read More
IFS Field Service Management
IFS Service Management is recognized as a best-of-breed software application for companies managing a field service workforce. It includes everything service

call center customer service  FSM,Field Service Management 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

call center customer service  on general WFM considerations. Specifically, from its roots and expertise in field service workforce scheduling and optimization (i.e., via its flagship ClickSchedule product), ClickSoftware has evolved to become the leading provider of automated WFM and optimization solutions for every size of service business. Its portfolio of solutions, available both on-demand and on-premise, creates business value through higher levels of productivity, customer satisfaction, and operational efficiency. Thus, despite Read More
Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

call center 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

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