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Software Functionality Revealed in Detail
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 call center customer service


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

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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

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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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 unavailable agents and, consequently, long waits for 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

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. 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.

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 need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

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, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

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 investments (ROI). The key is to understand your customer, your products and services, and the tools available to deliver service to maximize customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service is tied to the "big picture" of customer relationship management (CRM).

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 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.

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 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.

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 organizations of all sizes need to profitably serve customers and is available on-premise or in the cloud. Standard functionality covers the entire field service lifecycle from customer relationship management (CRM), scheduling, and mobile service, to contract pricing, warranty repair, and parts management. Available extensions include schedule optimization for large field service workforces and enterprise functionality from IFS Applications including maintenance repair and overhaul (MRO).

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 on-premise, creating business value through higher productivity, customer satisfaction, and operational efficiency. Its patented concept of “continuous planning and scheduling” covers the entire service lifecycle management realm. TEC presents a candid Q&A session.

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