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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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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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Oce delivers real-time remote support with GoToAssist, increasing customer satisfaction and operational efficiencies while reducing travel.
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Javelin Strategy & Research has released a study covering data breach victims, which highlights the acute awareness among consumers about data security and the significant implications security breaches represent to businesses once consumer trust is compromised. Read this report, which also reveals Javelin's recommendations to institutions to address consumer security concerns and expectations in the event of a data breach.
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| By : Debix |
Published Date: Jun 12, 2008 |
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Fraud preventative solutions are designed to avert new accounts fraud before it occurs. The strategic advantage of fraud prevention therefore lies in the ability avoid losses to institutions and consumers.
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It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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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 : 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: 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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| By : SAP |
Published Date: Apr 12, 2008 |
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Consider five key service process platforms that are shaping the future – as companies look to service to keep pace with customer expectations. Service income is accelerating. Technology is changing the competitive game, and smart companies need the proper IT strategy to make sure they deploy it for profitability.
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| By : IBM |
Published Date: Mar 31, 2008 |
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View to this webcast and learn how Memorial Health System, a 500-bed hospital system in Colorado Springs, Colorado, has recently implemented a portal strategy based on IBM WebSphere Portal and Lotus Web Content Management that allows them to quickly and securely provide online capabilities for their external and internal user constituencies.
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| By : CA SM |
Published Date: Feb 13, 2008 |
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The potential benefits of adopting a Knowledge Management strategy are significant and have far-reaching implications for a business when implemented correctly. The correct use of Knowledge Management techniques and technology makes a company agile and more responsive to the needs of the customer, resulting in enhanced business performance and greater return on investment.
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| By : Bomgar |
Published Date: Feb 12, 2008 |
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Support virtualization enables your support reps to be at multiple locations at once, solving support issues with unbelievable speed and effectiveness. Over 3,500+ organizations have virtualized their support reps and have decreased IT costs while increasing support rep productivity.
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| By : Bomgar |
Published Date: Jan 29, 2008 |
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Organizations implemented ITIL with the goal of creating a set of standards to ensure the delivery of high-quality and efficient technical support. However, many organizations are now looking to realize near-term business value from their investments in ITIL. This ITIL Quickguide outlines how organizations can leverage remote support solutions to accelerate ITIL initiatives and realize near-term business value.
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A help desk is a very helpful customer service tool for businesses operating a website online. Doing business online creates a distance between the business and the customer. Customers are not dealing with a person face-to-face anymore. This makes being quick to respond to customer issues very important and that is where a help desk comes in.
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This white paper is designed to educate you about the main obstacles that can prevent your email from reaching a recipient’s inbox; and the simple tactics that you can implement to avoid these obstacles.
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This informative white paper provides 10 great tactics to get you started trying to make that prediction come true. Read this white paper to learn more on how you can drive your email marketing ROI through email relevance.
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Email marketing is by far the best way to attract interest in, build desire for, and generate sales of your products and services. Without a well-managed opt-in email list, you can say goodbye to your email marketing investment. This white paper provides powerful tactics to help you grow bigger, better and more relevant opt-in lists - and turn your Web browsers into buyers.
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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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GoToAssist Integration Services offer a variety of methods to integrate Citrix GoToAssist, the industry-leading remote-support solution, into an existing infrastructure quickly and easily. Integrating GoToAssist provides a single source for initiating remote-support sessions and viewing support details, allowing managers to easily audit the complete support experience to ensure best practices and processes are followed.
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Today, as more and more organizations strive to improve productivity and profitability by dedicating the bulk of their resources to their core competencies, many of them are looking for efficient and cost-effective ways to outsource ancillary and support activities. Nowhere is this trend more prominent than among supply chain-centric organizations such as retailers, wholesalers, distributors, and manufacturers.
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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: 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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| 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 : OnForce |
Published Date: Jan 07, 2008 |
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Learn how VARs, solution providers and IT staffing firms are finding the contract IT service professionals they need to drive service revenue without adding overhead. Get the free Ziff Davis white paper, “Strategies For Growing IT Service Revenues.”
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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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