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Solution Search:
Corp. announced that by the end of 2002 it would deliver Microsoft Customer Relationship Management (CRM), the first Microsoft business solution built...
Oct 7, 2002
party validation of your vendor's service level agreement performance.
As regards testing, some tasks are best accomplished with services, and some are better done... Apr 29, 2002
that CSR on the time and level of service to spend.
According to Gary Hokkanen, chief operations officer for Carlson Marketing Group, such a model will not only be... Dec 11, 2003
vice president and director of corporate customer service excellence. Customer focus and integration issues "became go/no-go components of the...
Jun 3, 2004
In this era of "do not call," contact centers are being asked to pull a "Houdini"—to extend a company's marketing and sales reach while... Jan 4, 2005
will be added to Salesforce.com's Service and Support tools to help customer service agents more quickly gather information, and to its Customer Portal...
Aug 20, 2008
post-implementation.
Here's a sample of his CRM implementation advice: SearchCRM.com: How can CRM training pre- and post-implementation help ensure end user... May 1, 2007
According to Salesforce.com, 50% of service conversations in 2008 took place in the cloud. "Those conversations are happening today -- conversations not... Jan 15, 2009
Is any bane of the value-focused seller more potent than the black-and-white request for proposal (RFP)? Often voluminous and... Mar 6, 2008
We feel for those of you who are in the process of evaluating CRM and BI vendors. It can't be easy. There are too many vendors and way too many...
Feb 24, 2002
real," said Ron Muns, CEO and co-founder of the Help Desk Institute (HDI), a Colorado Springs, Colo.-based association for the service and support industry "There's a...
Apr 2, 2004
customers are switching to Web self-service for their basic banking transactions, reducing the need for service reps to handle phone inquiries.
The reason is... Oct 6, 2003
the past year is probably the cause of a significant drop in customer satisfaction levels in the contact center, according to a report issued this week.
The... Mar 20, 2007
providing a consistent level of service.
According to Esteban Kolsky, an analyst with Stamford, Conn.-based Gartner Inc., the solution lies in a customer... Dec 6, 2004
is quickly becoming the technology of choice in contact centers as companies replace their aging time-division multiplexing (TDM)-based systems with IP...
Oct 4, 2005
of a customer service job. 1. Talk to your call center peers. Take every opportunity to learn.
A call center is normally a busy place, with agents of all different... Jul 2, 2007
need to work; basically, we define our service level goals," he says. "Do we want to answer 50% of our calls in five minutes or 100% of our calls in 10 seconds?"
Reardon says that Lynk... Mar 5, 2003
to industry observers.
"The days of one offer a day for everyone are over," said John Ragsdale, vice president of research for the service and support... Sep 23, 2008
to determine the outsourcer's service level.
"The key is all in the contract," Ragsdale said. "There's a huge amount of work you have to do. It's understanding the current... Mar 16, 2004
to leverage the skills and knowledge of hundreds of developers from all parts of the world.
But there is still a lot of skepticism about the viability of open... May 31, 2005
on why people are moving -- execution of service, rising expectations, or is it an underlying cultural shift," Wollan said. "What we've isolated is that pricing is not...
Dec 11, 2008
configuration management, and service level management, as well as Self Service Management and Knowledge Management modules. The first seven modules were all...
Dec 8, 2004
data protection, federation and service level commitments.
Third parties increase dependency and risk Apr 25, 2002
CRM 8.9 HelpDesk for HR includes new service-level management capabilities that allow human resources organizations to deliver support defined by multiple factors...
Jun 15, 2004
to explain to vice presidents of service, sales and marketing why they should care about infrastructure, will breathe a sigh of relief. SugarCRM becomes the new...
Jan 4, 2006
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Best Practices for Implementing Automated Functional Testing
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