Customer Service (General)

Join this podcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency. There are probably a number of factors driving your need for a new mobile call center solution, including: cutting telecom and IT costs and the need for higher service levels. Join this podcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency. Find out how you can eliminate the need to maintain...

Join this webcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency. There are probably a number of factors driving your need for a new mobile call center solution, including: cutting telecom and IT costs and the need for higher service levels. Join this webcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency. Find out how you can eliminate the need to maintain...

Speech applications have long promised a strong return on investment by automating routine call center tasks and reducing live operator costs. This white paper gives more details. Speech applications have long promised a strong return on investment by automating routine call center tasks and reducing live operator costs. While estimates remain bullish for the industry, the mass market potential of prevailing solutions remains limited by numerous factors,...

This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines. This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines. It includes real-life examples of organizations of all kinds that have effectively adopted these strategies to deliver call center success...

This paper explores the various ways that today's organizations are automating the interaction between CRM and IVR applications to increase customer loyalty and retention as well as maximize efficiency and productivity of service and sales functions. Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today's organizations to collect and manage information about customers. These solutions make it possible to improve the...

Learn how Exact MAX ERP, Exact Synergy and Exact e-Mobile provide Secure Care Products with a fully integrated system allowing departments from administrative to sales to link into the sales cycle. Secure Care Products is a growing company, currently with about 60 employees. While its size may be small, it has many of the needs and challenges of a large manufacturing company including multiple product lines, a direct, dispersed sales force, and the need to satisfy government...

Learn how the trifecta of MAX, e-Synergy and Lean techniques provides the best of web, client-server and leading edge implementation philosophies. By focusing on solutions that go beyond traditional ERP, Exact Software rejects conventional wisdom. Many people look at the corrections and belt-tightening exercises they've performed to reduce expenses and declare, "In truth, the philosophy of Lean Manufacturing goes far beyond cost reduction and is actually grounded...

After implementing CommSee, CBA has seen new accounts and customer referrals increase, lines moving faster and, most important, once-grumpy customers smiling. The Commonwealth Bank of Australia (CBA) is one of Australia's leading providers of integrated financial services including retail, business, and institutional banking; funds management; and superannuation, insurance, investment, and broking services.

CBA implemented CommSee because with the previous...

Dell used the Microsoft® .NET Framework and Microsoft Visual Studio® .NET to develop five Web services, the success of which validated adoption of a .NET-connected Web services architecture throughout the Dell enterprise. Based in Austin, Texas, Dell is the premier worldwide provider of products and services that help customers build information technology and Internet infrastructure. Employing more than 41,000 people in 34 countries, Dell revenue has...

Using Microsoft® .NET connected software, Dollar Rent A Car created an XML Web services interface to expose its existing mainframe-based reservation system for access by existing and potential business partners. Using Microsoft® .NET connected software, Dollar Rent A Car created an XML Web services interface to expose its existing mainframe-based reservation system for access by existing and potential business partners. So far, this capability has...

Read how Microsoft delivers People-Ready Processes through key Business Process Management (BPM) products and solutions and how they enhance strategic business process efficiencies, reducing costs and promoting organizational agility and growth. We're now entering the third generation of process solutions, something Microsoft calls People-Ready Processes. A People-Ready Process approach encompasses both the human and system centric process types of prior...

This white paper offers insights into why CRM has fallen short in serving customers-and it shows how to start getting CRM right. As a consumer, how many times have your support requests resulted in a speedy, competent resolution versus a laborious, frustrating experience? Why do we have billion dollar CRM software markets, and still we receive consistently poor support experiences? This white paper offers insights into why CRM has fallen short in serving...

In this video Tom Floodeen describes Inquira's online customer service model that allows support technicians to answer inquires within seconds. In this video Tom Floodeen describes Inquira's online customer service model that allows support technicians to answer inquires within seconds...

This e-book reveals the critical differences between knowledge management systems and content management systems, and shows why true knowledge management capabilities are so vital to compete in today's markets. This e-book reveals the critical differences between knowledge management systems and content management systems, and shows why true knowledge management capabilities are so vital to compete in today's markets...

This e-book offers insights that can help companies embrace social media, harvest knowledge from the conversations in user communities, and apply that knowledge to deliver better customer service. This e-book offers insights that can help companies embrace social media, harvest knowledge from the conversations in user communities, and apply that knowledge to deliver better customer service. This book sets forth the following five best practices:

• Recognize

...

This paper outlines the benefits customers, support agents, and executives can gain through knowledge management, and it reveals the key factors required to maximize these benefits. A well-executed knowledge management initiative can yield a range of benefits across an organization's key constituencies. This paper outlines the benefits customers, support agents, and executives can gain through knowledge management, and it reveals the key factors...

This paper provides an easier and more flexible way to manage cross-channel marketing initiatives without costly investments in multiple technologies and service providers. This paper provides an easier and more flexible way to manage cross-channel marketing initiatives without costly investments in multiple technologies and service providers. As a result, companies can fully leverage all channels to increase revenue, improve service and operational...

AntiPhishing Solutions is an integral part of the MarkMonitor Brand Protection Platform. Learn how to combat sophisticated attacks such and discover a three-pronged approach to protection. Phishers don't discriminate--attacking financial, eCommerce and social networking sites--so virtually any enterprise with a brand and customer base is vulnerable. After all, identity fraud can be lucrative, and identity protection isn't easy. The impact on enterprises ranges from brand...

Learn how with Premiere Global Services' Enterprise Document Solutions, key document delivery processes are automated, so your valuable resources can stay focused on your core business. Streamlining your back office administration can lower costs and increase productivity, resulting in a significant improvement to your bottom line. With Premiere Global Services' Enterprise Document Solutions, key document delivery processes are automated, so your valuable...

What is your compliance know-how? Take this quiz and find out. What is your compliance know-how? Take this quiz and find out.

Many questions surround compliance including, how much will complying with the Sarbanes-Oxley Act cost your company? Do you need to hire someone to conduct a Payment Card Industry Data Security Standard (PCI DSS) audit? Have your business partners suffered security breaches?

Find out answers to these questions and more with this quiz from the editors of...

Savo has been helping companies big and small across all industries to have better conversation between sellers and buyers. Learn how Savo is helping sales reps close more business. Smart companies have Smart People throughout their organizations: Product Gurus, IT Know-It-Alls, Wise-Guy Executives, Smarty-Pants Marketing Folks, Sales Savants. They just need a way to harness their Collective Genius, and drive that expertise into every sales conversation. For the past 10 years...

View this Webcast and learn how top organizations are improving productivity, increasing sales and driving higher quality performance from every rep. Now, more than ever, your reps are challenged to be much more than order-takers. They must know your products inside and out - without relying on the eight-legged sales call - and they must know how to influence a range of decision makers.

What are the keys to preparing your reps for today's sales environment? How can you deliver real-time...

Attendees will gain new insights into this growing trend from both an analyst and vendor perspective, hear about recent customer implementations of remote services, and participate in an interactive Question and Answer session. What would your drive to work be like without shock absorbers in your car?

What is your organization's messaging experience like when spam and malware unexpectedly flood your email servers and bring server performance to a crawl?

Even worse, what is...

This case study covers two important dynamics: a 4,000-person migration from GroupWise to Exchange and use of a new, managed soft appliance model. This case study covers two important dynamics: a 4,000-person migration from GroupWise to Exchange and use of a new, managed soft appliance model. It is of interest to those responsible for e-mail migrations and e-mail, server and network specialists, as well as enterprise architects. Chiquita successfully deployed...

This white paper provides a valuable list of factors for executive management, IT decision makers and sales professionals to consider when planning a successful CRM integration project. Today's small and medium sized enterprises (SMEs) see a need for automating their front office sales and customer relationship management (CRM) tools to their back office accounting and financial systems. The most recent trend for meeting this need within customer centric organizations...