customer service

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Published By: ZIGZAG Marketing, Inc.     Published Date: Feb 13, 2007
During the product planning process we typically gather feedback from customers, sales, services and other stakeholders. The question we don’t ask often enough is, "Why do you need those features?"
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product planning, product marketing, product development, product lifecycle management, zigzag
    
ZIGZAG Marketing, Inc.
Published By: Infor     Published Date: Feb 27, 2007
American Dairy Brands, a $300M division of Dairy Farmers of America (DFA) which is the largest U.S. dairy cooperative marketing over 45 billion pounds of milk per year, has achieved substantial supply chain savings through Infor's Supply Chain solutions. Infor has given Dairy Farmers of America the ability to successfully manage the supply chain to drive service levels to greater than 99% for their Borden-brand cheese products.
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productivity, supply chain management, customer service, customer satisfaction, dairy, food, infor, scm, enterprise resource management, erp, american dairy brands, borden
    
Infor
Published By: Infor     Published Date: Feb 27, 2007
A fast-growing supplier, NEI's delivery performance was declining, creating a significant problem with past-due shipments, even though the company had an excess of finished goods. Access this case study to learn about how they addressed their challenges.
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productivity, supply chain management, scm, product lifecycle management, enterprise resource planning, erp, customer service, customer satisfaction, business process management, customer experience management, best practices, manufacturing, infor
    
Infor
Published By: Infor     Published Date: Feb 27, 2007
Access this white paper to learn how by employing technology to surmount the challenges of globalization, manufacturers can expand their businesses profitably to incorporate new markets, new levels of innovation and new revenue streams.
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supply chain management, customer service, ebusiness, customer satisfaction, enterprise resource planning, off-shoring, outsourcing, business management, business process management, infor, enterprise applications
    
Infor
Published By: Infor     Published Date: Feb 27, 2007
For industrial equipment and machinery manufacturers, performance requires delivering products that exactly meet customer specifications along with complementary services. Manufacturers have made impressive improvements in productivity, cycle times and quality on the plant floor. But costs can remain unnecessarily high because of delays, changes or estimating errors.
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supply chain management, scm, productivity, manufacturing, enterprise resource planning, erp, infor
    
Infor
Published By: Infor     Published Date: Feb 27, 2007
In order to align their production plans with customer's demand, metal fabricators must integrate seamlessly into the customer's own processes. As a result, integrated systems are essential, bringing design, product lifecycle management and service together in ways that predict, act and rapidly change in accordance with the customer's needs.
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productivity, customer experience management, supply chain management, scm, business process management, bpm, manufacturing, metal, infor
    
Infor
Published By: Infor     Published Date: Feb 27, 2007
Automotive manufacturers have become some of the most demanding customers in the world. The TRANS4M Customer Management Solution helps you manage your relationship and your communications with automotive customers to help you meet your customers' requirements for communications and process integration and ultimately improve your supplier rating and keep your customers happy and their production lines moving.
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productivity, supply chain management, scm, customer service, customer relationship management, customer satisfaction, enterprise resource planning, automotive, automotive industry, infor
    
Infor
Published By: Infor     Published Date: May 25, 2007
External forces can knock your business off balance with no warning. To meet these external challenges, you need the capability to extend supply chain visibility, respond to changes in real time, and improve performance measurement across the entire chain.
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supply chain, scm, business management, bpm, best practices, customer service, manufacturing, manufacture, supply, demand, concept-to-customer, productivity, infor
    
Infor
Published By: Infor     Published Date: May 25, 2007
Given the potential for SOA to solve pressing business problems, it’s inevitable that most companies will begin adopting SOA constructs within the next year or two. As they move to SOA, the approach they choose will have both immediate and long-term effects on their ability to support and adjust their ecosystem to meet future business requirements.
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soa, service oriented architecture, service-oriented architecture, business management, business process management, bpm, customer service, infor
    
Infor
Published By: Business Assyst     Published Date: Mar 26, 2007
This paper considers whether smart cards really do have a role to play in loyalty systems or whether they are simply being promoted by the suppliers of smart card technology into what they see as a fast growing, profitable marketplace.
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customer satisfaction, customer relationship management, customer interaction service, customer experience management, smart card, smart cards, access control, business assyst
    
Business Assyst
Published By: Business Assyst     Published Date: Mar 26, 2007
Have loyalty cards reached the stage in their development when they are likely to be merged with other marketing and retailing systems, or will they simply fade away and join their precursors, the green shield stamps, in some far flung promotional graveyard?
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customer experience management, customer interaction service, customer relationship management, crm, customer satisfaction, loyalty, affinity, business assyst
    
Business Assyst
Published By: Business Assyst     Published Date: Mar 26, 2007
Who said, "Money Can’t Buy You Love"? A useful metaphor, though, to help understand the true concept behind customer loyalty. Loyalty programs are about developing sustainable, mutually beneficial relationships. Price incentives can generate a short-term sales uplift but will not engender long-term loyalty.
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customer experience management, customer interaction service, customer relationship management, crm, customer satisfaction, loyalty, affinity, business assyst
    
Business Assyst
Published By: Vocalocity     Published Date: Apr 18, 2007
Hosted PBX phone solutions are revolutionizing how small and medium-sized businesses (SMBs) serve their customers, grow their business, and support their employees. Delivering the same enterprise level, professional phone system capabilities large businesses use at a much lower cost, hosted PBX is helping SMBs save money while putting their customer services on par with much larger organizations.
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pbx, phone, phone system, ip telephony, telecom, telecommunications, voip, voice over ip, networking, network management, vocalocity
    
Vocalocity
Published By: Vocalocity     Published Date: Apr 18, 2007
Fox Creek Leather needed a cost-effective, high-quality, and feature-rich alternative to a constrained traditional phone system and underperforming, in-house VoIP solution. Download this case study now to find out how VocalocityPBX, a hosted PBX office phone solution, delivered.
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pbx, phone, phone system, voip, voice over ip, telecom, telecommunications, telephone, voice, vocalocity, networking
    
Vocalocity
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
This two part paper is a review of a remote agent case study. This first part looks at the issues faced and the benefits received from the people side of the project: How the agents and management of a remote solution can positively affect customers.
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case study review, customer service metrics, interactive intelligence, remote solutions, knowledge management, enterprise applications, data management, business technology
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties ó as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today. The purpose of this paper is not to disparage existing contact center performance metrics or to suggest that these metrics no longer matter. The authors acknowledge that the metrics that matter to the readerís contact center are the ones that make sense in that particular situation. Rather, this paper explores some of the emerging metrics that specifically acknowledge and address the changing attitudes, objectives and definition of the contemporary contact center.
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contact center metrics, interactive intelligence, contact centers, industry, representatives, performance metrics, customers, customer service process
    
Interactive Intelligence
Published By: AT&T     Published Date: Jun 30, 2008
A leader in its industry, adidas America recognized that it could increase its sales potential by automating many components of the sales process. Tim Oligmueller, sales force automation manager for adidas America, wanted to reduce the number of calls from sales representatives in the field to check on product availability, enabling them to capture "at-once" business and show customers that the company is on the cutting edge not only in footwear and apparel design, but also in customer service.
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sales force automation, salesforce automation, salesforce, blackberry, sales automation, business analytics, inventory, inventory management, wireless, mobile workforce, mobile sales force, outside sales, at&t, att, at&t wireless
    
AT&T
Published By: Asentria Corporation     Published Date: Sep 04, 2007
Today’s service providers face more pressure than ever to keep remote equipment up and running as customers continue to demand higher levels of reliable service while keeping costs competitive. Thus, there is a growing need for remote site management solutions that can help service providers monitor, access and control telecom equipment located at customer sites.
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telecom alarms, snmp traps, remote site managers, terminal servers, remote access, snmp monitoring, snmp, contact closures, fault management, network management, remote site monitoring, remote site alarms, environmental monitoring, network alarm monitoring, network alarm management, remote telemetry units, alarm management system, network management systems, network monitoring, protocol mediation
    
Asentria Corporation
Published By: eGain     Published Date: Oct 12, 2007
Repeat business from your existing customer base is the best kind of business you can have. And the best way to ensure repeat business is to treat your customers right. In this white paper we introduce the notion of Customer Centered Service, a new and exciting way to increase customer loyalty and, with it, profitability.
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customer service, customer satisfaction, repeat, repeat business, client service, client services, satisfied customers, profitability, maximizing profit, egain
    
eGain
Published By: eGain     Published Date: Oct 12, 2007
The Internet, years after its emergence, continues to be a challenge for most organizations. This paper examines the notion of eService and the need for it in large, global organizations in particular. It also provides guidelines for developing an effective eService plan, and concludes with a discussion of the most significant benefits of implementing such a plan.
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eservice, customer service, online customer service, online help, helpdesk, help desk, e-service, online support, online assistance, global support, egain
    
eGain
Published By: eGain     Published Date: Oct 12, 2007
Business relationships have always been based on interactions. Until now most of these interactions have been through conventional means, such as the telephone. But now more and more of your business interactions are over the Internet, and this trend will continue for the foreseeable future. Are you ready to handle this change?
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customer interactions, customer service, customer support, support, helpdesk, online support, help desk, client service, egain
    
eGain
Published By: NetSupport     Published Date: Nov 14, 2007
A majority of organizations do not have efficient ways of keeping track of their IT assets. That opens them up to dangers like system downtime from improperly implemented upgrades, potential licensing violations, poor customer service, overpaying on license fees and improper usage of software and the Internet by employees.
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itam, asset management, spend management, cost savings, cost control, risk management, it management, software compliance, net support, netsupport
    
NetSupport
Published By: Verint     Published Date: Jan 16, 2013
Download this whitepaper for an in-depth look into establishing clarity about the customer need, improving customer service and the emergence of the Chief Customer Officer, a 21st century role.
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customer experience, customer experience management, customer engagement, verint, vovici, customer service
    
Verint
Published By: Verint     Published Date: Jul 10, 2013
In this research perspective sponsored by Verint, Ventana research delves into customer experience management. You'll learn about the importance of the customer experience when dealing with a company and how it can strongly impact their propensity to remain loyal - to continue to purchase products and services from the company, to recommend it to other people and refrain from posting negative comments about it on social media
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verint, customer experience management, customer experience challenges, customer analytics
    
Verint
Published By: Upstream Works     Published Date: May 15, 2008
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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customer, customer satisfaction, customer service, call center, call center management, contact center management, upstreamworks, upstream works
    
Upstream Works
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