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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 84 matches |
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Effective VMI: Enabling your Suppliers |
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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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Enhancing IT Support with Knowledge Management |
| 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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Growing Gift Card Demand Evokes Change |
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Customers enjoy buying and receiving gift cards. The new challenge is for retailers to provide gift cards that mesh with the way customers want to use the cards. Many early systems cannot efficiently support the changes in demand.
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George Mason Mortgage LLC Case Study |
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The mortgage banking business is ultra-competitive and rapidly changing. To compete in this environment requires a highly productive workforce with dependable, reliable and flexible communications so that employees can provide the best customer service possible. Read this case study to learn how George Mason Mortgage found a more robust and easy-to-manage mobility solution that helped the company accomplish its goals.
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Javelin Research Pinpoints How Institutions Should Respond to Data Breaches |
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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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Making the Complex Simple: Efficient and Effective Contact Center Growth |
| 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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Patient-Centric: the 21st Century Prescription for Healthcare |
| By : IBM |
Published Date: May 16, 2006 |
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Throughout the industrialized world, healthcare systems are in crisis. Aging populations and skyrocketing costs are putting unprecedented financial and organizational pressure on healthcare providers and payers. The result is often a decreasing level of care. In response, fundamental changes are taking place. Patient-centric systems are evolving in which the patient's well-being and the responsibility for good health are defining treatment and operational policies.
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Performance Management: Build Versus Buy |
| 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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Realizing the Full Promise of Workforce Management Technology |
| 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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Still Struggling to Reduce Call Center Costs Without Losing Customers? |
| By : SAP |
Published Date: Sep 13, 2007 |
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Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
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VMware Virtual Desktop Infrastructure Connects Bell Canada for Optimized Customer Care |
| By : VMware |
Published Date: Jul 07, 2006 |
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Bell Canada began an initiative to provide desktop solutions at reduced costs. With 8,000 call center agents, Bell Canada faced hardware attrition and rising costs. Streamlining systems, facilitating outsourcing and increasing capabilities to telecommute would reduce costs while improving service. This would require creating customized workstations for users. Bell Canada approached VMware Partner CGI Group Inc., which provides end-to-end IT and business process services, for a solution.
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Cashless Self Checkout: A Growing Trend That May Be Right For You |
| 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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CRM Without Compromise |
| By : SAP |
Published Date: Apr 02, 2007 |
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CRM is a business strategy that helps organizations cope with three of today´s most urgent business imperatives generating new growth, attaining operational excellence and enhancing competitive agility.
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eService: Winning in the Global Marketplace |
| By : eGain |
Published Date: Feb 12, 2007 |
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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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Growing Opt-in Lists: Turning Web Browsers into Buyers |
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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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Going Online to Extend Reach, Enhance Relationships, and Build Sales |
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Consultants and other professional services firms offer a unique product: themselves. This means they are constantly faced with a dilemma: how does one maximize productivity, and be billable with products and services while simultaneously marketing and selling their services? One way is to turn to web conferencing to extend reach, create new products, enhance relationships, and build sales pipelines. But do the benefits go deeper?
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Human Resource Management and the Cellular Retailer |
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The best way to take control of employee management is to automate human resource (HR) processes, including time tracking, schedules, and payroll calculation. This document addresses the key points that cellular retailers, wholesalers, and master agents need to know about implementing and using CellularManager's centralized web-based HR management system.
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Results 1 - 25 of 84 matches |
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