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- Wells Fargo Bank: Enhancing Skills Through Training
- Wells Fargo is the nation's eighth largest bank, with more than 600 branches, all located in California. The Branch Customer Service Manager is responsible for managing and staffing the teller line, by far the largest single customer service position. When the new job requirements were established, the Service Manager incumbents...
- Tags: Bank, Customer Service, Skill, Wells Fargo & Co., Training, Branch Customer Service Manager, Financial Services, Product Marketing, Performance Management, Customer Relationship Management (CRM), Marketing, Human Resources, Workforce Management, Enterprise Software, Software
- Case studies
Additional Resources
- HSBC Improves Branch Customer Service With Qm's Matchmaker Solution
- Handling enquiries smoothly and efficiently in a busy branch environment is critical if banks are to enhance the overall customer experience and ensuring an appropriately qualified member of staff is available to deal with a customer query often makes the difference between success and a walk away. Leading global bank...
- Tags: Bank, Customer Service, Matchmaker, HSBC, Product Marketing, Customer Relationship Management (CRM), Financial Services, Marketing, Enterprise Software, Software
- Case studies 2007-05-29
- Empowered Branch: Make Your Branch Office as Productive as Headquarters
- In today's business environment, branch offices are enjoying unprecedented productivity, decision-making authority, and innovation. This paper introduces the factors that are elevating the importance of the branch office, the significance of transforming the branch office for the business, and how Cisco delivers value through the Empowered Branch. Because branch-office employees,...
- Tags: Branch Office, Microsoft Office, Cisco Systems Inc., Tools & Techniques, Management
- White papers 2008-02-01
- Bremer Banks on Improved Contact Center and Self Service
- Bremer Financial Corporation is a privately held, regional financial services company owned by the Otto Bremer Foundation and Bremer's employees. Bremer had a tremendous number of manual processes that, obviously, were very time consuming, inaccurate, and very difficult to keep updated. Bremer selected PeopleSoft Enterprise CRM service. With the help...
- Tags: Bank, PeopleSoft Inc., Contact Center, Bremer Financial Corp., Call Centers, Customer Relationship Management (CRM), Product Marketing, Advertising & Promotion, It Operations, Enterprise Software, Software, Marketing
- Case studies
- Deploying IPv6 in Branch Networks
- This paper provides a brief overview of the various branch IPv6 deployment profiles and general deployment considerations. The paper also covers the implementation details for each branch profile individually. In addition to configurations, the full configurations for each branch device can be found in the paper. The focus of this...
- Tags: IPv6, Router, Network, Configuration, WANs, Routers & Switches, Networking, Network Technology, Telecommunications
- White papers 2006-11-07
- Boost Revenue and Customer Satisfaction With Managed Application-Acceleration Service
- A burgeoning global trend toward branch-infrastructure consolidation is creating a significant new managed-service opportunity. Enterprises that centralize their application, file, and print services need assurance that their branch-office employees can access services over the WAN as quickly as they could over the LAN. Service providers can meet this need by...
- Tags: Revenue, Customer Satisfaction, Service, Network Technology, Networking
- White papers 2007-06-01
- Sun Case Study: Banque Internationale Arabe de Tunisie (BIAT)
- Banque Internationale Arabe de Tunisie BIAT, the largest private Tunisian bank, faced an urgent business challenge in an increasingly competitive banking industry. It had to provide faster and better service to its current customers in order to retain market share. To meet this challenge, BIAT devised an ambitious plan for...
- Tags: Bank, Sun Microsystems Inc., BIAT, Banking, Financial Services
- Case studies
- Credit Union Enhances Its Customer Service and Culture With Cisco Branch of the Future Solutions
- Mountain America Federal Credit Union MAFCU wanted to improve collaboration and training at geographically dispersed branches. The challenge was to foster more responsive-highly personalized customer service and create a scalable foundation to support new business-enhancing, intelligent IP applications. MAFCU deployed a Branch of the Future solution from Cisco Systems featuring...
- Tags: Customer Service, Cisco Systems Inc.
- Case studies 2005-09-01
- Major Building Society Powers Branch Transformation With IP Telephony
- The twin pressures of business growth and increasing competition meant that Coventry Building Society needed to adopt an innovative and cost-effective approach to investment in its contact centre and branch network. The BT-supplied Nortel solution comprises Business Communications Manager 200 with Survivable Remote Gateway software linked to the central customer...
- Tags: Telephony, Nortel Networks Corp., IP Telephony, IP, VOIP, Workforce Management, Telecommunications, Product Marketing, Customer Relationship Management (CRM), Telecom & Utilities, Networking, Human Resources, Marketing, Enterprise Software, Software
- Case studies 2006-06-14
- Enterprise Branch Wide Area Application Services Design Guide (Version 1.1)
- WAAS is one of the key Cisco application networking service components for the improvement of application and WAN optimization solutions. However, as branch offices increase in the size and complexity of their deployment, so do the interdependencies of their infrastructure services. The approach to WAN and application optimization begins with...
- Tags: Network, Cisco Systems Inc., WAAS, WANs, Networking
- White papers 2007-06-22
- Enterprise Branch Architecture Design Overview
- This paper provides an overview of the Enterprise Branch Architecture, which is one component in the overall Cisco Service-Oriented Network Architecture SONA. SONA is a comprehensive framework to provide guidelines to accelerate applications, business processes, and profitability. Based on the Cisco SONA framework, the Enterprise Branch Architecture incorporates networked infrastructure...
- Tags: Network, Cisco Systems Inc., Framework, SONA, Networking
- White papers 2006-10-12
- Calgary Public Library Turns a New Page With Cisco IP Communications
- With over 31 million customer interactions each year, the Calgary Public Library is one of the largest library systems in North America. Over the past several years, the Calgary library system has grown exponentially. The legacy phone systems, which included a 20-year-old private branch exchange in the central office and...
- Tags: IP, Library, Cisco Systems Inc.
- Case studies
- Managing Interactions Across The Enterprise
- Nowhere in the enterprise is there a better understanding of the customer than the Contact Center. However, until recently many companies did not leverage this expertise. For many companies, customer-centric initiatives began when they were brutally awakened by the Internet - their customers, long taken for granted, realized that alternative...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-02-14
- IP-Enabled Contact Centers: Lowering Costs, Raising the Customer Experience
- This paper explores how Internet Protocol IP can be leveraged to lower the cost of enhancing customer service via your contact center. IP is a critical enabler for multisite contact centers, providing the underlying technology that lets you cost-effectively extend your contact center to locations anywhere around the world �...
- Tags: Contact Center, IP, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-12-01
- Adobe Flex: Build Next-Generation Web Experiences
- Effective user experiences are the key to a company's success. An effective user experience is the difference between a customer who designs, personalizes, and purchases a product and a customer who gets frustrated and abandons a website. It's the difference between a sales manager who enters a customer meeting armed...
- Tags: Adobe Systems Inc., Customer, User Experience, Web Site Development, Web Technology, Telecom & Utilities, Internet
- White papers 2006-05-01
- Need help sharing a folder from a branch to another
- we have a main office and 3 other branches. for some reason, all the computers from our branch in Connecticut are not being displayed when we want to map a folder to another branch in NY. I can remote control any computer from NY to CT, but we need to...
- Tags: PRODUCTIVITY, fkanemoto@...
- Discussion threads 2007-08-14
- Nortel Networks Case Study: Dorwaal Insurance Group
- Founded in 1982, Dorwaal has offices in Utrecht, Arnhem, Diemen, Hoogezand and Eindhoven. Dorwaal wanted to retain its local identity with local telephone access to its customers. But its existing telecommunications were not up to the task. Some of the PBXs could not transfer calls, others were unreliable and two...
- Tags: Nortel Networks Corp., IP Telephony, Insurance, Product Marketing, Customer Relationship Management (CRM), Telephony, VOIP, Telecom & Utilities, Telecommunications, Marketing, Enterprise Software, Software, Networking
- Case studies
- Customer Appointment Manager (exe)
- Customer Appointment Manager is an electronic appointment book designed to help you manage your time and your customers. More than one computer can access appointment information at the same time with a multi-user version. With Customer Appointment Manager you can schedule one-time or repeat appointments, search for customer appointments, find...
- Tags: Atlas Business Solutions Inc., Customer Appointment Manager, PDAs, E-mail, Productivity, Handhelds, Hardware, Online Communications
- Software downloads 2007-04-17
- QuickBooks Client Manager and QuickBooks Customer Manager Version 2.0 White Paper
- QuickBooks Client Manager v2.0 is a client-centric information and task management tool designed specifically for the needs of accountants. The product consolidates all of your critical client information into one easy-to-use tool and gives you instant access to this data through an intuitive interface, enabling you to offer your clients...
- Tags: Product, Intuit QuickBooks, Productivity, Benefits, Human Resources
- White papers 2004-10-01
- Configuring Sun Java System Identity Manager as a Service for the Solaris 10 OS
- The Sun Java System Identity Manager provides a "Service" that addresses the provisioning life cycle for corporate user identities. This provisioning service is delivered as a complete solution. Identity Manager implements the solution by leveraging many underlying technologies. Identity Manager requires, at a minimum, a JavaServer Pages JSP technology-based servlet...
- Tags: Sun Solaris 10, Java, Operating System, Sun Microsystems Inc., Provisioning, Sun Java, Sun Java System Identity Manager, Sun Solaris, Operating Systems, Software
- White papers 2005-08-01
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