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- Lo, the gas man cometh
- There are times when the cheapest option may not be the best, but how do you justify going for the more expensive option? A recent transaction with a utility provider got me thinking about this equation. by Jeff Dray
- Tags: Customer Service, Product Marketing, Customer Relationship Management (CRM), Channel Management, Marketing, Enterprise Software, Software, Jeff Dray
- Blog posts 2008-08-04
- Customer service the right way
- Bad customer service stories are everywhere. They are so prevalent that a quick search revealed over two million hits. So what is customer service the right way? And is it possible that we get so run down by receiving bad service that it spills into our own performance? by Tricia...
- Tags: Car, Customer Service, Financial Planner, Mechanic, Ice Cream, Customer Service Story, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Tricia Liebert
- Blog posts 2008-07-17
- Passing the customer service buck
- Providing customer service is more than just reading a list of steps from a troubleshooting guide. It should also be about listening to the customer's problem and helping to resolve it. That doesn't happen often enough and we all have a customer service nightmare story to prove it. by Tricia...
- Tags: Customer Service, Router, Conditioner, Mom, Modems, Product Marketing, Customer Relationship Management (CRM), Hardware, Components, Marketing, Enterprise Software, Software, Tricia Liebert
- Blog posts 2008-07-08
- What can support pros learn from their auto mechanics?
- An examination of how good mechanics attend to their customers can provide some guidelines for how the help desk can provide a high level of service. Six tips for support pros. by William Jones
- Tags: Car, Mechanic, Mechanics, Help Desk, Call Centers, Productivity, Product Marketing, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software, William Jones
- Blog posts 2008-06-18
- What's more important at the entry-level, a service attitude or technical aptitude?
- I'm looking at hiring people for a couple of new IT positions in my office. One of these jobs is for a full-time professional that we hope can help us on some upcoming Web development projects. The other position is for a part-time support assistant, and since we're based here...
- Tags: Hiring, Customer Service, Position, Qualification, Recruitment & Selection, Product Marketing, Customer Relationship Management (CRM), Human Resources, Workforce Management, Marketing, Enterprise Software, Software, William Jones
- Blog posts 2008-04-29
- Customer service -- Going from being the doctor to being the patient
- I moved to Minnesota early in the Y2K build-up phase. I left a television station in Arizona where I was doing system administration in an effort to get to the next phase of my career. I found work with a medical insurer in system support. Here I...
- Tags: Customer Service, Patient, Apple Inc., Computer, Productivity, Y2K, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Tricia Liebert
- Blog posts 2008-02-08
- UCCXD - Cisco Contact Center Express/Unified IP IVR Deployment
- View Available Dates and LocationsIn this hands-on Authorized Cisco course, you will gain the knowledge and skills needed to deploy the Cisco IP Contact Center Express product, including deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting, and...
- Tags: Global Knowledge Network Inc., Pod, Agent, Contact Center, IP, IVR, Cisco Systems Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Training 2008-01-01
- UCCXA - Cisco Unified Contact Center Express Advanced
- View Available Dates and LocationsIn this course, you'll build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced techniques in scripting as well as the overall Customer Response Solution CRS functionality. Learn to implement features that extend the functionality of...
- Tags: Global Knowledge Network Inc., Pod, Recorder, Contact Center, IP, Server, Cisco Systems Inc., Best Practice, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Training 2008-01-01
- Capital One: What's in your database?
- I encountered every developer's worst nightmare this weekend: severe data corruption in the database. The corruption was in the worst place possible from my viewpoint as a consumer: my credit card company. Not only did I uncover a case of significant data corruption, but it looks like the backup system was...
- Tags: Customer Service, Database, Capital One Financial Corp., Data Corruption, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Justin James
- Blog posts 2007-12-18
- Microsoft Dynamics CRM 4.0 available for download
- Microsoft's Dynamics CRM 4.0, code-named Titan, has been released for manufacturing and will available in the customer-hosted or Microsoft-hosted version. An excerpt from ZDNet: According to the Microsoft East Region CRM blog, it will take Microsoft a couple of weeks for the final bits to hit...
- Tags: Microsoft Dynamics, Microsoft Dynamics CRM, Microsoft Corp., CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing, Arun Radhakrishnan
- Blog posts 2007-12-18
- Internet activists up in arms over Roger's hijacking of Web pages
- Rogers Communications Inc. is drawing fire for what some critics are calling a violation of Net Neutrality. It appears that Rogers is testing the deployment of Deep Packet Inspection DPI technology to splice into customers' Web traffic, inserting its own messages into a Web page. Below...
- Tags: Web, Web Page, Rogers Communications Inc., Internet, Internet Service Providers (ISPs), Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Paul Mah
- Blog posts 2007-12-11
- Why you should worry about the "Google phone"
- One of the worst kept secrets of the past year has been that Google intends to create a new model for mobile phone users. Pundits expect to see something available in early testing stages from the company as early as a year from now. ...
- Tags: Google Inc., Customer Service, Phone, Customer, Product Marketing, Cable, Business Services, Customer Relationship Management (CRM), Telecom & Utilities, Cellular Phones, Strategy, Marketing, Telecommunications, Personal Technology, Enterprise Software, Software, Consumer Electronics, Management, John McKee
- Blog posts 2007-11-16
- Supporting my laundry: Why some people are not cut out for the help desk
- I don't like to be discriminatory, but some people don't have what it takes to provide computer support. Working the help desk takes rare hybrid of skills: customer service acumen and technical inquisitiveness. Not everyone can have these talents, as my landlord illustrates... The communal washers and...
- Tags: Token, Help Desk, Call Centers, Product Marketing, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software, William Jones
- Blog posts 2007-11-15
- Shrink-wrapped aggravation, part I
- The absence of shrink wrap nearly cost me $30. I didn't realize it at the time, and naturally became upset when I learned about it. Fortunately, though, I believe I will resolve the matter successfully. My first week of classes of the fall semester...
- Tags: Book Store, Workforce Management, Product Marketing, Customer Relationship Management (CRM), Human Resources, Marketing, Enterprise Software, Software, Calvin Sun
- Blog posts 2007-11-14
- 5 laws for CRM success
- Purchasing a Customer Relationship Management CRM System? Here's some bad news:Â you'll probably fail. It may very well be a disappointment. You could be wasting your money. At best, you may only have a glorified rolodex. My company services over 500 small- and medium-sized clients that use the CRM applications...
- Tags: Gene, Champion, CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing, Gene Marks
- Blog posts 2007-11-12
- Putting out fires? Don't beat out the flames, turn off the gas!
- Are you too busy firefighting to solve the underlying problems in your systems? This is not as rare as it should be, as companies grow and departments merge we often find ourselves having to cope with duplicated systems. When the customer records are kept on a...
- Tags: Billing, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Jeff Dray
- Blog posts 2007-10-17
- Use Excel's Moving Average add-in to predict customer service call load
- Monitor and predict call center volume using Excel's Moving Average add-in, which can help you spot trends that may warrant further attention, saving you headaches down the line. UPDATE: You can download an Excel example of this tip here.Your call center manager notices that the center has received an...
- Tags: Microsoft Excel, Microsoft Office, Mary Ann Richardson, Customer relationship management (CRM), Use Excel, customer service, Click Moving Average, Microsoft Office Suite Excel Tips Newsletter, Call, Manager, Office Suites, Software
- Technical articles 2007-04-17
- Make good customer service the goal of your government organization
- Ramon Padilla discusses the role of good customer service in government organizations, and the benefits that can accrue from having a good service reputation. Yesterday I spent nearly two hours resolving an issue in which one of my ISPs "turned off" my account because it had failed to...
- Tags: Ramon Padilla Jr., Product marketing, Customer relationship management (CRM), customer service, information technology, Government IT Newsletter, Ramon Padilla, Strategy, Marketing, Enterprise Software, Software, Management
- Technical articles 2005-07-01
- Integrating content management systems across the enterprise
- Many large financial services companies have legacy document management systems for certain types of documents and often from different vendors. Some companies may also use different systems in regional offices. Mark Vernon reports on enterprise content management systems and the technology that allows integration without throwing out all of your...
- Tags: Macif, Mark Vernon, Content management, Call centers, Insurance, Customer relationship management (CRM), enterprise content management, content management system, call-center, compliance, Financial Service IT Newsletter, Automation, Lydia Gibert, Document Management, Enterprise Software, Software, Finance, Managerial Accounting
- Technical articles 2005-06-21
- Developing the bank branch with next-generation ATMs
- Mark Vernon discusses the trend in the banking industry to revitalize branches with new technologies. Next-generation ATMs will expand the services available at the local branch, allowing bank tellers to concentrate more on customer service. Despite the emergence of Internet banking and call centers in recent years, the banking...
- Tags: NCR Corp., Banking, Mark Vernon, ATM, Customer relationship management (CRM), bank, CRM Lite, CRM, financial, Financial Service IT Newsletter, Financial Services, Network Technology, Networking
- Technical articles 2005-06-07
Product Spotlight
- Find out what these tech products mean for the business bottom line at the TechRepublic Product Spotlight blog.
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