TechRepublic Resources
- Make data entry in Access easier by changing text boxes to combo boxes
- If your users get slowed down by the various formats demanded by Access data entry, learn how to make Access' data entry fields more versatile by changing text boxes to combo boxes. Access users should not have to memorize codes or look up ID numbers in order to...
- Tags: Microsoft Access, Microsoft Office, Mary Ann Richardson, data entry, Customer Database, rep, Microsoft Office Suite Access Tips Newsletter, Box, Customer Service Representative, Databases, Office Suites, Software, Enterprise Software, Data Management
- Technical articles 2007-03-06
- Adobe Solutions for eLearning: Transforming Customer Service in the Telecommunications Industry
- For any company in any industry, the mandate is clear: Provide exceptional customer service. For technical support, account updates, or new product information, the Customer Service Representative (CSR) is the primary point of contact. The effectiveness of the CSR, therefore, is critical to the overall customer experience and ultimately to...
- Tags: Adobe Systems Inc., Customer Service, Customer Service Representative, E-learning, Product Marketing, Customer Relationship Management (CRM), Sales Strategy, Telephony, Telecom & Utilities, Telecommunications, Marketing, Enterprise Software, Software, Sales, Networking
- White papers 2006-09-01
- The Integrated Contact Center: Resolving Calls Faster, the First Time
- A contact center is the frontline of a company. Customer Service Representatives (CSRs) and their managers wage a constant battle to resolve support issues, generate new sales, and complete dozens of other business-critical functions. Accomplishing these business activities can be struggle enough - CSR's shouldn't face the additional challenge of...
- Tags: Customer Service Representative, Above All Software Inc., Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-12-13
- Improving Contact Center Effectiveness and Agent Performance Through Process Integration
- Contact centers are at the forefront of organizations' connections to their customers. Customer Service Representative (CSR) interactions often make the difference between extended loyalty and cross-selling opportunities, and abandoned transactions and customer defection. So why, then, do surveys show that customer satisfaction rates have declined rather than increased? The answer...
- Tags: Customer Service Representative, Agent, Contact Center, Customer Satisfaction, Integration, Frost & Sullivan, Call Centers, Product Marketing, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software
- White papers 2004-09-29
- Building a Virtual customer service representative
- This Technology Guide examines the Virtual Customer Service Representative (vCSR), a new kind of customer-centric software platform that automates a selected set of customer service and sales functions for both the customer and the customer service representative. The vCSR platform integrates new technologies such as speech recognition, natural language understanding,...
- Tags: Customer Service, Customer Service Representative, Virtual Customer Service Representative Platform, Guide, Sales Strategy, E-mail, Product Marketing, Customer Relationship Management (CRM), Real Estate, Interactive Voice Response (IVR), Sales, Online Communications, Marketing, Enterprise Software, Software, Business Operations
- White papers 2001-04-15
Additional Resources
- VueChat Express (exe)
- VueChat Express enables a Web based Customer Service software on your Web site powered by video/voice chat, Instant Messaging, and useful CRM (Customer Relationship Management) functions. VueChat Customer Service includes Server, Representative, Customer and VoIP (Voice over IP) components. It provides a Web-based Customer Service, IM, VoIP communications and Video...
- Tags: Web, Customer Service, IM, CRM, VueChat Express, VueChat Customer Service, Telephony, VOIP, Customer Relationship Management (CRM), Instant Messaging, Channel Management, Product Marketing, Telecommunications, Networking, Enterprise Software, Software, Internet, Online Communications, Marketing
- Software downloads 2006-01-03
- Syngenta Germinates Efficient IT Systems With Xcellenet
- Syngenta is a world leader in agribusiness with $6.3 billion in sales in 2001. Seed orders were handled manually. The sales rep would call customer service to place an order for a customer. The customer service representative would then enter the order into the system. This process was time consuming...
- Tags: Information Technology, XcelleNet, Syngenta, Sales Strategy, Sales Force Management, Sales
- Case studies
- 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
- Send e-mails to contacts with Access 2003's Smart Tags
- If you're looking for new ways to delight your clients and save your employees time, then check out this simple trick. You'll learn how Smart Tags make it a snap for customer service reps to respond to client e-mails or schedule a client meeting. With Microsoft Access 2003, you...
- Tags: Smart Tags, Microsoft Access, Microsoft Office, Databases, Mary Ann Richardson, Smart Tag, Customer Name, Microsoft Office Suite Access Tips Newsletter, Client, E-mail, Online Communications, Office Suites, Software, Enterprise Software, Data Management
- Technical articles 2005-09-20
- Customer Centered Service: What It Is and How to Implement
- Repeat business from the existing customer base is the best kind of business a person can have. And the best way to ensure repeat business is to treat the customers right. This paper introduces the notion of Customer Centered Service, a new and exciting way to increase customer loyalty and,...
- Tags: Customer, eGain Communications Corp., Customer Centered Service, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-05-10
- Assuring the Customer Experience: Defining a Customer-Driven Service Assurance Strategy
- The shift to customer-centricity is being driven both by service providers and their customers. Customers are increasingly demanding better customer service from their service providers. When a customer's service is interrupted, they expect the service provider to not only already know that they have been affected and to identify the...
- Tags: Strategy, Amdocs, Service Provider, Business Services
- White papers 2006-05-01
- Momentum Webcast: Drive Real-World Business Processes With Microsoft Dynamics CRM (Level 100)
- The presenter of this webcast explains how Microsoft Dynamics CRM can help to develop and strengthen profitable customer relationships. Designed to work the way the business does, Microsoft CRM provides a powerful range of options for measuring progress and results of Customer Relationship Management (CRM) activities within the system. A...
- Tags: Microsoft Dynamics, Webcast, Microsoft Corp., CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing
- Webcasts
- Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service
- Our new economic reality is one of increased competition, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs. In this environment, customer service is the single biggest differentiator for businesses. In the last few years, most companies have made significant efforts to enhance the...
- Tags: Customer Service, eGain Communications Corp., Best Practice, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers
- Customer Service Portals With BEA and Documentum
- Happy customers are good for business. They spend more, cost less to maintain, and are less likely to defect. And now you can provide a superior customer service experience and lower your costs at the same time - with Customer Service Portal solutions from BEA and Documentum. This webcast features...
- Tags: Customer Service, BEA Systems Inc., Documentum, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Webcasts
- VMware Makes Customer Support Easier at ExcelNet
- ExcelNet is a rapidly growing ISP offering Internet dial-up access, Web hosting, dedicated bandwidth, and mail-list hosting. Before using VMware, ExcelNet used a commercial software tool for managing dual-booting, but customers had to hold for three to four minutes while the machine rebooted. The customer support representatives lost access to...
- Tags: Customer, VMware Inc., ExcelNet, Help Desk, Call Centers, Tools & Techniques, Internet Service Providers (ISPs), Storage, It Operations, Management, Internet, Hardware
- Case studies
- A Uniform View of Customer Information Creates Higher Quality Service and Customer Care
- Thanks to mySAP Customer Relationship Management (mySAP CRM), Freudenberg IT KG was able to optimize its customer services processes just how it wanted. Now, with a uniform view of all relevant customer data and a comprehensive range of functionality at their fingertips, some 50 service, sales, and marketing employees can...
- Tags: mySAP, SAP AG, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- Effective Outsource Management: Preventing Customer Churn and Unforeseen Costs
- Outsourcing all or part of a company's customer service operation has the potential to lower costs, better focus in-house resources, and even improve customer relationships - but entrusting customers to an outside vendor also creates a service "Gap" that can jeopardize those customer relationships. Executives who hire an outsourcer to...
- Tags: Customer Service, Enkata Technologies Inc., Outsource, Outsourcing, Product Marketing, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Marketing, Enterprise Software, Software
- White papers 2006-02-15
- The World Has Changed; Have You?: A New Paradigm for Customer Service Management
- With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. These organizations are embracing...
- Tags: Customer Service, Enkata Technologies Inc., Customer Service Management, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2005-04-12
- Customer-Driven Coaching: Using the Voice of the Customer to Maximize Your ROI
- When given the opportunity, customers are willing to help coach the representatives, and when engaged, representatives will be open to change. The Voice of the Customer (VOC) can be the most powerful element in the coaching program, if allowed. With the VOC, a person will be able to create the...
- Tags: Representative, Voice, ROI, Games, Roi/Tco, Financial Planning, Personal Technology, Finance, Managerial Accounting
- White papers
- Solving the CRM Employee Retention Problem: A Customer Service Approach (Part II)
- There is definitely a link in the customer service arena between the quality of service the customer receives and their levels of satisfaction. The better the service, the more satisfied the customer. And, when the customer is more satisfied, he or she is usually more loyal to the service provider....
- Tags: Customer Service, QoS, Employee Retention, CRM, Product Marketing, Customer Relationship Management (CRM), Recruitment & Selection, Marketing, Enterprise Software, Software, Human Resources, Workforce Management
- White papers
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