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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
- 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...
- 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...
- Blog posts 2008-07-08
- 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...
- Blog posts 2008-04-29
- Removing the human element from customer service removes the intelligence
- As with many organisations, ours has adopted an automated system for distributing job tickets to the field force. It is mostly a clean and efficient system and passes the calls to the correct person but, being a computer program, cannot take the human element into consideration. ...
- Blog posts 2008-03-19
- 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...
- Blog posts 2008-02-08
- 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...
- Blog posts 2007-12-18
- 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. ...
- Blog posts 2007-11-16
- iPhone saga shows that Apple is more controlling than Microsoft
- Is Apple more controlling than Microsoft?RE: iPhone saga shows that Apple is more controlling than MicrosoftAsk iPhone owners what they think of their phone. I have owned one for about 6 weeks and I am very happy with it and would buy again.I don't mind that Apple is controlling......like i...
- Discussion threads 2007-10-11
- Customer service
- How many ICT companies really have customer satisfaction as a primary objective?
- Discussion threads 2007-09-11
- Security and customer service: Why they go hand in hand
- Sometimes, circumventing security is just *bad*.It's true that sometimes an end user circumventing security policies is just someone that feels the IT department is holding him/her back, and that there needs to be some kind of attempt to address the perceived needs of that end user. It's true that...
- Discussion threads 2007-08-09
- Security and customer service: Why they go hand in hand
- On July 30, The Wall Street Journal published an article entitled “Ten Things Your IT Department Won’t Tell You." The article discussed ways users could circumvent IT security and other restrictions, in the interest of getting their work done. Reaction came swiftly, in particular from TechRepublic editor Jason Hiner, in...
- Blog posts 2007-08-06
- Yelping yet?
- Have you started Yelping yet? It's clearly the way of the future.But most companies' haven't yet figured out that it's coming at them - for good or bad. Yelping is all about the democratization of customer care and service. It might be the best thing ever from...
- Blog posts 2007-07-26
- customer service and tech support ratio
- I have a business that sells products over the internet. what is the needed ratio of customer service and tech support to number of customers?ThanksThe age old questionI wish you luck.That's a question that has been around as long as there has been a need for Technical Support.Here are just...
- Discussion threads 2007-06-24
- Helpdesk Tech needed ASAP--- Dallas, TX
- Job Responsibilities:Candidate will be responsible for inbound technical support calls, accurately logging, ticketing, and tracking of all calls, providing accurate and professional resolution on all supported issues, timely follow up calls, and accurately resolving all assigned 'trouble' tickets.Candidate will also have to travel locally for install and problem resolution. Excellent...
- Discussion threads 2007-06-19
- CEOS THINK CUSTOMER SERVICE IS GREAT
- http://redtape.msnbc.com/2007/05/ever_wonder_why.html#postsRose colored glass's? Yes men?I totally agree with this statement though.[i]The good news for companies -- and consumers -- is that some firms are finally starting to understand the value of treating consumers well, Sprague said.The benefits are immediate. Companies that improve their customer service experiences find consumers become...
- Discussion threads 2007-05-22
- What really counts - good customer service or the lowest price?
- Flexible retailThe only result of lower prices is terrible customer service. If you can't support high enough prices then you can't afford to compensate with sales personnel. Stores are full of KNOW-NOTHING sales people who are eager to sell anything. However , knowledgable sales people will bring...
- Discussion threads 2007-05-09
- What really counts - good customer service or the lowest price?
- Recently, more than 400 companies were examined by MSN Money for their customer service efforts - and six out of the worst 10 were communications providers. Among the nations bottom 10 - cable providers, wireless carriers and one satellite company dominated the studys results. Here are some of the...
- Blog posts 2007-05-09
- 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...
- Technical articles 2007-04-17
- Use Excel's Moving Average add-in to predict customer service call load
- Sample DataThese examples are great, but providing sample data with them would be better.I agreeWe would really find this usefull in our call center so pls if you can give us an example
- Discussion threads 2007-04-17
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