TechRepublic Resources
- Should you run your own customer support services or outsource?
- Should you outsource customer support services or handle those services in-house? Two vendors offer their take on which way you should go.If you’re considering adding more contact solutions into your organization’s existing customer support strategy, you face two options:Integrate solutions and cross-train employees on your own.Outsource your customer support services.This...
- Tags: Workforce management, Call centers, Product marketing, Customer relationship management (CRM), Dana Norton, training, Talisma Corp., QuickStart, Web-chat, customer support services, outsource
- Technical articles 2000-12-01
Additional Resources
- International Network Services Case Study: Kemper Insurance
- Kemper Insurance is a leading provider of property/casualty insurance and risk management services. Kemper operates nationwide and in many foreign markets and wanted to improve its customer support consistently across its customer base. Kemper had begun to execute a plan to provide customers with consistent support, standardize processes and tools,...
- Tags: Risk Management, Kemper Insurance, Kemper, Financial Planning, Insurance, Financial Services, Strategy, Security, Finance, Business Operations, Corporate Insurance, Management
- Case studies
- Alltel Answers the Call With Advanced Customer Services
- As the owner and operator of America's largest wireless network, Alltel answers to a lot of people. More than 11 million in fact. And when that many customers depend on you for wireless service, one can't afford to take chances with the critical systems. It's for this reason that Alltel...
- Tags: Customer Service, Oracle Corp., Alltel Corp., Wi-Fi, Wireless
- Case studies 2007-08-01
- Bell Dials Into Project Success With Advanced Customer Services
- Bell remains Canada's largest communications company because it's been successful at innovating and adapting to change. As part of the IT organization, Adaptive Infrastructure (AI's) role is to accelerate the delivery of new infrastructure projects without compromising quality. To help achieve this goal, Bell's AI team turns to Oracle's Advanced...
- Tags: Oracle Corp., Team Management, Strategy, Management
- Case studies 2007-08-01
- White Paper - Technical Support Services
- In today's competitive business and technology-oriented environment, the need for customer support is rising. The one thing that differentiates an organization from its competitors is the level and quality of customer service provided. Technical support is one service under Customer Interaction services, which requires technical knowledge, and business communication skills....
- Tags: Support Services, 24/7 Customer, Business Process Outsourcing (BPO), It Services, Outsourcing, Product Marketing, Customer Relationship Management (CRM), Strategy, It Operations, Business Operations, Outsourcing & Subcontracting, Marketing, Enterprise Software, Software, Management
- White papers 2004-10-19
- Services Arm Relationship Success Story: QLogic Corporation
- QLogic, an enterprise storage solution vendor, was experiencing rapid worldwide growth in product sales. In addition to other distant customer support issues, a large number of service calls they received by telephone or e-mail were in local non-English languages. QLogic was looking for a long-term global services partner who could...
- Tags: Lucent Technologies Inc., QLogic Corp., Supply Chain, Product Marketing, Business Structures, Sales Strategy, E-mail, Storage Management, It Services, Storage, Business Operations, Marketing, Finance, Sales, Online Communications, Hardware
- Case studies
- Service Level Agreements: A Framework for the Quality Management and Improvement of Central Support Services
- Service Level Agreements (SLAs) are becoming an increasingly popular way to manage the quality of services within organisations. Monash University is developing SLA's between central support services and faculties for support services including human resources, student services and information technology services. The potential benefits of this process include increased internal...
- Tags: Monash University, SLA, Support Services, Quality Management, Service Level Management, It Services, It Operations, It service Management
- White papers 2005-04-28
- SGI Uses VMware to Solve Customer Problems Across Different Linux Versions
- SGI Global Customer Services is a one-stop shop for Linux services, whether the need is for education, transition and integration services, or ongoing support and maintenance. To best help users, they need to simulate the user's problem on the exact Linux distribution and configuration the user is working on. Many...
- Tags: Linux Distribution, Silicon Graphics Inc., VMware Inc., SGI Global Customer Services, Linux, Open Source, UNIX, Operating Systems, Software
- Case studies
- Online Support Communities: Best Practices and Deployment Tips for Reducing Costs and Increasing Customer Satisfaction
- Harnessing customer feedback to improve your products and services can translate into a real competitive advantage. That's why a growing number of companies are deploying online support communities. Indeed, a well designed and properly moderated online support community delivers a number of key business benefits, including the ability to: ...
- Tags: best practice, online support, lithium, customer satisfaction, competitive advantage, benefit
- White papers
- Delivering Customer Service That Works: Cross-Lifecycle Customer Service and Support
- Companies struggle to provide a customer service experience that is meaningful and relevant to their customers. When dealing with an incident, agents typically have little understanding of who the customer is, the product he or she owns, and the other activities that were tried in the resolution process. In addition,...
- Tags: ATG, Customer Service, Customer, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Webcasts
- Oracle Case Study: Dexia Credit Local
- Dexia has a unique niche in the financial services industry, providing services exclusively to local public sector governments throughout the European Union, Central Europe, and the United States. Dexia Credit Local was looking to enhance customer loyalty by leveraging customer data and integrating support systems. Its disparate systems, however, did...
- Tags: Oracle Corp., Dexia, Customer Information, Government, Marketing Research, Strategy, Marketing, Management
- Case studies
- Real Results Report: Businesses improve customer support experiences with WebEx Support Center
- Using On-Demand Web services, companies around the globe are discovering new ways to reach, handle, and satisfy a constantly growing customer-base. Here are four companies that made it happen.
- Tags: WebEx Communications Inc.
- Case studies 2007-06-01
- SecureInfo Improves Customer Support and Enhances Product Development Using Remedy
- SecureInfo Corporation specializes in comprehensive enterprise security management solutions focusing on government, financial, and healthcare e-business security. As SecureInfo's business demand has grown, so has the need to provide top-notch customer support. SecureInfo selected Remedy Customer Support to meet their needs. By implementing Remedy Customer Support, SecureInfo leveraged the application's...
- Tags: SecureInfo, Remedy Corp., Product Development, It Management, Security, Research & Development, Business Operations, It service Management
- Case studies
- CA SupportBridge Connects EarthLink Customers to High Quality Support
- Atlanta-based EarthLink Inc. (EarthLink) has earned an award-winning reputation for outstanding customer service and its suite of online products and services. EarthLink customer care technicians operate in locations around the globe. Customer contact centers worldwide work with customers subscribed to a range of services including dial-up, high-speed, voice, web hosting,...
- Tags: EarthLink Inc., Computer Associates International Inc., CA SupportBridge, Web Hosting, Call Centers, Home Networking, Customer Relationship Management (CRM), Internet, It Operations, Networking, Personal Technology, Enterprise Software, Software
- Case studies
- Best Practices for Customer Data Integration in Financial Services
- Watch this educational Web seminar replay to learn why leading financial services institutions have chosen Siebel Systems as their partner to address their single view of the customer requirements. You will learn how these financial institutions harness a single view of the customer to: Comply with mounting Know Your Customer...
- Tags: Financial Service, Siebel Systems Inc., Data Integration, Best Practice, Data Management, Financial Planning, Financial Services, Financial Accounting, Finance
- Webcasts
- Optimis Uses BMC Remedy Customer Support to Guarantee Service Excellence
- Optimis was formed following a management buyout of Blue Pumpkin Software UK, previously a wholly owned subsidiary of Blue Pumpkin Inc. One of the first challenges facing the Optimis team was the need to establish a new customer support infrastructure. Because Optimis demonstrates best practice leadership when dealing with its...
- Tags: BMC Software Inc., Customer Service, Customer Satisfaction, Remedy Corp., Optimis, It Management, Product Marketing, Customer Relationship Management (CRM), It service Management, Marketing, Enterprise Software, Software
- Case studies
- Customer Service and Support: The Financial Services Perspective - How Service Centers Across Europe Address Operational Efficiency, Performance Management and Contact Center Technologies
- Webster Buchanan Research carried out in-depth research interviews with senior executives in the European customer service arena, designed to assess the current and potential impact of technology in customer service and support. The findings provide insight into how successfully core technologies are being implemented in customer service centers, ranging from...
- Tags: Customer Service, Performance, Financial Service, Performance Management, Contact Center, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2005-03-01
- Shared Services in the Public Sector
- The Transformational Government Strategy describes three transformations that are enabled by technology. One of these is Shared Services. In the Strategy the term "Shared Services" encompasses the sharing of customer services in the front-office as well as corporate services in the back-office. Oracle's software supports sharing of all kinds. It...
- Tags: Oracle Corp., Back-office, Transformational Government Strategy, Operational Accounting, Finance
- White papers 2006-02-16
- Moving From the Mission Statement to Reality: Achieving a Customer Centric Bank
- The phrase "A customer-centric bank" has become a cliche and probably exists on more than a few mission statements at banks around the world. So what exactly does that mean, and more important how does it really become a customer-centric bank and move the idea from a refrigerator magnet to...
- Tags: Bank, Customer, Financial Services
- White papers 2007-03-01
- Optimis Selects Remedy Customer Support to Guarantee Service Excellence
- Optimis is a leading provider of workforce optimization solutions to the contact center industry in the United Kingdom and Ireland. Optimis faced the need for best practices in customer service and support. Remedy Customer Support matched all Optimis' infrastructure and functionality. Remedy Customer Support satisfies the Optimis fundamental requirement for...
- Tags: BMC Software Inc., Remedy Corp., Workforce, Optimis, Remedy Customer Support, Workforce Management, Recruitment & Selection, It Management, Human Resources, It service Management
- Case studies
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