Sponsored White Papers, Webcasts, and Downloads
Additional Resources
- 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
- Improving Service Quality While Cutting Cost in Government Agencies
- Many in Government assume that they cannot afford to deliver high-quality service to their customers, the level of service their customers want and deserve, due to the cost. Operating budgets are tight or even declining as tax and fee revenues continue to reflect a sluggish economy. The purpose of this...
- Tags: Customer Service, Agency, Government, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2005-04-13
- 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
- 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 Excellence
- Customers need round-the-clock access to bank services. At the same time, banks must ensure consistency, security, and quality across multiple communications channels. New applications maximize interactions to ensure superior customer service while enabling quality assurance and optimized workforce performance.
- Tags: Bank, Customer Service, Intel Corp., Financial Services, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Webcasts
- 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
- How Resellers Ensure Quality of Service
- An important component to any hosting operation is quality of service. Hosting operations must ensure that they provide reliable, quality service to their clientele to ensure their retention. The best way for resellers to make certain that they are offering the best services possible is to contract Web hosting from...
- Tags: QoS, Reseller, Agreement, Carrier, Service Level Management, It Operations, It service Management
- White papers
- Does Your Service Strategy Deliver?: Pull the Rug From Under Your Competitors by Differentiating Your Service Delivery Model
- While many companies talk about the importance of quality service, few actually deliver on the promise of exceptional service delivery. The analytical approach described in this paper can help be one of the few companies that truly exceeds customer expectations. By assessing the service delivery model strategically, one can achieve...
- Tags: Service, Service Delivery, Product Marketing, Strategy, Customer Relationship Management (CRM), Marketing, Management, Enterprise Software, Software
- White papers 2005-08-01
- Towards a Framework for IT Service Fault Management
- IT service providers - either research institutions or commercial providers - offer IT services based on the behaviour of resources like the network infrastructure. To satisfy the customer demand for high service quality, which is specified in terms of Quality of Service parameters, the process of diagnosing and resolving resource...
- Tags: Information Technology, Service Quality, ITIL, Strategy, Business Services, It Services, Management
- White papers 2005-05-14
- British Butcher Deploys New Solution for Enhanced Customer Service
- The Barton Meat Company provides quality meat, dairy, and speciality food products in the United Kingdom. The organisation's success depends not only on the quality of its products, but also on the standard of its customer service. As a result, it has deployed new technology solutions to streamline order processing,...
- Tags: Food, Customer Service, Microsoft Corp., Organization, British Butcher, Product Marketing, Customer Relationship Management (CRM), Food & Beverage, Marketing, Enterprise Software, Software, Manufacturing
- Case studies
- Information Quality in Customer Relationship Management Systems
- Customer Relationship Management follows the increasingly necessary movement towards total integrated customer information in order to more adequately serve the needs of both business and consumer by tailoring services and products in the direction of both parties. This paper discusses the importance of information quality to customer relationship management and...
- Tags: Information Quality, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-11-06
- Understanding the Voice of the Customer
- A lot has been said about listening to the voice of the customer to ensure that the business is delivering quality service. But what about understanding that voice? This webcast discusses how call recordings can contain a wealth of information that go beyond simply gathering data for quality monitoring. The...
- Tags: Customer Service, Webcast, Voice, Process Improvement, Digital Media, Telecommunications, Quality, Business Operations, Consumer Electronics, Personal Technology
- Webcasts
- Leading European Telecom Company Streamlines Customer Service With Digital Mailroom
- Bouygues Telecom is one of Europe's top telecom operators. With its emphasis on customer service, Bouygues Telecom undertook an initiative to improve customer service quality and increase the productivity of the customer service staff. The customer service center receives an average of 100,000 letters per month. Approximately 40 percent of...
- Tags: Customer Service, EMC Corp., European Telecom Company, Bouygues Telecom, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Case studies 2006-07-07
- Looking Beyond the Call Center: Preventing Erosion in Your Customer Base and Profits
- Today's competitive business environment has driven the need for higher levels of service quality. Even with huge leaps in service technologies, companies struggle to meet customer expectations while reducing contact center costs. For every service contact that a company receives from a customer, there are five to ten other customers...
- Tags: Enkata Technologies Inc., Contact Center, Customer, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-02-03
- Lucent Technologies VitalSuite Service Quality Management Software for Government
- Emerging technologies in areas such as IP, wireless data and metro optical are accelerating the shift from simple connectivity to multi-media applications delivered over converged network architectures. But successfully delivering them means consistently ensuring high service quality your network users expect every day. Lucent's VitalSuite Service Quality Management software helps...
- Tags: Lucent Technologies Inc., Converged Network, Network, Quality Management, Government, Networking
- White papers 2005-07-14
- etalk's Survey, Quality Monitoring, Agent Evaluation Solutions Lead to Award-Winning Service for Entergy
- Entergy Corporation is an integrated energy company engaged primarily in electric power production and retail distribution operations. Entergy's 500 call center agents, divided among six centers provide service to more than 2.6 million customers. Receiving more than a million calls per month regarding billing inquiries, service requests, bill extensions, and...
- Tags: Agent, Entergy Corp., Monitoring, Survey, Real Estate, Call Centers, Business Operations, It Operations
- Case studies
- Sealing Devices Boosts Customer Service With Clean, Centralized Data
- Sealing Devices, Inc. prides itself on customer service. That focus on service has allowed it to grow from a small distributor of seals and gaskets into an industry leader. To continue its stellar customer service while managing growth, Sealing Devices had to find a way to clean up its customer...
- Tags: Data Quality, Customer Service, Oracle Corp., Product Marketing, Customer Relationship Management (CRM), Databases, Marketing, Enterprise Software, Software, Data Management
- Case studies
- Remedy Assists Time Warner Cable in Delivering Award-Winning Customer Care
- With three technologically complex product lines - cable television, high-speed Internet access, and digital telephone service - and nearly 11 million customers in 27 states, maintaining world-class service is a challenge at Time Warner Cable. To ensure that customer service representatives CSRs have the tools to meet customer expectations, the...
- Tags: BMC Software Inc., Time Warner Inc., Customer, Remedy Corp., It Management, Cable, It service Management, Telecommunications, Personal Technology
- Case studies
- Lifetree Leverages BEA Technologies to Power Its Proprietary Sales and Service Framework for the Telecom Industry
- Off late, increasing competition, customer churn, higher customer expectations and margin pressures characterize business operations within the telecom sector. Telecom operators have to contend with geographical networks encompassing operations in multiple circles and therefore need greater control of the network to facilitate uniformity in service levels across all fronts. An...
- Tags: BEA Systems Inc., Sales, Telephony, Telecom & Utilities, Telecommunications, Networking
- Case studies 2007-06-01
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