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TechRepublic Resources
- A "Connected Community," Kane County, Illinois Improves Public Safety, Delivers Services More Effectively, and Stimulates Economic Development
- With a new network that supports both voice and data, Kane County, Illinois, has transformed its business processes for delivering services to constituents. Safety has improved because the county can instantly connect decision-makers in various locations during emergencies. Service effectiveness has increased because the county call center can handle more...
- Tags: Illinois, Safety, Cisco Systems Inc., Connected Corp., Service Effectiveness, Call Centers, Operational Planning, It Operations, Business Operations
- Case studies
Additional Resources
- 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
- Achieving Operational Effectiveness by Leveraging Knowledge
- Operational Effectiveness OE refers to any number of practices that allow an organisation to better utilize its inputs by, for example, reducing defects in products or developing better products faster. This is the second in a series of papers on Operational Effectiveness. The first paper, "Strategy is wasted without 'Operational...
- Tags: Paper, Knowledge, Operational Effectiveness, Strategy, Process Improvement, Management, Quality, Business Operations
- White papers
- Measuring the Effectiveness of Security Using ISO 27001
- Whilst the intentions and objectives behind ISO/IEC 27001:2005 (ISO 27001) aren't dramatically different to those in BS 7799- 2:2002, one of the changes with the biggest potential impact to organisations is the requirement to measure the effectiveness of selected controls - or groups of controls - within the new. This...
- Tags: Security, Siemens AG, ISO, Iso standards, Process Improvement, Quality, Business Operations
- White papers 2007-02-28
- Measuring Innovation Effectiveness
- The strategic importance and high level of investment in innovation initiatives require the use of effective measures. Is there a silver bullet for evaluating innovation effectiveness? Will the efforts "Move the needle"? This webcast will explore the types of innovation programs, the connection between innovation, performance and value, and highlight...
- Tags: Innovation Effectiveness, Leadership, Performance Management, Investment, Strategy, Management, Human Resources, Workforce Management, Finance
- Webcasts 2007-10-11
- Taking Remote Support to the Next Level
- Based on a survey conducted by ServiceXRG, this paper explores the use and effectiveness of remote support technology across all industry sectors and how companies can take remote support to the next level to significantly improve the support transaction process, reduce service delivery costs and increase solution effectiveness.
- Tags: Remote Support, Remote Administration
- White papers 2005-10-01
- Maximizing the Effectiveness of IT Spend
- The major challenge for IT management is to deliver the functionality and services that enable growth in today's cost conscious environment. The IT infrastructure and environment is increasingly complex, due to the driving requirements for ever-greater levels of service by enterprises and ever faster developments in technology to enable these...
- Tags: Information Technology, Strategy, Management
- White papers 2006-01-01
- Interseroh Improves Effectiveness of Sales and Marketing With Integrated, Hosted Solution
- The Interseroh Group wanted to improve customer data and contact management to drive higher levels of customer service and enhance planning and control of sales activities to improve sales force effectiveness. The challenge was to enable access to complete contact history to enhance service as well as cross-selling and up-selling...
- Tags: Marketing, Sales Force, Interseroh, Sales Strategy, Sales Force Management, Internet, Sales
- Case studies 2008-07-01
- Business Services Management (BSM): Improve IT Service Levels With Better Analytics
- Business Services Management BSM solutions help IT organizations align their operations with business objectives. This alignment improves delivery and cost effectiveness of the key processes and services that drive business competitiveness. As such, the BSM solutions themselves must be designed to deliver value rapidly and maintain their cost effectiveness in...
- Tags: ProactiveNet Inc., Analytics, Information Technology, Cost Effectiveness, Financial Planning, Strategy, Finance, Management
- White papers 2005-10-06
- ELM Resources Improves Customer Service and Sales Force Effectiveness With Hosted Customer Relationship Management Solution
- Established in 1994, ELM Resources is the student loan industry's only mutual benefit corporation. ELM Resources wanted to improve their ability to analyze customer service delivery to drive continuous improvement. The company wanted to standardize procedures to ensure consistent customer service and improve sales force effectiveness. The challenge was to...
- Tags: Customer Service, Sales Force, CRM, Product Marketing, Customer Relationship Management (CRM), Sales Strategy, Sales Force Management, Marketing, Enterprise Software, Software, Sales
- Case studies
- Public Safety Agency Increases Crime Lab Investigators Service Effectiveness and Responsiveness
- The Washington State Patrol is a public safety agency with oversight of traditional law enforcement, fire response, toxicology, and criminal investigations across the state. The agency needed to improve service effectiveness of state crime labs and reduce support requirements for telephony system. The challenge was to enable interoperability with other...
- Tags: Agency, Cisco Systems Inc., Washington State Patrol, Advertising & Promotion, Marketing
- Case studies 2005-11-01
- Powering YORK International Service With Siebel Service Through YORKConnect
- This webcast discusses how YORK is leveraging Siebel CRM to achieve its stated goal of doubling its service revenue in the next five years. This webcast highlights how the actionable intelligence of Siebel Analytics, Siebel Call Center, Siebel Field Service, and Siebel Sales increases service sales productivity by 20%. By...
- Tags: Siebel Systems Inc., Sales Strategy, Sales Force Management, Customer Relationship Management (CRM), Sales, Enterprise Software, Software
- Webcasts
- Ten Tips for Successfully Implementing ITIL
- In order to realize the value of the IT investments being made, organizations should look to improve the maturity of their service management processes. The management and control of the IT infrastructure is a critical function and improved service delivery and service support processes will increase the efficiency and effectiveness...
- Tags: Process, Service Management, Information Technology, Jupitermedia Corp., ITIL, It Services, Strategy, Process Improvement, Management, Quality, Business Operations
- White papers 2005-10-05
- S-Ox and the Need to Audit IT Processes
- A disciplined approach to internal process controls and good IT governance are the keys to complying with Sarbanes Oxley. Section 404a calls on companies to identify the framework used by management to evaluate the effectiveness of their internal control and then to attest to the effectiveness of these controls in...
- Tags: Audit, IT Governance, Information Technology, Strategy, Management
- White papers 2004-12-27
- Bank Compliance: Controlling Risk and Improving Effectiveness
- The need for effective compliance at financial services and banking companies is stronger than ever. Burgeoning regulations are more stringent and further-reaching; products more complex and geographic reach wider. All of this requires more money and vigilance to avoid missteps that could lead to damaged reputations and large penalties. Yet,...
- Tags: Bank, Compliance
- White papers 2006-06-01
- Differentiate Your Brand With Service: Best Practices for Delivering Exceptional Customer Experiences
- At one time, customer service and support organizations looked to online service simply to deflect costly phone calls. Today, more realize the importance of creating a company-wide, multi-faceted interaction strategy to improve the end-customer experience and to differentiate from an increasingly crowded marketplace. This webcast explores cutting-edge best practices and...
- Tags: Customer Service, Brand, Talisma Corp., Best Practice, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Webcasts
- Increasing Sales Effectiveness: How Technology Can Impact Your Top Line
- If you're like most CEOs or Sales Executives, you're looking for ways to grow your business and outgun the competition. In this Webcast hear industry leaders talk specifically about how technology can increase sales effectiveness. It takes a laser focus on what individual users, specifically sales people, demand...
- Tags: Webcast, Sales Strategy, Sales Force Management, Sales
- Webcasts 2008-03-25
- Incorporate Service Management Best Practices Into the Service Life Cycle
- When planning an IT budget, no CIO wants to devote increased funding to operational costs at the expense of new service development - because new services represent growth initiators for the organization, while operational costs do not. Yet more and more enterprises have been making this budget shift in recent...
- Tags: Service Management, Operational Cost, It Services
- White papers 2007-05-01
- The Mathematics of Service Management
- Metrics are widely discussed and covered across many disciplines outside of Service Management and are a key indicator within financial institutions for financial processes. Service Management must embrace this focus on the usage of metrics to understand if the processes are truly working. By getting this right across multiple organizations...
- Tags: Service Management, Metrics, Financial, ITIL, It Services, Process Improvement, Quality, Business Operations
- White papers
- Superior Services Brings Success for Westbury
- Westbury IT Services is one of Hewlett-Packard's channel partners and a premier solutions provider. The company decided that they would specialise and focus only on the implementation of HP OpenView Service Desk. They were trying to add real value to Service Desk in respect of both the products and services...
- Tags: Service Desk, Hewlett-Packard Co., Westbury IT Services, It Services
- Case studies
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