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TechRepublic Resources
- 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
- International Virtual Network Operator Improves Customer Service With SOA-Based Integration
- Established in 1988, Vanco plc is the pioneer of the virtual network operator model of network sourcing. The company wanted to improve customer service by enabling partners to access and interact with Vanco's service management system and integrate internal systems to improve process flow and efficiency. The company also wanted...
- Tags: Customer Service, Network, Sun Microsystems Inc., SOA, Vanco, Integration, Network Operator, Product Marketing, Purchasing & Procurement, Business Structures, Customer Relationship Management (CRM), Networking, Marketing, Business Operations, Finance, Enterprise Software, Software
- Case studies
- 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
- Microsoft Webcast: See How Virtual Earth 6.0 Provides an Immersive Web Experience (Level 100)
- The Microsoft Virtual Earth platform is an integrated set of services providing quality geospatial data, rich imagery, cutting-edge technology, and dependable performance that helps organizations visualize data and provide immersive end-user experiences. With ongoing investments in innovation driven by customer feedback, the Virtual Earth platform continues to offer new map...
- Tags: Imagery, Web, Webcast, Microsoft Corp., Productivity, Performance Management, Leadership, Investment, Digital Media, Strategy, Human Resources, Workforce Management, Management, Finance, Consumer Electronics, Personal Technology
- Webcasts 2007-11-06
- MSDN Webcast: Build Rich User Experiences With Virtual Earth 6.0 (Level 100)
- The Microsoft Virtual Earth 6.0 platform is an integrated set of services providing quality geospatial data, rich imagery, cutting-edge technology, and dependable performance that helps organizations visualize data and provide immersive user experiences. With ongoing investments in innovation driven by customer feedback, the Virtual Earth platform continues to offer new...
- Tags: Imagery, Microsoft Developer Network, Webcast, Platform, Microsoft Corp., Microsoft Virtual Earth 6.0 Platform, Productivity, Performance Management, Leadership, Investment, Digital Media, Strategy, Human Resources, Workforce Management, Management, Finance, Consumer Electronics, Personal Technology
- Webcasts 2007-11-07
- 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
- 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
- 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
- Self-Service Initiative Puts the Customer Front and Center at mmO2 plc
- mmO2, which now operates under the brand name O2, is keenly aware that products and services, alone, cannot guarantee customer satisfaction. Consequently, O2 continually strives to delight its subscribers with a customer service experience that surpasses expectations. The company wanted to develop a customer self-service strategy that would not only...
- Tags: Oracle Corp., O2 Plc., Self-service Initiative, Product Marketing, Customer Relationship Management (CRM), Branding, Wi-Fi, Wireless, Marketing, Enterprise Software, Software
- Case studies
- Financial Services Firm Delivers Multi-Channel Banking With New, Integrated Platform
- OCBC Bank is one of the largest banks in Singapore and Malaysia, with group assets of U.S. $98.8 billion. With an extensive network of over 370 branches and offices in 15 countries, the bank has successfully pioneered an innovative multi-channel, integrated approach to customer service. Its new multi-channel platform, built...
- Tags: Bank, Financial, Financial Service, Microsoft Corp., OCBC Bank, Banking, Financial Services
- Case studies
- The Interaction Center Platform
- The Interaction Center Platform is a powerful platform for implementing comprehensive interaction management covering not only telephone calls and faxes but also e-mail messages, Internet text chats, and Web callback requests. It also provides a smooth transition from circuit-switched telephony to voice over IP. Using the Interaction Center Platform, enterprises,...
- Tags: Interactive Intelligence, Interaction Center Platform, Fax, Call Centers, Internet, Business Services, VOIP, E-mail, Telephony, Telecom & Utilities, Customer Relationship Management (CRM), Telecommunications, It Operations, Networking, Online Communications, Enterprise Software, Software
- White papers 2005-05-25
- 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 Service Direct Ltd Selects Hornbill's Supportworks for Service, Support and Change Management Platform
- Hornbill Systems' Supportworks ESP was selected by Customer Service Direct Ltd CSD, a public, private partnership between BT, Suffolk County Council and Mid-Suffolk District Council, to provide an ITIL compliant Service Management Platform. Supportworks will be used by up to 180 staff in Customer Service Operations, Business Systems Operations and...
- Tags: Customer Service, Supportworks, Hornbill Systems, ITIL, Process Improvement, It Services, Change Management, Product Marketing, Customer Relationship Management (CRM), Quality, Business Operations, Tools & Techniques, Management, Marketing, Enterprise Software, Software
- Case studies
- Optimizing Windows Vista under Virtual PC
- If you are interested in running Windows Vista on Virtual PC or Virtual Server, here are several tips on how to optimize your configuration. Currently, I am running Windows Vista on the VMware Workstation platform and the Virtual PC platform. My only regret with working with Vista, is that I...
- Tags: Microsoft Virtual PC, Microsoft Windows, Microsoft Windows Vista, PC
- Blog posts 2006-03-21
- Customer Benchmark Results for Oracle Database 10g on the HP StorageWorks Enterprise Virtual Array (EVA) 8000
- With increasing demand on Oracle DBAs to deliver greater performance at lower total cost of ownership, it is essential to have a highly efficient and versatile storage platform. As shown in the set of tests, the HP StorageWorks EVA 8000 provides excellent performance results, even under heavy workloads. For Decision...
- Tags: Hewlett-Packard Co., Oracle Corp., Performance, HP StorageWorks, Oracle Database, Oracle Database 10g, Utility Computing, Performance Management, Databases, Human Resources, Workforce Management, Enterprise Software, Software, Data Management
- White papers 2006-03-03
- IP Telephony and the Interaction Center Platform
- Telephony remains the dominant form of customer interaction for most businesses today, and is certainly a fundamental component of effective customer service. Traditional telephony is now being joined by IP-based telephony options to reduce the cost of telecommunications and to increase communications options. The Interaction Center Platform provides a number...
- Tags: Telephony, IP Telephony, IP, Interaction Center Platform, VOIP, Telecom & Utilities, Telecommunications, Networking
- White papers 2005-04-12
- 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
- The CRM Imperative for Aerospace and Defense
- During the times of economic uncertainty with declining aviation product revenues, decreasing service revenues from increased parked planes, and increasing customer service expectations, some aerospace and defense companies are turning to Customer Relationship Management CRM as a platform for improving customer relationships to meet these increasing expectations and to derive...
- Tags: Aerospace, CRM, Siebel Customer-Relationship Management, Aerospace & Defense, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Manufacturing, Software, Marketing
- White papers 2005-04-01
- 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
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