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- Make good customer service the goal of your government organization
- Six sigma takes this topic to far greater depthThis article is good - as far as it goes, which is not nearly far enough! There is a revolution going on in customer service in professional services, using six sigma tools to plan, monitor, evaluate, and manage information service....
- Tags: customer service, good customer service, it management, six sigma, susan@..., tool, voice of the customer
- Discussion threads 2005-07-05
Additional Resources
- 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
- 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
- Customer-Driven Coaching: Using the Voice of the Customer to Maximize Your ROI
- When given the opportunity, customers are willing to help coach the representatives, and when engaged, representatives will be open to change. The Voice of the Customer VOC can be the most powerful element in the coaching program, if allowed. With the VOC, a person will be able to create the...
- Tags: Representative, Voice, ROI, Games, Roi/Tco, Financial Planning, Personal Technology, Finance, Managerial Accounting
- White papers
- IVRPhone - IVR (exe)
- IVRPhone - Interactive Voice Response software which works on dialup modems. IVR, Answering Machine, Automatic Voice Messaging, Telephone. IVRPhone is a general purpose Interactive Voice Response application which helps business owners to provide automated customer response with relatively small startup cost compared to high end customer service applications. The application...
- Tags: Application, IVR, IVRPhone, Interactive Voice Response (IVR), Modems, Hardware, Components
- Software downloads 2007-12-04
- Voice Recognition
- Can anyone let me know how to go about this? I need to record voice? how can i do this. I will appreciate any info on voice recognition.paticularly white papers and journals.re: voice recognitionAre you looking for something to recognize a voice pattern to identify someone for security purposes, or...
- Tags: Telephony, TELECOMMUNICATIONS, tulajah@..., voice recognition
- Discussion threads 2007-10-28
- Speaking to the Customer with One Voice: A Honeywell Aerospace Case Study
- This webcast discusses how the actionable intelligence of Siebel Analytics, Siebel Call Center, and Siebel Sales has enabled Honeywell Aerospace to: Increase aftermarket spare parts revenue by 100%. Improve on-time closure rates for service requests from 45% to 83%. Decrease service response time by 27%. And increase customer satisfaction by...
- Tags: Honeywell International Inc., Voice, Siebel Systems Inc., Aerospace, Aerospace & Defense, Manufacturing
- Webcasts
- Voice Mail and Audio Recordings: Evolving E-Discovery Standards
- As the prevalence of sound recordings in today's enterprises grows, new requirements for legal and regulatory compliance are accelerating the need to manage these recordings (e.g. broker/dealer telephone conversations) as business records. Digitized audio communication and digital storage are proliferating Technologies, such as Voice-Over-Internet-Protocol VoIP telephony and unified messaging, which...
- Tags: Phone, Voice, Auditing, Standards, Fios, E-mail, Help Desk, Quality, VOIP, Telecom & Utilities, Telecommunications, Online Communications, It Operations, Business Operations, Networking
- White papers 2008-03-21
- Fake Voice (exe)
- Fake Voice is a voice changer software that helps you change your voice to male, female, old, young, teen, hard, robot, shrill, or some one totally new. It helps you transform your voice to something new. Just integrate Fake Voice with your IM and do voices with your friends. This...
- Tags: Voice, Fake Voice, Telecommunications
- Software downloads 2007-07-25
- Benjamin Studios Exceeds Customer Expectations by Capitalizing on Customer Feedback
- In the highly competitive world of photography, Benjamin Studios is an impressive company. Unlike most companies that push their products and services on their customers, Benjamin Studios co-creates value with their customers. In so doing, they are able to deliver a positive customer experience and exceed customer expectations. Benjamin's secret?...
- Tags: Customer Expectation, SAS Institute, Benjamin
- Webcasts
- Microsing Karaoke Recorder (exe)
- With Voice recording karaoke software you can select a popular song (MIDI, WAV, MP3, KAR) and sing along with the song. Microsing records your voice while singing, process your voice with real time voice effects. You can edit your voice and change effects, balance and mix. It has 4 different...
- Tags: Voice, Telecommunications
- Software downloads 2005-05-27
- S2V Voice (exe)
- Sound2Vision-VOICE1.0, which is camera taking a shot of voice - Key Functions Visualizing input voice signal (mic/mp3, wav, line-in) with Voicecolor stereo wave mode and Voicecolor tracking mode, showing maximum frequency, octave and note information of user's voice in real time. Showing average pitch and average voice color of user's...
- Tags: Voice, Harmonicolor System, Telecommunications
- Software downloads 2006-07-19
- Customer Experience: Hype or Help?
- Despite the emphasis on emotion, customer experience is not about simply providing entertainment or being creatively engaging. A customer experience is far more complex than that. It can be viewed as a collection of 'Clues', with each clue carrying a message that suggests something to a customer. There are many...
- Tags: Clue, Customer Experience, Advertising & Promotion, Telecommunications, Marketing
- White papers 2006-05-16
- The Voice Automation Top 10: Key Considerations for Deploying Speech
- Voice automation can improve the way an enterprise communicates, accesses information, provides services, establishes security, and conducts transactions. For businesses that must provide information and services to increasingly mobile customers, employees, and partners, voice automation is superior. It works from any phone, and can provide easy access to a range...
- Tags: Nuance Communications Inc., Automation, Advertising & Promotion, Marketing
- White papers 2005-02-01
- Offshore Call Center Provider Adds Robust Voice Offerings Thanks to Cisco Systems Partner Nexus IS
- Knoah Solutions with offices in San Rafael, California and Hyderabad, India, is an outsourcing company providing the best multi-channel customer service and technical support for technology products and services. Knoah Solutions required an infrastructure to serve the increased demand from an existing client, as well as to help enable the...
- Tags: Partnership, Call-center, Cisco Systems Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Successful CRM: Turning Customer Loyalty into Profitability
- In this white paper, you'll learn why listening to the voice of the customer is so crucial to CRM success--and how genuine customer loyalty impacts corporate profitability. You'll also find out what the latest research indicates about the gap between potential and actual CRM benefits, and the four key drivers...
- Tags: RightNow Technologies, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2004-10-01
- IBM WebSphere Voice Server for Multiplatforms V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
- This paper is a guide for integrating IBM's Websphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform products. It considers best practices as applied to Voice User Interface VUI design. A simple voice-enabled application using the Genesys Voice Platform and WebSphere Voice Server V5.1.1/V5.1.2 is implemented and deployed. It demonstrates how...
- Tags: Interoperability, IBM WebSphere, Voice, Server, Genesys Telecommunications Laboratories, IBM Corp., Application Servers, Middleware, Telecommunications, Enterprise Software, Software
- White papers 2005-10-28
- Voice Candy (dmg)
- Voice Candy is a fun and useful recorder for the Mac. It does for the microphone what Apple's Photo Booth does for the Web cam. Voice Candy makes recording enjoyable by providing eight different effects, such as Vader and Chipmunk, to alter the speaker's voice. Once you have made the...
- Tags: Voice, Voice Candy, Telecommunications
- Software downloads 2007-04-17
- Cisco IP Contact Center Solutions to Be Deployed by Cox Communications
- Cox serves its growing customer base through 19 contact centers across North America. Nearly 5,000 customer service agents provide sales, service and support for the company's video, high-speed Internet and digital voice offerings. Because the company is currently using traditional Time Division Multiplexing TDM technology, each contact center is dependent...
- Tags: Contact Center, Cisco Systems Inc., Cox Communications Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Securing Voice Networks
- Converged voice and data communication can be more secure than traditional PSTN communication with proper planning and design. Voice-related threats include toll fraud, denial of service attacks, impersonation exploits, and eavesdropping. This white paper discusses some voice-related threats and mechanisms available to deal with them, including network infrastructure, endpoints, call...
- Tags: Global Knowledge Network Inc., Network, Voice, Voice Network, Telecommunications
- White papers 2008-07-22
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