Previous
Customer Service Excellence
White Papers New applications maximize interactions to ensure superior customer service while enabling quality assurance and optimized workforce performance. Customers need round-the-clock access to bank services.
[May 24, 2005, 0:00]
The Forrester Wave: Customer Service Software Solutions, Q4 2008
White Papers Forrester evaluated the leading customer service solution vendors across an average of approximately 180 criteria and found that the vendors still need to be grouped into three groups: interaction-, process-, and record-centric.
[March 1, 2009, 0:24]
Customer Service Internet Banking Application Suite
White Papers At the same time, the solution delivers the back-end support financial institutions need to maximize customer relationships and Return On Investment (ROI). This solution provides financial institutions with an optimized e-Finance engine, based on a...
[October 6, 2006, 1:00]
Customer Service Portals With BEA and Documentum
White Papers And now you can provide a superior customer service experience and lower your costs at the same time - with Customer Service Portal solutions from BEA and Documentum. This webcast features an in-depth case history, live demo, and a review of the...
[July 12, 2005, 0:00]
Customer Service Takes Off at Finnair With e-Business on Demand
White Papers IBM is helping Finnair move to a digital service chain that enables every customer contact to become more personalized, available as a record and integrated with related records. Estimating that more than half of its passengers will soon be using...
[November 10, 2006, 0:00]
Professional Services Company Improves Its Customer Service and Reduces Call Volume
White Papers CROSSMARK's customer service tracking system, composed of isolated notes in a proprietary event-logging application, served only the most basic needs of the customer service representatives. With this information, CROSSMARK was able to provide...
[September 6, 2007, 1:00]
Four Great Revenue Strategies for Customer Service
White Papers Your customer service department represents a tremendous untapped source of revenue opportunities for your company. This paper outlines four such revenue strategies: aggressive mining of customer service data, context-sensitive online promotions...
[June 30, 2005, 3:00]
CDC Respond Boosts Customer Service Levels at British Airways Holidays
White Papers Through the effective capture and management of customer feedback and complaints, BAH is able to adapt and change in order to consistently provide the quality of service demanded by its customers. British Airways Holidays (BAH) is a wholly owned...
[April 30, 2009, 1:19]
VMware Insures Improved Customer Service for Prudential
White Papers In 2002 the company decided to establish an off-shore service centre in India to improve customer service levels and reduce costs for the UK insurance operations. Prudential UK is part of the Prudential group and provides a range of financial...
[August 2, 2005, 0:00]
Telecom Installer Connects With Improved Customer Service and Sales
White Papers To improve customer service and sales opportunities, phone system provider Telesystems West needed to dispatch its 10 remote technicians more efficiently. Replacing a flurry of phone calls and disjointed emails, a simple dispatch solution was...
[September 20, 2008, 0:00]
Sabre Holdings Corporation Integrates Systems and Improves Customer Service
White Papers The challenges were to standardize and integrate sales processes and information; enhance visibility of cross-selling and upselling opportunities; and ensure a high level of customer service. The company implemented Oracle's Siebel applications for...
[June 30, 2007, 1:00]
International Insurance Company Streamlines Customer Service With New Portal Solution
White Papers AXA service centre employees in Munich field a variety of calls and, to address customer queries, must search and aggregate information from disparate sources. With the help of Microsoft partner Singhammer eDMS Consulting, AXA deployed a Web-based...
[February 22, 2007, 0:00]
npower Delivers First-Class Customer Service With Avaya Contact Centre Solutions
White Papers The company also needed a system that could consistently deliver first-class customer service for many years to come.npower streamlined the operation into four, integrated customer contact centres running Avaya MultiVantage Communications...
[September 5, 2006, 0:00]
Solving the CRM Employee Retention Problem: A Customer Service Approach (Part III)
White Papers When a person is measuring their customer service performance (or any performance for that matter), let the employees know ahead of time what is expected of them, how it will be measured, and what the rewards and consequences will be based on...
[July 18, 2006, 0:00]
Russian Cellular Leader, VimpelCom, Counts on Avaya Contact Center Solution to Deliver Superior Customer Service
White Papers So when subscriber growth threatened to overwhelm operators with customer calls at the company's contact centers, finding a solution to improve its responsiveness to customers quickly became a top priority for VimpelCom.
[May 8, 2007, 1:00]
The B&B Hotels Group Reduces Customer Service Response Time by 70%
White Papers The challenge was to offer customer service agents a CRM solution knowledge base, enabling them to expedite problem resolution and expand reporting capabilities to drive improved customer service. B&B Hotels Group wanted to implement an efficient...
[March 25, 2008, 0:01]
NTL tackles its customer service
Blog News just in: NTL's addressing its customer service issues by adding "a new back office system from Convergys". Not a bad idea at all, seeing as it currently has (count 'em) four billing and customer service systems in place.
[November 13, 2006, 14:16]
Solving the CRM Employee Retention Problem: A Customer Service Approach (Part II)
White Papers 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.
[July 18, 2006, 0:00]
Stahls' Inc. Boosts Call Center Performance and Customer Service With Siemens HiPath 4000, HiPath ProCenter, and HiPath Xpressions
White Papers Senior management at Stahls', Inc.knows providing high-quality customer service is critical to the success of the business - and the latest communications technologies can play a key role in delivering that service.
[August 3, 2006, 0:00]
COLT TELECOM GmbH Improves Customer Service and Increases Customer Retention With Remedy
White Papers COLT TELECOM GmbH of Germany realized the importance of providing rapid and reliable customer service, and as part of that service, wanted to ensure that callers to the company would be routed immediately to the person who could most effectively...
[September 11, 2009, 3:40]
