When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated and many times inaccurate. The success of a web self service site islargely impacted by the success of the search engine you choose to deploy. Hopefully your main driver for building a web self help sitewas to provide faster more accurate and consistent solutions to your customers’ issues.A side benefit of a good wed...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated and many times inaccurate. The success...
Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the...
Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the largest factors contributing to service costs is lengthy calls into the contact center. Contact center managers are constantly striving to shave seconds off of call handling times. Improving the performance with Oracle Knowledge (formerly InQuira) can reduce average call handling times while improving customer satisfaction....
Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the largest factors contributing to service...
The pressure on Service Executives today comes from both ends. You are being asked to lower your costs to help meet corporate financial goals, and customers are...
The pressure on Service Executives today comes from both ends. You are being asked to lower your costs to help meet corporate financial goals, and customers are demanding faster, better service to help them meet their goals. Although these goals seem to conflict, there are ways to do both. Knowledge Management tools have been around for a long time, but companies are getting varying levels of success. Along with the right tools, you also need to have the right vision for...
The pressure on Service Executives today comes from both ends. You are being asked to lower your costs to help meet corporate financial goals, and customers are demanding faster, better service to...
Three key elements of a winning formula for customer support. Customers want to find answers fast. Agents that have instant access to the collective knowledge...
Three key elements of a winning formula for customer support. Customers want to find answers fast. Agents that have instant access to the collective knowledge of the entire team, plus the insight of who is asking, and the context of the situation, have the ability to wow a customer. Forcing agents, or customers, to research a solution that has previously been researched, wastes their time and delays the solution. Making a customer explain the context of the issue multiple...
Three key elements of a winning formula for customer support. Customers want to find answers fast. Agents that have instant access to the collective knowledge of the entire team, plus the insight of...
It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road...
It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road for even experienced leaders. You need to reduce your agents research time while increasing their answer accuracy. You want to spend less time training them while growing the number of products and systems being used. You have to deal with increasing service volumes but at the same time you need to focus on creating...
It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road for even experienced leaders. You...
At this year’s Technology Services World (TSW) in Las Vegas, Social Media was again/still one of the buzz words. There were several sessions covering how...
At this year’s Technology Services World (TSW) in Las Vegas, Social Media was again/still one of the buzz words. There were several sessions covering how various companies are dealing with the social side of business. Having also struggled with how to incorporate social into support, I know it is not an easy problem to solve. In some cases social tools, like Twitter, do not really help you service your customers, but they certainly help you find the ones you did not service...
At this year’s Technology Services World (TSW) in Las Vegas, Social Media was again/still one of the buzz words. There were several sessions covering how various companies are dealing with the...
Gartner, Inc. profiles "Critical Capabilities for Integrated Tax System COTS Products, 2010." Integrated tax system (ITS) commercial off-the-shelf (COTS)...
Gartner, Inc. profiles "Critical Capabilities for Integrated Tax System COTS Products, 2010." Integrated tax system (ITS) commercial off-the-shelf (COTS) software products are applications that automate transactional processes of government revenue agencies, such as taxpayer registration, return filing and processing, as well as management activities, such as revenue accounting and reporting. This research can help government IT and revenue agency executives understand the...
Gartner, Inc. profiles "Critical Capabilities for Integrated Tax System COTS Products, 2010." Integrated tax system (ITS) commercial off-the-shelf (COTS) software products are applications...
Read new research revealing the hidden risks of inefficient policy implementationThe frenetic pace of regulatory and legislative change means public and private...
Read new research revealing the hidden risks of inefficient policy implementationThe frenetic pace of regulatory and legislative change means public and private sector organizations must continuously update internal policies - in particular, as associated with decision making and disbursements. Yet with policy management efforts alarmingly under-resourced and under-funded, the risk and cost of non-compliance - and their associated implications - are growing daily.To find out...
Read new research revealing the hidden risks of inefficient policy implementationThe frenetic pace of regulatory and legislative change means public and private sector organizations must continuously...
