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Knowledge Management: The Core of Service Resolution Management
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management

agent management software  the phone, since an agent can deal with only one customer at a time over the phone, but it is quite possible to simultaneously juggle a few live chat sessions with customers. One should note, however, that different users have different levels of tolerance for the length of time they are willing to commit to self-service, which means the availability of live support is still a necessary option companies must offer. On the other hand, in a corporate setting, the company may want to discourage highly paid Read More

Demand Management
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Documents related to » agent management software


Software as a Service for Customer Relationship Management and Sales
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by offering services for inventory and

agent management software  agent experience. For improving agent productivity and reducing calls, Suggested Solutions automatically finds and presents the best solution to cases. It includes self-learning technology to improve accuracy with use over time. Open Computer Telephony Integration (CTI) integration with leading telephony vendors. Rounding out the list of Salesforce.com's recent innovations is The Business Web . Having seen the success of consumer Web platforms like Google , Yahoo , iTunes , eBay , and Amazon.com , the Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

agent management software  server being down), an agent can see that several other agents have used one solution within the last hour that was the correct solution, which should increase the chances that it is the right answer for their customer call too. This is part one of the three-part series Integrating Customer Relationship Management and Service Resolution Management . In part two, the importance of knowledge management is discussed, along with its relationship to CRM and service resolution management (SRM).   For more Read More
E-mail Response Management
E-mail inquiries for the customer service sector are expected to explode from 2.9 billion messages in 2005, to 7.2 billion by 2010. This means that a company’s

agent management software  invaluable insight into service agent skill levels, training requirements, staffing levels, peak email time, and gauging customer service levels. Response Manager is able to offer rich features, a sophisticated user interface, and increased performance and functionality at very competitive prices. While prices of other competing solutions can average well over $50,000, Response Manager is designed to deliver the features of these expensive systems for a fraction of the cost. Return On Investment ( ROI ) Read More
Goal-oriented Business Process Management
The trend toward more flexible ways of working, shorter organizational reaction times, and the ability to fully embrace market unpredictability, is a powerful

agent management software  field of autonomous software agent technology. Whitestein's software products enable better management and optimization of your business processes and help your organization be more efficient and agile. Whitestein Technologies is a privately held company founded in 1999 and is headquartered in Switzerland, with offices in Germany and Slovakia. Contact Information Whitestein Technologies AG Tödistrasse 23 CH-8002 Zürich Switzerland Tel +41 44-256-5000 Fax +41 44-256-5001 For more information, please Read More
UA Business Software
Advanced Software Development was founded in 1992. Its UA Business Software became a Cloud ERP Software solution that was adopted by over 4,000 companies across

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RTI Software
RTI Software, Inc. is a CRM software development company that furnishes out-of-the-box customer service, help desk, problem resolution, defect tracking, sales

agent management software   Read More
Performance Management Framework for Mobile Workforce Management and Field Service
Mobile workforce management is a complex process that includes workforce planning, assignment decisions, and plan execution. To align this complex process with

agent management software  Management Framework for Mobile Workforce Management and Field Service Mobile workforce management is a complex process that includes workforce planning, assignment decisions, and plan execution. To align this complex process with your business goals, you need to measure your performance and develop various corrective actions. This white paper discusses performance management—and how you can measure, analyze, and make decisions about the performance of your workforce and service organization. Read More
American Software - A Tacit Avant-Garde?
Throughout June, American Software, Inc. continued to announce additional functions that broaden the scope of its e-intelliprise application suite. It also

agent management software  Software - A Tacit Avant-Garde? American Software - A Tacit Avant-Garde? P.J. Jakovljevic - July 24, 2000 Event Summary According to its press release on June 19, American Software announced that e-intelliprise, its fully web-based ERP solution with complete front-to-back office integration, now includes a customizable Business Intelligence Portal that provides secured role-based views of key performance indicators (KPIs). The Portal is a knowledge management system throughout the supply chain, Read More
CheckMark Software
Founded in 1984, CheckMark Software is dedicated to providing accounting and payroll software for small to medium businesses. In 1985, CheckMark was one of the

agent management software  accounting, easy to use, MultiLedger, payroll, QuickBooks payroll,accounting and payroll software,accounting software for small business,checkmark payroll,checkmark payroll software,checkmark software Read More
Case Study: More Efficient Hospital Management Systems with Content Management Tools
Hospital de la Santa Creu i Sant Pau I is the oldest hospital in Spain, with over 34,000 admissions each year and 150,000 emergencies. In 1999, the hospital

agent management software  Study: More Efficient Hospital Management Systems with Content Management Tools Hospital de la Santa Creu i Sant Pau I is the oldest hospital in Spain, with over 34,000 admissions each year and 150,000 emergencies. In 1999, the hospital began to implement an intranet to provide information to employees, with an update in 2003 to provide visibility of corporate information. Learn how the company is integrating a content management system with portal tools to integrate processes and improve efficiency. Read More
Pronto Software Limited
For over 30 years, we@ve been working closely with our clients to create business management software that helps them get the absolute best out of their

agent management software  Software Limited For over 30 years, we’ve been working closely with our clients to create business management software that helps them get the absolute best out of their business. Our vision has always been to deliver tools that allow our clients to excel and prosper in whichever field they may be in – from mining to manufacturing, distribution to retail and services. In fact, our software has adapted appropriate functionality based on years of listening to feedback from customers just like Read More
CHAMPS Software, Inc.
Champs Software, Inc. is focused on creating and implementing software solutions that enable large enterprises to optimize the life cycles of their capital

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Software Evaluation and Software Selection
Organizations are surrounded by ambiguity when making their implementation decisions. Accurate and relevant criteria that are properly weighed against an

agent management software  Evaluation and Software Selection It is daunting for corporate IT buyers to discern the true capabilities, strengths, and weaknesses of a given enterprise application suite. Buyers' project teams are inundated with marketing information from vendors struggling to differentiate themselves. Functional cross-over and software integration have caused product overlap and a lot of confusion in the market. Mergers and acquisitions are also creating problems, as companies cannibalize the competition to Read More
Logic Software
Established in 1999, Logic Software, Inc. specializes in the development and design of custom software applications, programming services outsourcing, and

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