CRM Business Process Management, CRM Implementation
Frontpage Content by Topic with Image
Philippine telecommunications company, Globe Telecom, has chosen Amobee Media Systems to deliver ad serving and mediation for both of its Internet and mobile channels. The deployment marks the first time a uniform ad serving and campaign management platform has been selected to address both channels simultaneously.
The contact center is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology continues to have a huge impact.
Convergys Corporation is entering into a global strategic relationship with Microsoft Corp. to deliver the Convergys Smart Communications Suite powered by Microsoft. Currently under development, the solution will provide a comprehensive next-generation business support system (BSS) that dramatically improves the customer experience
Frontpage Content by Topic with Image
CRM failures have been costly, disruptive, and embarrassing. Red ink, shareholder losses, upset customers, lost market share, lawsuits, and career setbacks are all typical outcomes of CRM failures.
According to customer experience expert Lior Arussy, many businesses today fail to provide their employees with the ability to achieve customer service success. In this chapter, Arussy discusses the downside of an overly controlling management style and gives tips for organizations looking to empower employees.
Frontpage Content by Topic with Image
Business Intelligence enables your organization to track, understand, and manage your business in order to maximize enterprise performance. With BI, organizations are able to improve operational efficiency, build profitable customer relationships, and develop differentiated product offerings.
This case study reviews the challenges faced by Huntsman Corporation and the processes that led to the selection of Cognos as the BI platform of choice for the company. By standardizing its financial close process on IBM Cognos TM1, Huntsman Corporation reduced audit fees, avoided headcount additions, improved productivity, and created an enterprisewide analytics platform.
Frontpage Content by Topic with Image
Lori Bocklund, President, Strategic Contact, Inc. talks about how simplifying the agent desktop environment through process optimization can lead to increased efficiency and reduced costs.
BBK Electronics Corporation is one of China’s largest consumer electronics companies with four manufacturing plants and research and development facilities across China. In July 2007, BBK went live on an Oracle enterprise resource planning system developed and implemented with help from Oracle Certified Advantage Partner AdvancedTEK International. Download this case study to find out how BBK cut workflows by 50% and inventory by one-third.
Knowledge Central Multiple
Knowledge Central
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
To achieve their primary objective of reducing operational costs while improving customer serivce, Telkomsel chose Sword Ciboodle to revolutionize their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.
