On Call Staff

HP: Why Not Just Call It “e-Vectra.com”?

by C. McNulty ... Why Not Just Call It "e-Vectra.com ... It forces support staff to get comfortable with USB, which has yet to make the same inroads in Wintel architectures as it has ... http:/.../Research/ResearchHighlights/HardwareOS/2000/04/news_analysis/NA_HW_CFM_04_11_00_1.asp - 7k - 2000-04-11 Summary: HP succumbing to the trend for simple, sealed case PC’s, will release the e-Vectra in April. E-look before you e-leap.

NEC Pulls Packard Bell PCs in US

by R. Krause ... to sell its call center in Magna, Utah, and expects the 600 workers there to be transferred to the new owner, and the unit will cut administrative staff by ... http:/.../Research/ResearchHighlights/HardwareOS/1999/11/news_analysis/NA_HW_RAK_11_10_99_3.asp - 6k - 1999-11-10 Summary: Japan's NEC Corp. plans a restructuring of its U.S. Packard Bell NEC unit that will result in layoffs of about 80 percent of the unit's staff, the departure of senior management and its withdrawal from the U.S. retail personal-computer market.

Integrating Customer Relationship Management and Service ...

by P.J. Jakovljevic ... The integrated CRM and call center solutions have reportedly helped some service ... a 45 percent increase in case volume (without increasing staff), a 35 percent ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_07_07_1.asp - 17k - 2007-12-07 Summary: The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

Customer Relationship Management Strategies Part Three: Achieving ...

by Mike Holland and Trinh Abrell ... organization. Sales, call center staff, executive management, suppliers, and customers are all valuable sources of information. Your ... http:/.../Research/ResearchHighlights/Crm/2005/02/research_notes/MI_CR_XMH_02_16_05_1.asp - 20k - 2005-02-16 Summary: Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates sales, service, and customer satisfaction, will help you realize the benefits of a CRM system.

NetLert Communications

... and service, but also our good relationships with Call Center Consultants. ... and a sophisticated telecommunication system to ensure our staff are available to ... http://directory.technologyevaluation.com/profile.aspx?vid=12804 - 5k

Will That Wretched ERP Finally Die? Possibly, But Only the Acronym ...

by P.J. Jakovljevic ... lifecycle. Any step can involve any channel of communication - the Web, the call center, field staff, you name it. Furthermore, customers ... http:/.../Research/ResearchHighlights/BusinessApplications/2000/05/news_analysis/NA_BA_PJ_05_01_00_1.asp - 10k - 2000-05-01 Summary: Yet another ERP doom saying. This time, a prediction was given that ERP systems will only host 40 percent of business applications by 2004 partly due to the rise of collaborative commerce.

Noetica Ltd.

... Non-technical staff can map processes and tailor screens to each process step within minutes and without any downtime. Call Center, Call Center, Call Center ... http://directory.technologyevaluation.com/profile.aspx?vid=15866 - 3k

Fault Meets Performance -- Comprehensive Infrastructure Management ...

by Fred Engel ... their infrastructures as a set of business operations, such as call centers or e ... Fault management uses a straightforward approach to alert IT staff of problems. ... http:/.../Research/ResearchHighlights/ExecutiveView/2002/03/research_notes/MI_EV_XFE_03_26_02_1.asp - 12k - 2002-03-26 Summary: Customers, suppliers, partners and other business needs dominate IT decision making, so when these business partners complain about slow applications or interminable downloads, IT listens – or else. Catching and correcting the innumerable faults and performance problems that bring down IT environments

eLoyalty Enhances Its Field Service And Logistics Services

by L. Talarico ... realize these can be just as valuable as such popular components as call center management ... As a result it has a staff that brings more personal experience to a ... http:/.../Research/ResearchHighlights/eCommerce/2000/11/news_analysis/NA_EC_LJT_11_21_00_1.asp - 9k - 2000-11-21 Summary: eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s software to incorporate dispatch optimizatio

Knowledge Management: The Core of Service Resolution Management

by P.J. Jakovljevic ... Also, call center representatives can sometimes handle problems more productively over live ... the company may want to discourage highly paid staff from using self ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_12_07_1.asp - 14k - 2007-12-12 Summary: Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management software, which helps companies segment and then distribute the information their customers want to know.