Customer Service

The Mitel Freedom architecture provides organizations with a single stream, software-based

New technologies emerge every day, but not all of them pay off, and adopting them too early might be risky for your organization.

Read this Gartner report to find out what questions Gartner clients are asking about the IBM Cognos road map.

This research should help define how to best include mobile as part of an integrated commerce strategy.

Today, people continue to migrate to the Internet to accomplish many of their day-to-day tasks. Insurance agencies need to understand the importance and huge value in online client access.

Ultra High Speed Internet, TV and local/long distance phone services combined into 1 superior service.

Sales Force Productivity, Sirius Decisions: This brief video looks at the keys to improving overall customer satisfaction by looking at customer behaviors and the insights they provide.

Customer Satisfaction: Deliver More Revenue, Sirius Decisions: This short video explores the issues and the data required to drive better sales enablement, performance and productivity.

This study highlights best practices from 72 companies to identify how best in class organizations use data to achieve superior performance.

Fixing dysfunctional service-related processes requires addressing four general problem areas first. Read how to identify and fix those areas, and service will consistently exceed customer expectations.

You've already taken basic cost-cutting steps and saved the easy money. You know that you need to dig deeper. But where should you start? What's killing your IT budget?

Use the IDS Low Administration ROI tool to assess potential savings and expenses in deploying IBM Informix Dynamic Server 11.

This white paper provides an overview of the most useful personalization techniques and discusses how to combine personalization strategy with personalization techniques.

Long ago dubbed the 'killer app', email marketing has now reached the height of its potential and is poised to assume its place as the medium of choice for maintaining customer relationships. In fact, despite the threat of spam, marketers are continuing to turn to email marketing initiatives - with impressive results. Email marketing continues to be the most affordable, efficient and personalized way to connect with clients and future prospects.

The best way to take control of employee management is to automate human resource (HR) processes, including time tracking, schedules, and payroll calculation. This document addresses the key points that cellular retailers, wholesalers, and master agents need to know about implementing and using CellularManager's centralized web-based HR management system.

Management of user ID accounts is expensive for business, frustrating for users, and open to abuse. A user account Helpdesk in a large organization typically deals with many thousands of Helpdesk calls each year, and the costs surrounding this are significant. Any operation that requires human intervention can become a bottleneck during especially busy periods.

Facing increasing customer demands for equipment uptime and rapid service response, many companies servicing critical equipment and machinery are turning to on-customer-site spare parts inventory strategies. To maximize the benefits of this approach, leading companies are 'reverse engineering' their service chains to build restocking plans and manage performance based on parts consumption, not distribution, patterns.

Companies are discovering that a Knowledge Management System (KMS) has grown from a nice to have concept, to a must-have asset in customer facing departments. Providing immediate answers to customers requires easy access to the important product and business knowledge of an organization. KMS makes that possible.

Listen to this conversation with Doug Mueller to learn how standards and processes have evolved to bring us the service desk of today and tomorrow. Discover what changes in direction surprise even Doug as he builds architecture for efficient service desks. Doug's enthusiasm for taking the service desk to the next level is noticeable in this podcast, and you just might come away with some new perceptions of the service desk of the future.

This paper will focus on how a company might identify its best customers, but the same process could be used for other customer segments.

This white paper demonstrates a service quality management solution from IBM. An end-to-end, integrated approach, the service quality management solution is designed to address the broad range of telecommunications providers’ requirements for managing both service quality and the customer experience.

This white paper explains the IBM Tivoli® Netcool® customer experience management solution which offers the ability to monitor all aspects of the customer experience, to help increase satisfaction, reduce service calls, monitor the performance of new and existing services and device types — and help operations identify which issues have the greatest impact on valuable enterprise customers.

Retailers are finding it difficult to stand out in today’s global marketplace. IBM WebSphere Portal software can help them deliver flexible, integrated environments that support personalized user experiences. Read this executive brief to find out exactly how IBM is helping retailers differentiate themselves from their competitors.

OrderDynamics provides an example of it helped a high growth brand deliver a superior online shopping experience for its consumers while maintaining flexibility and control over their web design.

Learn how an online retailer uses OrderDynamics’ on-demand eCommerce platform to forge customer loyalty and drive significant sales through its customer base.