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Better customer service through technology: Tips and techniques
This tip offers advice for the people side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully a... Chapter Download Library
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Call center software: Performance improvement through technology
This tip offers a series of case studies that chronicles collected performance metrics before and after implementation of specific technology solutions for call centers. For call center managers contemplating the addition of new call center technolog... Chapter Download Library
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Customer self-service quiz answers
Looking for a cheat sheet to SearchCRM.com's Customer self service quiz? Read answers and get detailed information on all related CRM topics, including the benefits of self service technology and how to select and manage self service applicati... Quiz
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Web self service: Building a business case
Beyond the allure and seemingly straightforward benefits of self service lie a few "gotchas" that are critical to both leveraging and building a credible, sustainable business case for self service. Allen Bonde, Senior Vice President of Strategy & Ma... Building a business case
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10. Employee self service vendors
Employee self service vendors are varied and include Oracle and iClick. Find out another in this tenth quiz answer from SearchCRM.com. Quiz Answer
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8. Agent use of an employee self-service system
What's the best way for agents to enter information into the knowledge base in an employee self service (ESS) system? This eighth quiz answer from SearchCRM.com's quiz will tell you. Quiz Answer
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9. Metrics to measure after implementing employee self service
After implementing an employee self-service system, help desk employees and call center agents should be measured differently. Find out which metrics are important in this quiz answer from SearchCRM.com. Quiz Answer
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1. Part of a human resources management trend that reduces time on routine tasks
This trend in human resources management is the answer to the first question of SearchCRM.com's employee self service quiz. Quiz Answer
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5. This part of employee self service involves gathering and using information within a company
Part of employee self service that gathers and shares information is discussed in the answer to the fifth question of SearchCRM.com's employee self service quiz. Quiz Answer
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4. Employee self-service applications in relation to enterprise resource planning (ERP) applications
Employee self-service applications and how they fit into enterprise resource planning applications is discussed in this answer to the fourth question of SearchCRM.com's quiz on employee self service. Quiz Answer