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Contact Managers are programs that enable people to keep track of their associates and tasks. Contact managers are used by salespeople, customer service representatives, and managers.
There are two types of contact managers: Software that you install on your personal computer or intranet and hosted applications (ASP). |
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Results 1 - 25 of 26 matches |
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The Future Sales Force - A Consultative Approach |
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If your company uses a contact management or customer relationship management (CRM system), you need to ask one additional key question. Does your CRM or contact management system tie your consultative sales, ROI analysis and proposal production process together?
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Effective Content Analysis for Email Inspection & Control |
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Organizations are struggling to enforce both mandatory regulatory rules as well as internal corporate policies governing email content and distribution. One of the biggest obstacles is determining whether or not the content of an email, or its attachment, is subject to any policy rules or restrictions. This whitepaper describes the techniques required to perform intelligent, accurate content analysis and the shortcomings of most current approaches.
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Hosted CRM Buyers Guide: Key Points to Consider |
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In the market for a CRM? This white paper outlines the general benefits and drawbacks of hosted vs. on-premise CRMs and lists the basic features to look for in your hosted solution. With an up-to-date overview of the CRM market and a rundown of the general costs of various CRMs today, you'll be prepared to start looking for your new solution immediately.
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Leading Financial Services Firm Implements New Software for Improved Client Service |
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REAAL Verzekeringen, a unit of SNS REAAL, sought an easy-to-use customer relationship management (CRM) solution to more easily share information and increase support to its sales intermediaries. REAAL implemented Microsoft Dynamics CRM 3.0, which allows the company to differentiate itself from its competitors and provide improved service to its independent sales representatives and organizations.
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Microsoft Dynamics CRM 3.0 |
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In today’s complex business world, competitive advantage is harder to achieve—and even more difficult to maintain—than it has ever been before. In a time of instant global communication and ubiquitous information, the ability to develop a deep understanding of your customers and your markets is critical.
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Microsoft CRM Best Practices |
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The purpose of this document is to assist you in a successful upgrade from Microsoft CRM 1.2 to Microsoft CRM 3.0. This document will review the key components you should prepare in your environment that are important for a successful upgrade to Microsoft CRM 3.0.
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The Intelligent Contact Center |
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The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more.
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The ABCs of Choosing a CRM System |
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Since the 1990s, the customer relationship management (CRM) concept has been embraced by the business world as a way to forge, maintain, and improve bonds with customers. Previously, many companies focused mainly on gathering consumer data for their own use. However, once businesses began to understand the value of allowing customers to dialog about their needs, they began implementing more systems that invited customer feedback.
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Workforce Management at the Heart of the Contact Center |
| By :IEX |
Published Date: Jun 22, 2006 |
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The purpose of this white paper is to help the reader understand the central role workforce management (WFM) plays in the modern contact center. From efficiency in operations, to effectiveness in dealing with customer interactions: WFM is more important than ever as tool for improving customer service.
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What’s New in Customer Interaction Center (CIC) 2.4 |
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Miercom Test Labs reviewed the Customer Interaction Center(r) (CIC) IP application suite from Interactive Intelligence, including the operation, capabilities and features of CIC's key components, and awarded the CIC software its distinguished "Performance Verified" certification. Read why.
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Web-Based ACDs and the Multi-Channel Support Center |
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The Internet is revolutionizing technical support. But, this efficiency often comes with a price in customer satisfaction. Customers expect to be able to solve their own problems or immediately communicate with a person who can make things right. But too often, these expectations aren't met. What's needed is a new class of software: web-based Automated Contact Distribution.
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Best Practices for Mid-Market CRM |
| By :Soffront |
Published Date: Nov 02, 2005 |
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In the decade since customer relationship management (CRM) software first appeared on the market, implementation of the enterprise application suite that helps businesses find new customers, retain existing customers and otherwise increase revenues have gained a reputation as being risky ventures, subject to user rejection, cost overruns, and missed deadlines.
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Benchmark Portal All-in-One Report |
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Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal Inc. say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality.
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Contact Center Services: Testing & Monitoring Solutions |
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Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. The goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed.
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Helping Contact Center Agents Improve First Contact Resolution |
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It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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Knowledge Management: The Power of Leveraging Information |
| By :Soffront |
Published Date: Nov 02, 2005 |
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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.
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Results 1 - 25 of 26 matches |
Sort Results By : Published Date | Title | Company name |
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More Knowledge Management Topics |
Collaboration, Collaborative Commerce, Contact Management, Content Delivery, Content Integration, Content Management System, Corporate Portals, Customer Experience Management, Document Management, Information Management, Intranets, Messaging, Records Management, Search And Retrieval, Search Engines, Secure Content Management, SLA |
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SPECIAL REPORT |
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Using Virtualization to Maximize Your IT Environment
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The business of managing IT infrastructures has reached a crossroads. The number of global players is shrinking through mergers and acquisitions while the playing field, also known as the customer’s IT environment, has become exceedingly complex and difficult to manage. This working paper presents CA’s corporate and technology strategy behind appropriate virtualization management positioning and commitments as an important element in preparation for the move toward that model in your IT environment. |
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