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Software Functionality Revealed in Detail
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 call back


Automating Your Call Center Feedback
Almost everyone has had a bad call center experience@due to long queues, ineffective interactive voice response (IVR) systems, or an agent who doesn’t

call back  live agent places a call back to the customer, or (2) an automated system does it (either while the guest is on the call, or shortly thereafter.) Each method has advantages, each has drawbacks. Overall, most centers find they receive the biggest benefit for the cost by choosing the automated solution. Why is Automated the Better Solution? For starters, any time an agent spends taking feedback, is time taken away from making new calls. That’s time spent on a customer who’s already been served, as

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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Documents related to » call back

What's Holding Back Online Appointment Booking?


False myth and common misconceptions are preventing hospitals and clinics from adopting online appointments.

call back  and clinic directors and call centre managers. And their answer is always the same: Yes, it would be good to overcome these problems , which was often followed by but it's complicated or it's still too early . Having been involved in several successful patient relationship management (PRM) implementations over the last few years, I have discovered that by avoiding some simple mistakes, an appointment scheduling system can actually be significantly less complex than generally perceived within the Read More

Instead of Discounting, Back Some Value Out of Your Proposal


Last minute discounting has become so prevalent that many companies have come to depend on it as their default sales strategy. Employing a go-to-market strategy of being the lowest cost provider is one thing, but dramatic, tactical discounting on every deal will erode your company's margins and leave you digging a deeper and deeper hole in which your company will ultimately bury itself.

call back  it a discount, or call it a price adjustment, in this situation you've got face to reality and sell your products at a price the market will bear, or you won't sell very much at all. As a token concession to close the deal. I don't see a problem with rewarding a buyer for signing an order within your timeframe, for example. Understand, I would much rather provide other concessions that don't cost my company money and don't educate my customer that whenever I am going to ask them for an order, I am Read More

Has KANA Gotten Its Mojo Back? - Part 2


Part 1 of this blog series presented the opportunity of service economy and associated complexity of providing consistently an experience of customer service excellence. The article then introduced KANA Software, a provider of Service Experience Management (SEM) solutions. Although KANA has focused on enabling superior customer service for its enterprise clients since being

call back  to the prospect, i.e., basically they treat it only as a cost center. PJ : What is the breadwinning product and door opener for KANA? What else is selling well? VN : Traditionally, KANA has been a leader in email management systems and KM systems.  KANA’s new SEM platform brings social, mobile, and BPM solutions to customer service and is performing very well. As described in Part 1, KANA offers agent desktop and self-service solutions on SEM that offer desktop consolidation and knowledge infused Read More

Has KANA Gotten Its Mojo Back? - Part 1


In this service economy it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior customer service they provide. Zappos and its “Powered by Service” tagline is a crown example. Many vendors that offer customer service software solutions, especially those that bundle customer relationship management (CRM) with

call back  and style of the call center agent or  customer service representative (CSR) . Service Managers’ Tightrope Walk On the other hand, service managers are saddled with a tough balancing act amid competing business metrics and goals. Somehow, as miracle workers, they are supposed to control the costs (under ever more trimmed down budgets) of their service departments, and still become a  profit center , follow all the required corporate and regulatory policies, and, surely enough, keep all of their Read More

Do You Want Your App to Talk Back to You (as a Chatterbox)? - Part 3


In Part 1 of this blog series I admitted to being a late adopter of a sort, in part for not immediately jumping onto the social media bandwagon. In particular, my initial reaction to Salesforce Chatter (a.k.a. Collaboration Cloud) was tepid when it was introduced at the Dreamforce 2009 conference. However, a few months have passed and this period has helped salesforce.com craft the much clearer

call back  structured process (e.g., service call scripts for call center agents). I remember you saying something about using VPM in the credit collection process within Chatterbox, correct? JR: We already make extensive use of Salesforce Workflow. Because we are 100 percent Force.com native, Salesforce Workflow is available with FinancialForce Accounting and workflows can already span, say, Sales Cloud 2 and our Accounting. For its part, VPM allows you to design a repeatable process on Force.com and then have a Read More

Collaborative Commerce: ERP, CRM, e-Proc, and SCM Unite! A Series Study: IFS - Part 1 of 2


IFS arrived over five years ago on U.S. shores, with a Christmas-bag full of software components that run from the front-office to back-office and back again. They’re here to play, to get recognized, and win some big Collaborative Commerce engagements. We’ll see if they’ve got the stuff to do it.

call back  Chat, Collaborative Web Browsing, Call Me Now, Message Boards, or Chat Rooms. The company claims some of this type of support is coming in IFS Applications 2002. Wireless Service - All IFS applications are WAP and WML-enabled, enabling mobile users to access their IFS components from wireless laptops, PDA's, or cell phones, in real time. eProcurement - Essentially a webified version of Procurement features, with hooks to their Marketplace solutions. Collaboration Portals - Provide customer, employee, and Read More

Best Phone Systems for an Effective Call Center: Editor’s Top Picks


Your business’s call center phone system is the nerve center of your sales and customer service activities. And because it’s so vital to your company’s daily operations, it should help you increase your revenue opportunities, reduce costs, maximize your representatives’ productivity, and improve overall customer satisfaction. Read this paper and know the things to consider before purchasing a call center phone system.

call back  Systems for an Effective Call Center: Editor’s Top Picks Your business’s call center phone system is the nerve center of your sales and customer service activities. And because it’s so vital to your company’s daily operations, it should help you increase your revenue opportunities, reduce costs, maximize your representatives’ productivity, and improve overall customer satisfaction. Read this paper and know the things to consider before purchasing a call center phone system. Read More

4 Things You Should Think of Before Going Postal on Customer Service


We’ve all had bad experiences with customer service yet we still expect them to be great each time we call. I’m not saying that we should expect the worst, but maybe we should think of the following things before getting angry, frustrated, or homicidal (as someone said at the CRMe10 conference yesterday): • The customer service representative is not the owner of the company and most

call back  not waiting for your call and may be working on several issues at the same time. They will establish priorities and your problem might not be as important as someone else’s. Most people talking and writing about customer service do it from a customer’s perspective, but I know these things because I worked in customer service and I can tell you that the most frustrating thing is to want to help and not be able to do it. In conclusion, remember that in order to “humanize” the customer service Read More

Help Is on the Line for Call Center Challenges


Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover. Multi-channel communication is no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels

call back  on the Line for Call Center Challenges Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover. Multi-channel communication is no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels and reducing queuing and routing times have always been on the list of Read More

Back Office and Operations


Today, almost every company must address processes such as technical support, customer service, and other administrative tasks. These processes fall under the heading of back office and operations, and for many organizations, they account for a high percentage of overall operating costs. Those costs—combined with volatile global economic conditions and fierce competition for markets and business segments—are forcing companies to constantly improve back office and operations processes to better address their specific needs, reduce costs, and increase productivity and profitability.

call back  Office and Operations Today, almost every company must address processes such as technical support, customer service, and other administrative tasks. These processes fall under the heading of back office and operations, and for many organizations, they account for a high percentage of overall operating costs. Those costs—combined with volatile global economic conditions and fierce competition for markets and business segments—are forcing companies to constantly improve back office and operations pr Read More

Last Call - 12th Vendor Shootout for ERP - Dallas, TX: 12-13 Oct 2011


The 12th Vendor Shootout for ERP. Dallas, Texas, USA. October 12-13, 2011. Dallas Marriott Quorum. Manufacturers and distributors:There are only a ...

call back  Call - 12th Vendor Shootout for ERP - Dallas, TX: 12-13 Oct 2011 Last Call - 12th Vendor Shootout for ERP - Dallas, TX: 12-13 Oct 2011 Last call—only a few spaces left! The 12th Vendor Shootout for ERP Dallas, Texas, USA October 12-13, 2011 Dallas Marriott Quorum Manufacturers and distributors: There are only a few spaces remaining for the 12th Vendor Shootout™ for ERP. Save time, money, and weeks of engagement by seeing eight leading ERP vendors demonstrate their cutting-edge ERP systems under the Read More

Direct 500, LLC


Direct 500In today's world of highly competitive distribution sales, businesses are looking for ways to improve their call center, estore and catalog sales channels. Direct 500 is designed for organizations with multiple selling channels. Businesses often implement multiple software solutions to meet these many different business requirements. For Example, sales order entry and inventory management, a hosted eCommerce site that is not connected to their ERP software, spreadsheets to track marketing campaigns and many manual processes to overcome the shortcomings of a non-integrated solution. Direct 500 was built on the Sage MAS 500 ERP platform to meet these business needs with a single integrated solution.Call CenterCall centers are usually high volume order entry departments. Speed of entry and accuracy of data is critical. Direct 500 provides an enhanced sales order entry search engine to speed the lookup of current customers or prospects. It provides multi-field lookup using Postal Code, Last Name, Company Name, Phone Number and email address.Once the customer is located, Direct 500 focuses on speed of entry and access to information for the operator. We want the operator to be focused on serving the customer and not worried about the deals and promotions that they need to track on a manual sheet - we have incorporated all of this logic in the sales order entry module.eStore Many distributors offer their products on their website. However, many do not have an estore that is integrated with the ERP software. Ultimately, is serves as a glorified fax machine.The Direct 500 estore is an extension of MAS 500 and the Direct 500 call center capabilities. The business rules for pricing, sales tax, freight, credit card processing and many others that are defined for sales order entry are extended to the estore.MarketingDistributors that sell through multiple channels often face challenges in tracking sales, marketing campaigns and their effectiveness. Direct 500 offers a multi-level source code that tracks how new customers are created and the source of each new order, providing valuable analysis data for the business.Integrating source codes with the Call Center and the eStore provides the business with an effective promotion and analysis tool set. For Example, an email blast with integrated source codes and promotions can automatically take the buyer to a special offer on the eStore, complete the shopping cart with the promotion and place the order in MAS 500 with no interaction from the call center staff.Fulfillment Many distributors that sell through multiple channels are high volume shipping organizations. These companies can live or die by their shipping costs. Address accuracy, shipping and handling calculations and on time delivery determines if these companies thrive or barely survive. Direct 500 provides extensive shipping capabilities focused on simplifying the Call Center and eStore transactions. Shipping methods have been expanded with features to allow shipments by address types, restrictions by postal codes and countries. Shipping charts can be defined by geographical region and level of service. Direct 500 also offers integration to StarShip, allowing customer to have a calculated freight and handling charge straight from the StarShip rate tables. The Direct 500 SolutionThere are many ways multi channel sales organizations can address their individual business requirements. However, addressing the business need as a whole requires a well designed application that provides the company with a call center, estore, marketing and fulfillment business solution.

call back  ways to improve their call center, estore and catalog sales channels. Direct 500 is designed for organizations with multiple selling channels. Businesses often implement multiple software solutions to meet these many different business requirements. For Example, sales order entry and inventory management, a hosted eCommerce site that is not connected to their ERP software, spreadsheets to track marketing campaigns and many manual processes to overcome the shortcomings of a non-integrated solution. Direct Read More