customer service management

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The World Has Changed; Have You?: A New Paradigm for Customer Service Management

With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. These organizations are embracing...

Tags: Customer Service, Enkata Technologies Inc., Customer Service Management, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

White papers 2005-04-12

Additional Resources

Web Help Desk Free 9.2.3 (Mac)

The free help desk software edition of Web Help Desk for Mac OS X server installation offers an industry leading web-based help desk software feature set that allows you to track and fulfill all of your technical support trouble tickets and customer service requests with ease, all through an intuitive...

Tags: Web, Customer Service, Apple Macintosh, MacsDesign Studio, Help Desk, Call Centers, LDAP, Channel Management, It Operations, Directory Services, Enterprise Software, Software, Marketing

Software downloads 2009-11-20

Web Help Desk Pro 9.2.3 (Mac)

This help desk software Pro edition of Web Help Desk for Mac OS X Server offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD...

Tags: Asset, Web, Apple Macintosh, MacsDesign Studio, Web Help Desk, Help Desk, Call Centers, Asset Management, It Operations, Financial Services, Operational Planning, Finance, Business Operations

Software downloads 2009-11-20

True Convergence Demands a Communication Service Provider that Embraces a Customer-Centric Approach

Ensure your service provider's convergence strategy meshes with your enterprise network needs. Respected consulting firm Stratecast, a division of Frost & Sullivan, outlines the six customer-centric attributes that should be at the heart of you're your service provider's approach to convergence. Those attributes are: Multiple network...

Tags: Service Provider, Enterprise Network, Convergence, Business Services

White papers 2009-11-19

More evidence of the coming collision between home broadband and the smart grid

Collision?Not the word I would have used.In any event, I think this is a positive and necessary direction to go. In order to manage more diversified, less dependable/consistent sources of energy, the demand side HAS TO be managed. Without it, we are just setting ourselves up for a lot of...

Tags: TELECOMMUNICATIONS, collision, home broadband, grid, smart grid

Discussion threads 2009-11-16

Enterprise 2.0: What do we know today about moving our organizations into the 21st century?

Enterprise 2.0 ROIDion - An extremely interesting article. As a vendor of social software, we're often exposed to an intriguing mix of the trends that you've outlined above. In particular, we've noticed that those common internal advocates you mentioned (e.g. corporate communications, knowledge management) are already sold on the benefits...

Tags: Sales force management, Enterprise 2.0, E 2.0

Discussion threads 2009-11-13

Group Mail Manager Professional 2.33.33 (Windows)

Group Mail Manager is easy and affordable web-based email response, tracking and management software, that allows you to manage, process, and track messages sent to generic email inboxes such as sales, support, and info; instantly access the entire email history of any customer and use standard response templates. GMM can...

Tags: Microsoft Windows, Xpress Software, E-mail, Online Communications

Software downloads 2009-11-12

Why IT can't seem to deliver measurable productivity

Sounds like excuses to me.If it can't be shown on the bottom line, its useless.IT really needs to be aligned with business needs.From what I have heard talking with several managers, IT needs to come out out the silo and focus on delivering business needs and services. From what...

Tags: Product marketing, Strategy, IT Operations, information technology, customer service

Discussion threads 2009-11-11

Handheld Contact for ACT! - Professional - 1 Year Subscription (Mobile)

It is time to go wireless with ACT! and get your work done when you NEED to! Our secure wireless synchronization service enables your Pocket PC to wirelessly sync with your ACT! Contacts, Notes, Calendar Items, To-Do Items, and Activities - It''s like having all the ACT! functionality on your...

Tags: Mobile, PC, ACT!, ACT! Data, Pocket PC, Handhelds, Operating Systems, Desktops, Hardware, Software

Software downloads 2009-11-11

No more servers? Rackspace says IT workers are tired of them

And, as servers move to the cloud, fewer and fewer will be Windows servers.When you deploy thousands, you can pay millions in licensing for Windows, and, then Windows is less stable and less secure.RE: No more servers? Rackspace says IT workers are tired of themI wonder how well those outsourced...

Tags: Servers, server, information technology, Rackspace

Discussion threads 2009-11-10

Nesox Email Marketer Business Edition 1.92 (Windows)

Nesox Email Marketer is a professional tracking supported e-mail marketing software and newsletter software for mailing list building, send and track personalized bulk e-mail and mass e-mail at your own computer. Email Marketer could be very handy for such areas as direct marketing, online marketing research, newsletter, customer relationship management...

Tags: Newsletter, Microsoft Windows, Nesox Solutions, Nesox Email Marketer, E-mail, Corporate Communications, Online Communications, Marketing

Software downloads 2009-11-10

Transform your Multi-Channel Customer Experience: Advantages of Customer Communications Management

Improving the way you communicate with customers effectively managing and delivering more personalized and unified customer communications, across today's diverse media channels can maximize returns. Further, companies are generating tens of thousands of documents and businesses are facing exponential growth in the amount and types of communications, driving the need...

Tags: Pitney Bowes Inc., Customer Experience, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

Webcasts 2009-11-06

The Enterprise 2.0 Value Propositions Agenda

Time is Money: Where's the Beef? The now biannual US 'Enterprise 2.0' conference is a wrap, but disappointingly there is still little business understanding of what the term means or what the value propositions and benefits are. The general 2.0 suffix is well understood by technology...

Tags: Collaboration, Enterprise 2.0, Conference, E2.0, Susan Scrupski, Oliver Marks

Blog posts 2009-11-05

10 ways to evaluate your IT management software

Does your helpdesk work for you or do you work for your helpdesk? Saar Bitner of SysAid Technologies tells how to manage you IT management software. Commentary - Choosing the right IT management software solution is a strategic decision that requires the careful planning and consideration of every IT...

Tags: IT Administration, Information Technology, Software Solution, Tools & Techniques, Strategy, Management, IT management, software, Saar Bitner SysAid Technologies, Special to ZDNet, Saar Bitner SysAid Technologies, Special to ZDNet

News items 2009-11-05

Figuring the value of software

Phil Wainewright's discussion about the cost of running highly scalable SaaS applications like SuccessFactors comes at the right time. He says: Speaking in the opening keynote of SIIA OnDemand in San Jose this morning, SuccessFactors CEO Lars Dalgaard let slip a statistic that set several...

Tags: Software, Software-as-a-service, SuccessFactors Inc., SAP AG, Phil Wainewright, Software As A Service (SaaS), Managed Hosting, Cloud Computing, Emerging Technologies, Dennis Howlett

Blog posts 2009-11-02

What should open source do in a car?

Engine Management...The owners should be able to tweak the engine management settings.There is no reason I should be forced to stick with the 'safe' mode settings from the factory. Other Ford enthusiasts could tweak their cars and post their engine profiles online and people could adjust their cars engine...

Tags: car, Ford Motor Co., open source

Discussion threads 2009-10-30

Five reasons to deliver a virtual service, not a virtual server

What began as an interesting technological experiment has now become an opportunity for IT to shape its future, says Fortisphere's Lilac Berniker Commentary - As virtualization becomes an increasingly commonplace technology in the datacenter, the breadth of stakeholders in the virtual environment is growing. ...

Tags: Information Technology, Workload, Virtual Server, Server, Strategy, Management, virtualization, Lilac Berniker Fortisphere, Special to ZDNet, Lilac Berniker Fortisphere, Special to ZDNet

News items 2009-10-29

Information Management, BPM and Integration: Achieving Cost Efficiency in the Financial Sector

Digital capture and storage make information easily retrievable and useful, but don't necessarily enable enterprise-wide efficiency. Data housed in Customer Relationship Management CRM software, accounting, human resources, and other applications has limited value if it's not reused efficiently everywhere it's needed. The solution? Instant, secure, central access to all of...

Tags: Information Management, Financial, BPM, Integration, Optical Image Technology, Business Process Automation, Operational Planning, Strategy, Enterprise Software, It Operations, Business Operations, Management, Software

White papers 2009-10-28

Can open source software stop IT failure?

I'm not so sure #1 is valid#1 is a variation of "many eyes make all bugs shallow"Does it help? Yes. But it also makes the implicit assumption that everyone that can view the code is competent to do so. So it goes back to resource allocation being an issue, if...

Tags: Strategy, OPEN SOURCE, information technology, IT Failure, F/OSS, software, open-source software

Discussion threads 2009-10-26

MSFT versus GOOG - there's a big gap

Countering Google[i]At the current rate of Google?s revenue growth, 7 per cent, it would take it more than 3 years to reach Microsoft?s current quarterly revenue.[/i]The above is true if you assume MS will have no growth over the next 3 years. I don't think that will be the case....

Tags: Web browsers, Operational accounting, Strategy, Google Inc., Microsoft Corp.

Discussion threads 2009-10-23