City of Los Angeles Improves Customer Satisfaction with Self-Service Portal Presentation Transcript
sponsored by Oracle Corporation
PRESENTATION TRANSCRIPT:
Today's customer is demanding easier, faster access to answers and problem solutions, and to meet these demands, many organizations turn to customer self-service strategies. Check out this presentation transcript to learn how Los Angeles Department of Water and Power implemented a customer self-service portal to standardize customer service levels.
Posted: 15 Apr 2013 | Published: 15 Apr 2013
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Defining and maximizing the Scope of a Document Management System
sponsored by Iron Mountain
EGUIDE:
Read this expert resource to explore more about the key issues of establishing an effective approach to information governance. It explains how you can develop a content management program that fits in with the scope and needs of your organization.
Posted: 26 Mar 2013 | Published: 26 Mar 2013
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3-2-1 Contact the Call Center
sponsored by SearchCRM
WHITE PAPER:
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
Posted: 31 Jan 2013 | Published: 31 Jan 2013
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Winning SharePoint Commitment in the Enterprise: Five Easy Steps to Increase End-User Adoption
sponsored by VirtualWorks Group
WHITE PAPER:
SharePoint technology can provide your business with unprecedented levels of collaboration, but 40% of organizations currently using SharePoint report that the adoption rate is slower than expected due to a poor user experience. Read on to learn 5 simple steps that will enhance the SharePoint user experience and boost adoption rates.
Posted: 04 Dec 2012 | Published: 04 Dec 2012
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Knowledge Management: 5 Steps to Getting It Right the First Time
sponsored by Oracle Corporation
EBOOK:
Today, many businesses are looking for ways to reduce customer service costs without sacrificing satisfaction – and most companies are finding it challenging. Read this vendor e-book to learn how adding knowledge management to your customer service strategy can reduce costs while increasing agent productivity and customer satisfaction.
Posted: 18 Sep 2012 | Published: 01 Sep 2012
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Top ten reasons to automate your IT processes
sponsored by Hewlett-Packard Limited
WHITE PAPER:
As IT infrastructures become larger and more complex the need for automation increases for both it's organisational efficiency and knowledge retention. Automation technology can help address alerts and incidents, as well as increase infrastructure up time while reducing operational costs.
Posted: 03 Aug 2012 | Published: 03 Aug 2012
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Six Best Practices for Agent Knowledge Management
sponsored by KANA
WHITE PAPER:
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
Posted: 21 Jun 2012 | Published: 21 Jun 2012
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Overcoming the insight deficit
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE:
Learn how you can empower your employees to make the most of big data and data analytics in this executive guide from the Corporate Executive Board.
Posted: 01 Feb 2012 | Published: 05 Sep 2011
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General Guidelines for Building Effective Service Catalogs
sponsored by Global Knowledge
WHITE PAPER:
In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs.
Posted: 06 Dec 2011 | Published: 06 Dec 2011
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Supporting a Multichannel Contact Center
sponsored by Verint Systems
EGUIDE:
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
Posted: 13 Feb 2013 | Published: 13 Feb 2013
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Top 8 Dynamic Case Management Myths Debunked
sponsored by Eccentex
EGUIDE:
Dynamic case management (DCM) has quickly become a hot topic in IT. But many IT professionals are still skeptical that DCM is anything more than just a fancy word for ECM or BPM. Read this expert guide to learn the truth about DCM, including how its collaborative abilities can help your breakdown organizational silos.
Posted: 08 Jan 2013 | Published: 08 Jan 2013
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Dynamic Case Management: The Secret to Agile, Collaborative Processes
sponsored by Eccentex
EGUIDE:
Agile case management is a requirement in today's demanding business world, but legacy technologies have lagged behind and lack the capabilities today's knowledge workers need. Inside this e-guide, discover how dynamic case management (DCM) can help mitigate this challenge, the advantages of combining analytics and DCM, and much more.
Posted: 08 Jan 2013 | Published: 08 Jan 2013
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Is Social Media Transforming Your Business?
sponsored by Oracle Corporation
WHITE PAPER:
It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.
Posted: 13 Sep 2012 | Published: 01 Mar 2012
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Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management
sponsored by KANA
WEBCAST:
Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both.
Posted: 22 Jun 2012 | Premiered: Jun 22, 2012
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IT in Europe - May 2012
sponsored by SearchNetworking.co.UK
EZINE:
While network access control (NAC) technology seemed to disappear into the great beyond just a year ago, it is ready to resurface with a vengeance. However, the technology will need to resurge with better controls, especially as the consumerisation of IT and bring your own device (BYOD) trends overtake the enterprise.
Posted: 22 Jun 2012 | Published: 15 Jun 2012
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Case Study: New York Philharmonic Digital Archives to Preserve and Make Accessible Worldwide Over 160 Years of American Cultural Heritage with the help of Technology Services Group and Alfresco Software
sponsored by Alfresco Software
WHITE PAPER:
This resource examines how the New York Philharmonic digitized their enormous collections to provide universal online access with a robust, scalable document management system.
Posted: 09 May 2012 | Published: 09 May 2012
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IBM Lotus Notes and Domino
sponsored by IBM
TRIAL SOFTWARE:
IBM Lotus Notes and Domino Administrator clients form the backbone of a simplified, security-rich, and real-time work environment designed to foster an increase in knowledge sharing, business insight and productivity. Download the trial for an evaluation period of 90 days.
Posted: 16 Dec 2011 | Premiered: 16 Dec 2011
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Tip Guide: Moving DCM beyond healthcare: Steven Spear discusses architecture, collaboration and more
sponsored by IBM
EGUIDE:
As dynamic case management (DCM) moves into the broader business world, one of its biggest drivers is the need to ensure that knowledge workers have access to the right information at the right time. In this tip guide, readers will learn what author and MIT professor Steven J. Spear sees as the key trends in DCM's ongoing expansion and evolution.
Posted: 07 Dec 2011 | Published: 05 Dec 2011
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Tip Guide: Analytics in dynamic case management: Strategies, tactics and expert insights
sponsored by IBM
EGUIDE:
This tip guide continues ebizQ.com's exploration of the role of analytics in successful case management. In this article, ebizQ contributor Alan Earls offers strategies and tactics for successfully combining dynamic case management (DCM) and analytics.
Posted: 07 Dec 2011 | Published: 05 Dec 2011
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Collaboration: The critical extra ‘C’ in dynamic case management
sponsored by IBM
EGUIDE:
In this Tip Guide, you will learn how collaboration and related approaches enhance dynamic case management, and how collaboration empowers not just a company’s caseworkers (and other “information workers”), but its customers as well.
Posted: 21 Nov 2011 | Published: 21 Nov 2011
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DCM serves as a useful tool for a business approach to process management
sponsored by IBM
EGUIDE:
Check out this tip guide today to learn how dynamic case management (DCM) serves as a useful tool for a business approach to process management.
Posted: 21 Nov 2011 | Published: 21 Nov 2011
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Social/collaborative trends, techniques and technologies for case management
sponsored by IBM
EGUIDE:
In this tip guide, consultant and ebizQ.com contributor Stephanie Quick explains the top social/collaborative trends, techniques and technologies involved in case management today.
Posted: 21 Nov 2011 | Published: 17 Nov 2011
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By enhancing ‘knowledge work,’ DCM generates new value in the enterprise
sponsored by IBM
EGUIDE:
Too often, discussions about case management in general—and dynamic case management (DCM) in particular—focus on the IT aspects. But to reap long-term, widespread benefits from DCM, it’s important to understand the business benefits and challenges as well.
Posted: 21 Nov 2011 | Published: 17 Nov 2011
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How social/collaborative approaches can build bridges in case management
sponsored by IBM
EGUIDE:
In this tip guide, well-known industry analyst Neil Ward-Dutton discusses trends and best practices in social networking and collaboration for case management. Readers will learn how social/collaborative approaches can build bridges and improve service in case management.
Posted: 21 Nov 2011 | Published: 17 Nov 2011
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Building on a BPM framework: Can it work for DCM?
sponsored by IBM
EGUIDE:
This tip guide continues ebizQ.com’s deep dive into approaches for constructing a sound case management architecture. In this installment, ebizQ.com contributor Christine Parizo provides best practices for considering a case management framework based on business process management or other technologies.
Posted: 21 Nov 2011 | Published: 17 Nov 2011
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