Telephone Time

Knowledge Management: The Core of Service Resolution Management

by P.J. Jakovljevic ... it should also make it easy to escalate inquiries to an operator through telephone, Web chat ... since an agent can deal with only one customer at a time over the ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_12_07_1.asp - 14k - 2007-12-12 Summary: Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management software, which helps companies segment and then distribute the information their customers want to know.

Is ERP Through SaaS Ready for Prime Time? » The TEC Blog

... Similarly to revolutionary technologies like the invention of the telephone, the fax machine, and ... In a relatively short time the SaaS model has come along way ... blog.technologyevaluation.com/blog/2008/04/22/is-erp-through-saas-ready-for-prime-time/ - 46k - 2008-04-22

A VoIP Primer—Everything You Need to Know about VoIP

by Leslie Satenstein ... Although voice travels through the telephone company's dedicated network via time-division-multiplexing (TDM) protocol, TDM is not suitable for the Net. ... http:/.../ResearchHighlights/TechnologySelections/2009/01/research_notes/TU_TS_LS_01_28_09_1.asp - 60k - 2009-01-28 Summary: Are you considering voice over Internet protocol (VoIP) for your organization? We’ll take a comprehensive look at how VoIP works, and what you should know before selecting a VoIP vendor.

Lucent's Octel for Microsoft Exchange

by P. Hayes ... The ability to have a user's inbox available from anywhere at any time is appealing ... A PBX telephone system is a prerequisite to installation, in addition to a ... http:/.../Research/ResearchHighlights/GroupwareMessaging/1999/11/research_notes/PN_GW_MPH_11_99_2.asp - 8k - 1999-11-01 Summary: Lucent's Octel unified messenger uses a text-to-speech conversion engine for transmitting e-mails over a standard telephone line.

Outsourcing Service/Outsource Services Evaluation

... Province of China Take over existing customer facilities Team services (basic, document management, real time) Teleconferencing equipment Telephone and Voice ... http://outsourcing.technologyevaluation.com/it-infrastructure/ - 29k - 2009-04-15

E-Business Customer Service Success at HB Fuller Company

by Olin Thompson ... It is estimated that telephone and fax inquiries will decrease by 40-50% as ... that each such request required at least 10 minutes of personnel time, resulting in ... http:/.../Research/ResearchHighlights/Erp/2001/09/research_notes/CS_ER_XOT_09_15_01_1.asp - 15k - 2001-09-15 Summary: Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

Justification of ERP Investments Part Three: Costs of Implementing ...

by Dr. Scott Hamilton ... figure 3.4 indicates an estimated $300,000 (USD) for one time costs and ... This customer support typically provides telephone assistance and software upgrades and ... http:/.../Research/ResearchHighlights/Erp/2004/02/research_notes/TU_ER_XSH_02_12_04_1.asp - 14k - 2004-02-12 Summary: Enterprise resource planning (ERP) implementation costs can be divided into one-time costs and ongoing annual costs. Both types of costs can be segmented into hardware, software, external assistance, and internal personnel. Reprinted from Maximizing Your ERP System by Dr. Scott Hamilton.

The ROI Dilemma - Part 1 - Look at how bad you Look!

by Bob Riefstahl ... that type of information, I can reposition my emails, letters and telephone calls around ... with Future RFP Software and I've been spending time researching your ... http:/.../Research/ResearchHighlights/ExecutiveView/2003/01/research_notes/TU_EV_XBR_01_17_03_1.asp - 12k - 2003-01-17 Summary: If you're going to use ROI in order to find new business or, justify your solution, be careful. ROI is a loaded gun and you might just shoot yourself.

The Intranet Has Come a Long Way: Where is it Going Next?

by J. Dowling ... she read an article about a company that had posted its Telephone Directory on a ... expand across the globe they must minimize the impact of time and distance. ... http:/.../Research/ResearchHighlights/ExecutiveView/2002/07/research_notes/MI_EV_JFD_07_26_02_1.asp - 13k - 2002-07-26 Summary: The intranet was born from the marriage of two opposing business initiatives. The word processing department was cutting costs by eliminating the printed telephone directory and the information systems department was trying to find any reason for playing with HTML. Well, maybe not exactly, but not too

The TEC Quick Case for Made2Manage

by TEC staff writer ... offerings include twenty-four hour a day, seven day a week on-line support, as well as telephone support during business hours across US time zones, Monday ... http:/.../Research/ResearchHighlights/quickcase/2006/02/research_notes/VN_QC_TS_02_13_06_1.asp - 13k - 2006-02-13 Summary: Made2Manage specializes in manufacturing management for small and medium-sized discrete, engineer-to-order, and make-to-order manufacturers. This Quick Case for Made2Manage provides concise background information, which is oriented toward organizations considering its Enterprise Business System.