RightNow PAGE 3 LESSONS IN CONTACT CENTER LEADERSHIP eGain PAGE 6 DOING MORE WITH LESS IN CUSTOMER SERVICE: Strategies and Best Practices Kana PAGE 7 HOW TO MAKE EVERY CUSTOMER CONVERSATION INTELLIGENT Oracle PAGE 8 TRANSFORMING SERVICE IN THE AGE OF THE CUSTOMER Verint PAGE 9 THE POWER OF WHY Astute Solutions PAGE 10 ENSURING CONSISTENT, ACCURATE AND TIMELY INFORMATION DELIVERY ACROSS ALL CHANNELS SYKES PAGE 11 INSIGHT TO CUSTOMER LOYALTY Using Customer
Words: 11002 - Pages: 45
Department ISBN No. Price Published by : : : : : : : July, 2011 www.icai.org bosnoida@icai.org Board of Studies 978-81-8441-130-0 ` 200/Rs. 250/The Publication Department on behalf of The Institute of Chartered Accountants of India, ICAI Bhawan, Post Box No. 7100, Indraprastha Marg, New Delhi 110 002, India. Sahitya Bhawan Publications, Hospital Road, Agra 282 003. July/2011/45,000 Copies (Revised) Printed by : A WORD ABOUT STUDY
Words: 186944 - Pages: 748
Qualification structure and syllabus CIMA Chartered Management Accounting Qualification 2010 December 2008 Contents CIMA now designs its qualifications in what we believe to be a unique way. Based on rigorous international primary research with all of our key stakeholders and involving the participation of over 6,000 individuals and organisations – members, students, employers (both existing and potential), CIMA tuition partners, universities and our examiner and marker team – we have designed
Words: 22006 - Pages: 89
Waste Management, Inc. Strategic Case Analysis Submitted for Approval to: Dr. Jifu Wang LEADING EDGE CONSULTING Houston, TX The Leaders in Waste Management Group 1 Consultants Jason Cummings Correen Harrell Deanna Lewis Jim Upchurch David Woods Page 3 of 163 Table of Contents 1.0 2.0 2.1. 2.2. Executive Summary..........................................................................8 Background Information on Waste Management ..........................9 Brief History of Company.........
Words: 39684 - Pages: 159
Abstract The paper examines the key factors influencing the adoption of e-business technology by SMEs. To this end, the paper draws on a range of literatures on the diffusion of new information and communication technologies (ICTs), many of which have hitherto been treated as separate. The reasons for this are two-fold. First, e-business technologies are the latest in a line of new ICT technologies. When exploited successfully, ICTs have increased firm competitiveness either by raising the
Words: 13062 - Pages: 53
Robert Johnston Stuart Chambers Christine Harland Alan Harrison Nigel Slack Cases in Operations Management third edition Cases in Operations Management We work with leading authors to develop the strongest educational materials in operations management, bringing cutting-edge thinking and best learning practice to a global market. Under a range of well-known imprints, including Financial Times Prentice Hall, we craft high quality print and electronic publications which help readers
Words: 207956 - Pages: 832
provides output in a useful format. A computer can process data, pictures, sound and graphics. They can solve highly complicated problems quickly and accurately. Block Diagram Input Unit: Computers need to receive data and instruction in order to solve any problem. Therefore we need to input the data and instructions into the computers. The input unit consists of one or more input devices. Keyboard is the one of the most commonly used input device. Other commonly used input devices are the
Words: 9444 - Pages: 38
1 ANNUAL REPORT 2014 Table of contents ABOUT THE COMPANY Letter of Transmittal Corporate Information Milestones Board of Directors and Management Brand Values Products 3 4 5 6 -8 9 10 OPERATING RESULTS Summary of Key Operating & Financial Data 11-12 AGM & COMPANY PERFORMANCE Notice of 35th Annual General Meeting Chairman’s Message to Shareholders Report of the Board of Directors 13 14 ANNUAL REPORT 2014 15 - 19 1 Table of contents COMPLIANCE REPORT
Words: 25973 - Pages: 104
Glossary of HR terms For the benefit of human resources professionals, both new and seasoned, we present a Glossary of Terms. If, having read the Glossary, you feel that there are any omissions, then contact us . Absolute ratings A rating method where the rater assigns a specific value on a fixed scale to the behavior or performance of an individual instead of assigning ratings based on comparisons between other individuals. Affirmative action Also : Positive discrimination. Carried
Words: 15364 - Pages: 62
Stodder , D . ( 2012 ) . Customer analytics in the age of social media : TDWI best practices report Cary : SAS Institute . (039032) T DW I R E S E A R C H T DW I BE S T P R AC T ICE S RE P O R T THIRD QUARTER 2012 CUSTOMER ANALYTICS IN THE AGE OF SOCIAL MEDIA By David Stodder CO-SPONSORED BY tdwi.org Third QUArTEr 2012 TDWI besT pracTIces reporT CuSToMEr A n A ly T IC S In T HE AGE of SoCI A l MEdI A By David Stodder Table of Contents Executive Summary Research
Words: 22604 - Pages: 91
