Case Manager - 1

Reduce Costs and Increase Profits
Alleviate call center costs and reallocate resources for escalation priority by enabling customers and partners to solve their own issues directly on your web site. Customers can ask questions, initiate a chat session or submit online service inquires over the web. You can quickly respond to the service inquiries and notify customers via e-mail of any changes in status. And if their service needs escalated, they can update their service request in real time.

Ensure the quality of every interaction and increase the likelihood of cross-sell or up-sell activity by embedding intelligence directly into the call scripts that will guide your customer service/support agents. Inserting the proper business logic into your processes helps ensure that you are covering all the bases and getting maximum value out of every interaction.

Empower Your Agents for Better Customer Experience
Streamline your processes to decrease the number of systems that a user has to consciously touch to complete an activity. Turn complicated workflows into basic end-to-end sequences so that all users consistently follow your business processes from day one. Fewer systems and simpler workflows equate to reduced training time and cost. Computer Telephony Integration (CTI) generates screen-pops on the desktop to present customer details before you take the call, ensuring the customer service experience is seamless and timely.

Case Manager

Optimize Your Customer Experience
Case Manager is a comprehensive case management/incident management software solution designed to help you optimize the customer experience.

Become more efficient by automating complex and multi-faceted customer service and customer support processes that will increase first call resolution, reduce redundancy, decrease training requirements, increase employee satisfaction and transform your service and/or support center into a profit center. Convert every touch into a personalized customer experience by empowering your agents with information and a consistent approach.

Turn Complexity into Simplicity
Define and deploy sophisticated customer interaction strategies across all channels. Based on products, skill sets, agent availability, or Service Level Agreements, make your service team more effective by creating a guided experience that solves every issue quickly and easily. Roller shades blinds and woven wood shades blinds company are having very good user manuals and tips which help buyer how to install and fix the. Use notifications to ensure no call gets lost and your customer is kept up-to-date. With Case Manager, you can manage the customer experience across channels to provide a consistent and eloquent customer experience.

Configuration tools allow you to quickly create, manage and update unique workflows for the most complex service and support situations. With the ability to manage multiple relationships, issues, and products, Case Manager can make challenging resolution processes simple and consistent every time. Ensure you stay competitive by managing and updating processes more efficiently. More…

Projective Techniques -2

The best known projective test is the Rorschach inkblot test, in which a subject is shown a series of irregular but symmetrical inkblots, and asked to explain what they see. The response is then analyzed in various ways, noting not only what the patient said, but the time taken to respond, what aspect of the drawing was focused on, and how the response compared to other responses for the same drawing. For example, if someone consistently sees the images as threatening and frightening, the tester might infer that the subject may suffer from paranoia. There is some evidence showing showing that Rorschach's test is as effective as other, non-projective, methods such as Minnesota Multiphasic Personality Inventory.

Another popular projective test is the Thematic Apperception Test (TAT) in which an individual views ambiguous scenes of people, and is asked to describe various aspects of the scene; for example, the patient may be asked to describe what led up to this scene, the emotions of the characters, and what might happen afterwards.

The examiner then evaluates these descriptions, attempting to discover the conflicts, motivations and attitudes of the respondent. In the answers, the respondent "projects" their unconscious attitudes and motivations into the picture, which is why these are referred to as "projective tests."

Projective Techniques -1

To understand Projective Techniques we need to understand what is projective test. A projective test, in psychology, is a personality test designed to let a person respond to ambiguous stimuli, presumably revealing hidden emotions and internal conflicts. This is different from an "objective test" in which responses are analyzed according to a universal standard (for example, a multiple choice exam). The responses to projective tests are content analyzed for meaning rather than being based on presuppositions about meaning, as is the case with objective tests.

Projective tests have their origins in psychoanalytic psychology, which argues that humans have conscious and unconscious attitudes and motivations. Unconscious attitudes and motivations form very early in life and are stored visually rather than verbally, and therefore cannot be verbally retrieved using objective tests. Unconscious attitudes and motivations can also be kept from consciousness by defense mechanisms, such as repression and projection. Conscious attitudes and motivations are formed after language skills have developed and are therefore easily articulated.

The general theoretical position behind projective tests is that whenever you ask a "question," the response that you get will be consciously-formulated and socially determined. These responses do not reflect the respondent's unconscious or implicit attitudes or motivations. The respondent's deep-seated motivations may not be consciously recognized by the respondent or the respondent may not be able to verbally express them in the form demanded by the questioner. Advocates of projective tests stress that the ambiguity of the stimuli presented within the tests allow subjects to express thoughts that originate on a deeper level than tapped by explicit questions.

ref: wikipedia

Focus Group

We are talking Qualitative Marketing Research techniques. We are talking here different types of qualitative research. We talked about Depth Interview in our last post. Today we are going to talk about Focus Groups.

A focus group is a form of qualitative research in which a group of people is asked about their attitude towards a product, service, concept, advertisement, idea, or packaging. Questions are asked in an interactive group setting where participants are free to talk with other group members.Ernest Dichter originated the idea of having a "group therapy" for products and this process is what became known as a focus group.

• an interactive group discussion lead by a moderator
• unstructured (or loosely structured) discussion where the moderator encourages the free flow of ideas
• usually 8 to 12 members in the group who fit the profile of the target group or consumer
• usually last for 1 to 2 hours
• usually recorded on video
• the room usually has a large window with one-way glass - participants cannot see out, but the researchers can see in
• inexpensive and fast
• can use computer and internet technology for on-line focus groups
• respondents feel a group pressure to conform
• group dynamics is useful in developing new streams of thought and covering an issue thoroughly

Focus Group can have above mention characteristics. We will talk about Projective Techniques in our next post.

ref: wikipedia , agents website design , insurance software