Business Manag Essay

1950 words - 8 pages

Fidelity Information Services Call Center WorkstationFidelity Information Services is the business I chose to complete my business assessment. This is a corporation that provides financial data processing software and services to banks around the world. Although Fidelity provides many types of financial software packages, I chose to focus on the Call Center Workstation product. The reason why I picked the Call Center Workstation product is because I worked over Christmas break as a Call Center representative at Civitas Bank for two weeks during Y2K. Even though I worked there I had no idea how all the software worked and I was interested in finding out. "Call Center Workstation is a component of Fidelity Information Services/Delivery suite that transforms a call center into a profit center with instant access to updated customer profiles, an in-depth view of customer relationships, precise product information, call center agents are better informed, more responsive and better able to provide world class service and cross sell new products" (Fidelity Information Services).The Call Center provides many benefits for both customers of the financial institution and the financial institutions themselves. First, customers enjoy the benefits such as a consistent accurate view of business offerings and their account activities, regardless of whether they use the teller window, call center, or Internet. Next, customers receive "anytime/anywhere" services. Customers certainly appreciate the undivided attention of tellers, call center agents, sales office representatives and Internet contacts that are instantly familiar with their previous activities and inquiries and are readily available to meet their needs. One of the many benefits that banks enjoy includes better understanding of the customer needs by reviewing valuable management information. Another benefit that the business provides a one-stop shopping at any service channel, converting a simple customer contact into a valuable opportunity for cross selling more products and services. An additional benefit that banks have is that they are capable of using the information at hand from the Call Center to anticipate questions, prepare answers, and offer product solutions based on identified customer needs, preferences, and expectations.If a person was not using the Call Center and they had to do everything manually, how would it be done? Before Call Centers and automation everything had to be done by hand at bank branches. A customer would have to wait in line to speak to a representative of that bank, which could be a very long wait. Chris Bettis, Service Delivery Development Manager, believes that banks are currently running ten to fifteen years behind in their automation process compared to other businesses. The main reason is that each of the personal computer's software has to be upgraded and each Call Center's bank could have as many as two hundred to five hundred personal computers. Therefore it...

Find Another Essay On Business Manag

testtest test Essay

4816 words - 19 pages 70 BUSINESS CONTINUITY PLANNING BUSINESS CONTINUITY PLANNING: A COMPREHENSIVE APPROACH Virginia Cerullo and Michael J. Cerullo The risks of business interruption expand as companies become more dependent on informa- tion technology (IT) infrastructure. A comprehensive approach to business continuity planning seeks to mitigate against all major business interruptions of business systems. This article analyzes recent national and international

testt Essay

7757 words - 31 pages 140 Harvard Business Review | July-August 2008 | hbr.org Competing on Resources AS RECENTLY AS 10 years ago, we thought we knew most of what we needed to know about strategy. Portfolio planning, the experience curve, PIMS, Michael E. Porter's fi ve forces - tools like these brought rigor and legitimacy to strategy at both the business unit and the corporate level. Leading com- panies, such as General Electric, built large staffs that re

Establishing Leadership Through Vocal Commiseration

3372 words - 13 pages Change is an inevitable aspect when conducting business; crisis and respective unforeseen events too are an intrinsic facet and learning opportunity for organizational progress (Heath, 2001). During times of crisis public relations is an imperative supportive component to overall managerial activity involving a four-step process inclusive of analysis, strategic planning, implementation and evaluation (Ledingham and Bruning, 2000) in application

Management trends

5953 words - 24 pages 50 ISSN 1392-2785 ENGINEERING ECONOMICS. 2005. No 4 (44) WORK HUMANISM The Most Recent Trends and Emerging Values in Human Resource Management: Comparative Analysis Rima Česynienė Vilniaus universitetas Saulėtekio al. 9, LT-01513, Vilnius The article deals with the complexity of human re- source management in the context of business globaliza- tion. The global trends in human resource management are shaped by competitiveness

Economic Implications of National and Private Health Insurance in the United States

3007 words - 12 pages cases (Roberts, 2009). However, this model would not sustain for a long period time as private corporations advanced into this marketplace, which sparks the start of a privatized for-profit health care business. Commercial insurance was starting to pick up in the 1950s as their push for individual health insurance was towards younger, healthier people. Most health insurance companies charged people based on their health situation, one of the

Organizational behavior

9392 words - 38 pages organizational behavior is complex and driven by a variety of factors. Consequently, pat (or "cookbook") answers are elusive. Managers must develop their own answers, at least to an extent. Outstanding managers possess four sets of skills that allow them to effectively navigate the process of manag- ing behavior. That process involves (1) identifying the behavioral challenge; (2) identifying the causes of current behavior; (3) choosing a strategy for

business

6042 words - 24 pages Professional Summary John F. Veiga page \* arabic18 PROFESSIONAL SUMMARYJohn F. Veiga(Updated 9/14/07)I. PERSONAL DATA:Home Address: 13 Timber Trail, Coventry, Connecticut 06238Telephone: (860) 742-1199E-mail John.Veiga@Business.uconn.eduBusiness Address: University of ConnecticutSchool of Business Administration2100 Hillside AvenueBox U-41mgStorrs, Connecticut 06269-2041Telephone: (860) 486-3734Marital Status: Married, two childrenII

What leaders need to know about followers

5342 words - 21 pages Followe rsWhat Every Leader Needs t o Know About The distinctions among followers are every bit as consequential as those among leaders - and have critical implications for how managers should manage. by Barbara Kellerman 84 Harvard Business Review | December 2007 | hbr.org There is no leader without at least one follower - that's obvious. Yet the modern leadership industry, now a quarter-century old, is built on the proposition that leaders

Kotler Principal Marketing

5268 words - 21 pages , motivating and express what you simply want to give the people. ie. Vivendi Prd oriented "We run theme parks" Mkt oriented "We create fantasies -a place where dreams come true" Setting Company Objectives & Goals: The mission leads to a hierarchy of objectives, including business objectives and mktg objectives. Designing the Business Portfolio: Collection of businesses of a company. The best business portfolio is the one that best fits the

hello

7341 words - 29 pages profits to mitigate outcomes that would inflict major damage on other stakeholders, especially society. Keywords: stakeholders, marketing ethics, stakeholder theory, normative ethical theory, societal marketing concept, social responsibility Gene R. Laczniak is Professor of Marketing, Department of Market- ing, Marquette University (e-mail: Eugene.Laczniak@marquette. edu). Patrick E. Murphy is Professor of Marketing, Mendoza College of Business

Sr.Engineer

10013 words - 40 pages Unified Computing Deployment Guide Revision: H1CY11 BThe Purpose of this Document The Purpose of this Document This guide is a concise reference on Cisco Unified Computing System (UCS) deployment. It includes an overview of some of the business problems that Unified Computing can solve within your organization and the capabilities it brings to bear to solve them. It also provides step-by-step configuration instructions for the basic initial

Similar Essays

D. Carlucci, B. Marr Et G. Schiuma : "The Knowledge Value Chain: How Intellectual Capital Impacts On Business Performance"

1016 words - 4 pages : how intellectual capital impacts on business performance » de D. Carlucci, B. Marr et G. Schiuma, s’inscrit. L’objectif de cet article étant de définir un « modèle interprétatif » expliquant les liens de cause à effet entre les investissements en gestion de connaissances et la performance.Pour les auteurs, la connaissance est un capital qui représente une valeur &eacute

Smartphone Industry: A Firm's Business Model

2350 words - 9 pages evolution in the mobile market: convergence and standardisation of hardware. With the imminent release Google’s project ARA in 2015 it is likely that modularity will become the new industry standard and given enough success will change the way consumer conceive phones. Works Cited Amit, R., Zott, C., 2012. Creating Value Through Business Model Innovation. MIT Sloan Manag. Rev. 53, 41–49. Arora, A., Fosfuri, A., Gambardella, A., 2001. Markets for

Patient Centered Leadership Essay

2560 words - 10 pages -quality treatment, and put in place the required measures to strengthen and support this specific role pertaining to care top quality. (Borg, 2012, Eriksson, 2012) The fundamental question is always, how complete we transition at a system of which operates utilizing top straight down leadership accentuating elegant, non-clinical exec roles as well as business values to at least one that aspects clinical importance systems throughout light

Manchester United Essay

2436 words - 10 pages Unitеd work on building a positivе and wеll known rеputation and in turn this builds thеir financial frontiеr.Managеrs this includеs managеrs on thе football pitch and in storеs sеlling tеam mеrchandisе. Thеy may havе high powеr within thеir own domain but within thе widеr viеw of thе matrix thеy can hav