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February 2000

Online CRM Solves The $6 Billion Problem
By Eric Greenberg, Millenium Teleservices LLC

The Financial Services Modernization Act: Customer Contact Centers Must Prepare For The Expected Increase In Marketing
By Suzanne Porter-Kuchay, MarketSwitch


ARTICLES

IN FOCUS
Service With A Smile: The Art Of Speech Recognition Over The Phone
By Steve Chambers And Christopher �Blade� Kotelly, SpeechWorks International
While much has been written about the science and technology of automated speech recognition systems � the recognition engines, accuracy algorithms, databases and phone networks � little has been written about the art of the systems, or the way callers think and feel while using them. Ultimately, the art focuses on creating an engaging and satisfying caller experience.

Speech Starts A Revolution: Speech Recognition Ignites The Call Center Environment (Sidebar)
By Deborah Myrick, Philips Speech Processing
Due to the advent of compact, self-contained speech-recognition systems designed to meet the user�s needs, effective speech recognition applications can now be implemented faster and easier, helping to increase productivity, improve call management and eliminate extended customer hold times.

CUSTOMER RELATIONSHIP MANAGEMENT
Selecting And Buying CRM Software
By Jack McAvoy, Pegasystems
Customer relationship management is the key to creating a successful business. CRM, however, requires a comprehensive strategy, carefully designed business practices and integration with existing applications and contact channels.

Choosing A CRM Software Vendor
By Eben Frankenberg, Onyx Software
The Internet is accelerating companies� sense of urgency about getting to know their most valuable customers. Given today�s hyper- competitive climate, businesses are faced with the challenge of how to best serve this complex customer base, how to incorporate the Web into their business and what to focus their resources on as they migrate to the Internet. Many companies are finding the solution by implementing customer relationship management (CRM) software.

E-SALES--E-SERVICE.COM
Where Did The Service In E-Service Go?
By Robert Vahid Hashemian, Director of
TMCnet.com

We all want to see e-commerce continue its strong growth. It has plenty of space for that. But without proper e-service, we may end up squashing it before it has a chance to show its potential. Put the �service� back in e-service and you may be amazed at how quickly your customers will put the �sales� back in e-sales.

E-Sales�E-Service.com News

Humanizing Your Web Site Through Callback And Chat
By Don Steul, Genesys Telecommunications Laboratories, Inc.
With personalization and the need for �real- time� help on the Internet, Web site encounters are becoming more humanized. Unfortunately, when most companies think of providing high- quality online customer interactions, they think exclusively of e-mail. E-mail, however, is only one form of communication, and it does not meet all customer needs, especially those that require immediate assistance.

Your Web Site Is Calling, Please Hold For Your Customer
By Stephen McCarthy, GlobalPhone Corporation
Web sites can now become more than interactive advertisements. Web callback, or placing an icon that enables customers to �click to talk� to an agent, creates direct connections between consumers and an e-commerce company�s customer service and sales professionals, helping improve service and boost sales
.

BUILDING THE PERFECT CALL CENTER
Call Center Ergonomics Makes Good Business Sense
By Christine Jacobs, Interior Concepts
Ergonomics is the relationship between a worker and his or her work environment. Unfortunately, all the talk surrounding poor ergonomics is not hype. It�s a real problem that is crippling the lives of the people it affects, many of whom are sitting in the call centers we provide.

TELESERVICES OUTSOURCING
Seventh-Annual MVP Quality Award Winners
C@LL CENTER CRM Solutions™ is pleased to announce the recipients of its seventh-annual MVP (Marketing Via Phone) Quality Awards.

February 2000 Issue

DEPARTMENTS
Publisher's Outlook
High Priority
Technology Highlights
Call Center News™

TMC LABS
ServiceWise 1.1 By TechExcel
TMC™ Labs Review ServiceWise 1.1 by
TechExcel is an integrated customer and incident tracking software package for technical support groups. The product includes incident tracking, customer management, knowledge management and e-mail notification and reporting in one package. ServiceWise is easy to use and administer, and has a large list of features needed for IT departments to remain current and competitive.







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