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May 2000
The Role Of Logging And Monitoring In Customer Relationship Management
By Jackie Wiedner, NICE Systems

In Focus
What's Next In Monitoring Technology? Data Mining Finds A Calling In Call Centers
By Linda DiLauro, Dictaphone Corporation
With over 70 percent of business transactions taking place over the phone, call centers are important cogs in the customer retention wheel. Consider also that customer interactions are becoming increasingly complex. Today, companies are likely to segment their customers into many categories, and route customers to the ideal agent based on virtually any conceivable criteria. Given the growing complexity of customer interactions, how can a call center get to the root of the problems that can cost it money and customers? The author explores the evolution of monitoring systems and how call centers can leverage customer-centric monitoring technology and data mining tools to automatically identify hidden patterns in call center data that can point to opportunities for improving customer service and operational effectiveness.

Teleservices Outsourcing
Capturing Customers -- How The New Wave In Call Centers Is Aiding The Financial Industry
By Peter Bendor-Samuel, The Everest Group
Banks, insurance companies and other organizations within the financial industry today face the dilemma of increased competition, low customer loyalty and few opportunities to sell something new to their customers; and all the while, it costs far more to recruit a new customer than it does to retain a current one. Without a doubt, these organizations within the financial industry can reap enormous benefits by outsourcing call center and customer relationship management (CRM) services.

Customer Relationship Management 
It's Y2K. Do You Know Who Your Customers Are?
By Soren Kirchner, Ph.D. And Mike Bradway, Net Perceptions, Inc.
The ultimate purpose of data mining for direct marketers is to solve business problems. In most cases, the ideal outcome of effective data mining is a newfound ability to target the right customer with the right product at the right time. Traditionally, "targeting" was the task of hitting enough targets with your product offer to move sufficient inventory. The more targets, the more chances for a hit.

E-Sales--E-Service.com
If Only Columbus Had A Web-Enabled Mobile Phone
By Evan Koblentz, Technology Editor, TMC� LABS
The author recently found himself in an unfamiliar city with a destination and an appointment, but no map and no street address. Luckily, TMC� LABS editors are like the Boy Scouts when it comes to toting technology -- they are always prepared. So using his celluar telephone's built-in minibrowser, he was able to navigate safely through the ether and, as a result, to his destination -- with time to spare.

E-Sales--E-Service.com News

The Recipe For E-Commerce Success
By Tracey S. Roth, Managing Editor, C@LL CENTER CRM Solutions
What separates a good e-commerce experience from a bad one? Those of us who buy off the Web have had both good experiences and bad, but many of us have not stopped to examine what, in particular, separated these experiences from one another. Most of us would agree that a superb e-business Web site is one that meets all of our needs as quickly as possible. Many companies have invested an extraordinary amount of time and money in creating Web sites off of which to sell their products, only to fail miserably because they made the mistake of assuming that customers will somehow "find" their sites with a virtual divining rod and that their Web sites are there to serve the companies, not their customers.

Building The Perfect Call Center
Telephone System Trends Increase Productivity
By Doug Boyd, ESI
In the small to medium-sized business environment, the explosive growth of converged voice and data applications on both traditional and server-based PBX platforms has enabled the development of competitive, low-cost front-office phone systems that are easy to use and offer a variety of feature-rich computer-telephony integration (CTI) applications. These integrated phone systems are helping companies dramatically increase internal productivity while enhancing these companies' ability to respond more effectively to customer needs.

How Fast Can You Deliver? Using LAN Telephony
To Power Your E-Business
(Sidebar)
By Barry Castle, 3Com Corporation
Success in the new e-commerce marketplace will be determined by how fast companies can introduce new services. Flexible IT systems will be a prerequisite for supporting the migration to quicker, more reactive methods of marketing and delivery of these services. While many companies have already begun their transformation into e-businesses, legacy voice and data networks have slowed their progress and hampered their success. For these companies -- and the rest that have yet to commence the inevitable e-business migration -- LAN telephony can provide the key to success.

May 2000 C@ll Center CRM Solutions Magazine

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High Priority
Technology Highlights
Call Center News™

TMC LABS
Skills-based routing provides an automated mechanism for routing calls to find the best available match between the needs of the customer and the various proficiencies of available agents. It can be an ideal solution for providing callers with a quality experience in an automated manner. This review investigates the implementation of a skills-based routing plan for a fictional call center using the Lucent Definity Enterprise Communications Server.

 







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