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July 2000
Managing Multimedia Communications For Contact Center Success
By Jody Wacker, Apropos Technology

Building An Effective Web-Based CRM Infrastructure
Philip MacLaren, The Eastern Management Group And Ephraim Frankel, New York University


Teleservices Outsourcing
India: Hot Spot For IT Outsourcing
By Ashish Chand, IT&T Limited
India, the world's largest democracy and home to nearly one billion people, has quietly but quickly emerged as a leader in the field of software development and Web-based services. India has a competitive advantage in the software business, as it is a location that offers cost-effective solutions, world-class quality, high reliability and rapid delivery.

Customer Relationship Management 
Check Your Help Desk's Vital Signs:
A Transplant May Be In Order

By Kevin Taylor, Cyntergy
While there can be great benefits in outsourcing the help desk function, it is not a decision that should be entered into hastily. The first step should always be to analyze your current function; this will prove valuable whether or not you decide to outsource. It will give you a better idea of your options: improving your internal operation, outsourcing the entire operation, outsourcing part of the operation or not outsourcing at all.

E-Sales--E-Service.com
Christmas Is Coming. Are You Prepared?
By Tracey S. Roth, Managing Editor, C@LL CENTER CRM Solutions
It may seem ridiculous, in the midst of summer, to talk about Christmas. Holiday picnics and beach vacations may seem more appropriate. But in the heart of every e-tailer, fear is lurking...or so it should be. 

People, Processes And Technology:
Eight Tips For Web-Enabling Your Call Center

By Scott MacPhee, Hewlett-Packard
These days, it seems almost anything can be done on the Internet. From buying groceries to purchasing a new car, from selecting health insurance or getting medical advice to listening to the latest music, it's all available at the click of a mouse. Companies across all fields now offer their products or services online. But what happens when something goes wrong and the user (customer) cannot "connect" to the electronic storefront? The author offers some tips to help you avoid making the most common mistakes when Web-enabling your company's call center.

The New Economy Demands Web-Enabled Call Centers (Sidebar)
By Norman Guadagno, Primus
As companies embrace the Internet, they are finding that the old customer relationship management (CRM) model is no longer doing the trick. Why? For one thing, it is too slow. The birth of "Internet time" has seen to that. Traditional phone-based CRM programs tend to rely on separate customer touch-points for marketing, sales and support, making timely communication with customers nearly impossible.

E-Sales -- E-Service.com News

Building The Perfect Call Center
Workforce Management Software:
A Mission-Critical Call Center Component

By Jim Hogan, Pipkins, Inc.
As call centers become more technically complex and agents become more specialized, staffing becomes an increasingly critical issue. Having too few agents available drives away customers, while having too many agents is costly for the company. Additionally, today's tight employment market makes retaining skilled agents a top priority. These trends have made selecting the right workforce management software program more important than ever -- in fact, it's mission-critical.

Best Of Show
Communications Solutions� EXPO Spring 2000 Best Of Show Awards
Communications Solutions� EXPO, sponsored by TMC's Communications SOLUTIONS�, INTERNET TELEPHONY� and C@LL CENTER CRM Solutions� magazines, is pleased to announce its Best Of Show awards for outstanding products and services demonstrated at the Spring 2000 show in Washington, D.C.

July 2000 C@ll Center CRM Solutions Magazine

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

Letters To The Editor

TMC LABS
TMC� Labs Review So you're building a new call center and you're making a list of communications paraphernalia that you will need to adequately support your call center's technological needs. If you're in the call center market, you already know this list must include a PBX, ACD, predictive dialer, IVR, auto-attendant and a contact or CRM database. You could buy separate products that perform each of these functions or you could check out D�cisif's Focus CT Suite. The technology editors of TMC� Labs recently examined this product and have drawn up a full report for our readers.







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