The emergence of natural
language speech recognition (NLSR) is a major step toward fulfilling
visions we saw portrayed in popular science fiction more than 30 years
ago. More important, NLSR is becoming a useful and exciting tool for
supporting customer relationship management (CRM) applications.
Natural Language Speech Recognition: Expanding The Dimensions Of IVR
By Dr. Val Matula, Avaya
To provide you with a gauge of
teleservices companies' growth and to provide them with the recognition
they deserve for their accomplishments, C@LL CENTER CRM Solutions
magazine developed this ranking, which looks at the companies' growth in
long-distance telephone usage, as this provides a verifiable measure of
the companies' amount of telesales/teleservices.
The Fastest-Growing Teleservices Companies -- The Seventh-Annual Survey
And Ranking Of Rising Stars
Ten Common Mistakes To Avoid When
Purchasing CRM Software
By Pat Nestiuk, Saratoga Systems
Your company is losing market share. Your sales force is inefficient. Your
marketing is antiquated. Your customers are noticing. You know that an
all-inclusive view of your customers' buying patterns would enable your
company to make better business decisions, react quickly to market changes
and ultimately, increase revenue. You know your best option is a
top-of-the-line CRM software purchase. What you may not know is how to
choose from the hundreds of solutions that exist today.
Purchasing CRM Software: A Guide For Small
Now that customer relationship management (CRM) solutions are available to
all companies and not just large organizations, small and medium-sized
business owners are clamoring for the new technologies involved and the
promise they bring. However, buying CRM solutions can be extremely tricky,
as anyone who has implemented these types of systems will tell you.
And Medium-Sized Businesses (Sidebar)
By Daren Nelson, GWI Software
Ten Pitfalls To Avoid In Choosing CRM Systems
In the age of the Web-savvy customer, a new competitive weapon is
emerging. Neither product, brand or price, this new competitive weapon is
deployed at the point of customer contact. The weapon is customer
relationship management (CRM). By wielding this weapon effectively,
companies are differentiating themselves from their competition, lowering
operating costs, increasing revenues and conveying a customer-friendly
By Chris Lawrence, Davox Corporation
Awash in tidal waves of analyses that
predict explosive growth and soaring profits for e-commerce, have you
asked yourself if you really know your customers? Along with all of the
effort and attention expended on products geared for garnering customer
retention and loyalty, e-businesses need to understand how their customers
Whom Do You Trust?
By Randy Kemp, Associate Editor,
C@LL CENTER CRM Solutions
E-Sales -- E-Service.com News
Training Your Workforce For Better E-Sales And E-Service
Training your workforce to provide better
e-sales and e-service can make the difference between the success or
failure of your business. Many call centers are making the transition from
telephone calls as the primary method of customer contact to multiple
channels. Changes to Web-based customer service represent great growth
opportunities, but only if your training keeps pace.
By Marnie Feasel, ALeSys
Compensating Your Workforce For Better E-Sales
Now that your sales and services have been
transformed into e-sales and e-services, you can tackle the really tough
question: How do you motivate your employees? After all, despite the
technology, it is still people who make a business go and grow.
By Mark A. Stiffler, Synygy, Inc.
Perfect Call Center
If you want to be smart about your
business, you must be smart about your customer contact center. After all,
the customer contact center is a primary factor in customer relationship
management (CRM). One way to ensure that your customer contact center
enriches relationships with customers and positively impacts your
company's bottom line is to manage the quality and performance of your
contact center agents through effective monitoring and logging techniques.
How And Why To Buy Logging And Monitoring
By John Kaiser, e-talk Corporation
Call Center News
UniPress Software's FootPrints
This month, the
TMC� Labs technology editors review UniPress Software's product
FootPrints Version 4.3. FootPrints is a Web-based help desk solution that
primarily allows you to track all entries that come through your call
center as well as help manage your local and remote help desk staff.