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CUSTOMER INTER@CTION Solutions
(Formerly C@LL CENTER CRM Solutions)

 

January 2001
ONLINE EXCLUSIVE:
Troubleshooting CRM: Taking A Cold, Hard Look
By Jay Gauthier, Berkeley Enterprise Systems
Imagine you've been tasked with choosing and deploying your company's CRM package. Jay Gauthier of Berkeley Enterprise Systems takes the reader through a familiar scenario of  the ins and outs of choosing CRM software. From preplanning, group meetings, and visiting other contact centers to finally making a decision, Jay takes a cold, hard look at troubleshooting CRM.

CUSTOMER RELATIONSHIP MANAGEMENT
Avoiding The Most Common CRM Pitfalls
By Ed Schreyer, PeopleSoft, Inc.
CRM creates an experience that shapes your customers' behavior and can build or destroy your competitive advantage. Learn how to avoid making the wrong decisions that can break your business. 

E-SALES --E-SERVICE.COM
Welcome To The 21st Century...For Real
By Tracey E. Schelmetic, Managing Editor,
CUSTOMER INTER@CTION Solutions'
As readers can no doubt tell from the cover of this magazine, we've chosen to pay tribute this month to the godfather of modern telecommunications, author Arthur C. Clarke.

A Customer Contact Odyssey (Sidebar)
By Erik Lounsbury, Editorial Director, CUSTOMER INTER@CTION Solutions'
The author takes a minute to muse about how far we have come in communications here on the cusp of the 21st century.

E-Sales --E-Service.com News

Live Interaction: What's Needed On The Web
By Larry Wasserman, LivePerson, Inc.
Real-time interaction is what customers want, especially customers who like to shop. Learn the whys and hows of this burgeoning technology.

OUTSOURCING
Dedicated Outbound Teleservices Rediscovered
By Scott Kleinknecht, Protocall Communications
Technology is forcing dedicated outbound centers to rediscover the human element in telemarketing. The author explores the benefits of this type of dedicated outbound service.

INNOVATIVE MANAGEMENT INFORMATION
CUSTOMER INTER@CTION Solutions'' Products Of The Year 2000

PRODUCTS & SERVICES SELECTION GUIDE
Inbound Routing Products Roundup
The editors of Customer Inter@ction Solutions' have compiled a tool to help readers buying or considering purchasing inbound routing products.

 

January 2001 Customer Inter@ctions Solutions Magazine

DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights

Customer Inter@ction News

TMC LABS
The technology editors of TMC' Labs offer insight into CHARTER frontline from Swallow Information Systems, Inc.

 


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