CUSTOMER
RELATIONSHIP MANAGEMENT
CRM Applications:
Licensed Or Hosted
Which Is Better For You?
By Aradhana Roy And Anurag Juneja, eGain
When it comes to CRM application deployments, there are primarily two
approaches: in-house licensing and using software as a hosted service.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Outsourced CRM: Keep The Strategy,
Lose The Infrastructure
By Peter Allen And Mike McMenamin, TPI, Inc.
Because the supporting CRM technologies and processes are highly complex
and usually require intricate integration and implementation of major
business applications across the enterprise, they are prime candidates for
outsourcing to third-party specialists.
Separating Myth
From Reality: Why Outsourcing Can Improve Return On Investment And Lead To
Greater Profitability (Sidebar)
By Tom Antunes, Convergys
The author takes a look at some of the more
pervasive myths about outsourcing, as well as compelling evidence against
them.
CALL CENTER/CRM
MANAGEMENT SCOPE
Customer Inter@ction
Solutions 2002
Product Of The Year Awards
Each year, Customer Inter@ction Solutions
magazine bestows its Product of the Year awards on companies that have
demonstrated excellence in technological advancement and application
refinements.
RE: Locations
Missouri: Touring Call
Centers
In Mid-America
By James Beatty, NCS International
The author shares what he discovered after touring with the Rural
MidAmerica Development Association, an organization consisting of
communities in nine counties in Northeast Missouri that have come together
to better market their area for corporate and industry expansion.
Glasgow: The
Location For A Twenty-First Century Contact Center (Sidebar)
By Tracey E. Schelmetic, Managing Editor
Customer Inter@ction Solutions self-titled roving editor-on-the-spot had the
unique experience of visiting Glasgow, Scotland, with the intent of
looking at the city as a European call center location. |
DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
The Purdue Page
TMC LABS
This month, TMCTM Labs takes a look
at Netopias eCare, a browser-based product
that facilitates real-time interaction between a companys help desk and
its customers.
Daily Breaking News!
Go to TMCnet.com for
the latest communications technology news |
