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CUSTOMER INTERACTION Solutions

January 2005

INNOVATIVE IDEAS FROM THE TELESERVICES EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY WEST CORPORATION
Outsourcing: Assembling Your Best Options
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®

The Benefits of a Blended Customer Contact Solution
By West Corporation

CUSTOMER RELATIONSHIP MANAGEMENT
Bolstering Customer Service Through Service Resolution Management
By Brian Kelly, KANA

INNOVATIVE IDEAS FROM THE IP CONTACT CENTER EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY FRONTRANGE SOLUTIONS, INC.
IP Contact Centers and the Agile Company
By Rich Tehrani, Group Editor-In-Chief, Technology Marketing Corporation

Build Customer Loyalty While Reducing Operational Costs
By Mike Heberling, Director of Business Development, FrontRange Solutions, Inc.

OUTSOURCING TELESERVICES
Educating the Next Generation
By Tim Searcy, American Teleservices Association

CONTACT CENTER TECHNOLOGY
Hosted CRM for the Contact Center
By Meenakshi Sharma, eGain

MANAGING BY THE NUMBERS
Reducing Staff May Cost You Money
By Penny Reynolds, The Call Center School

MANAGEMENT SCOPE
Customer Interaction Solutions®' 2004 Product of the Year Awards
(PDF)

Knowledge Management Doesn't Come in a Box
By Harold Hernandez

IP CONTACT CENTERS
Redundancy Key to High Availability Voice Services
By David Weiss, Dataprobe

Customer Interaction Solutions November 2004

DEPARTMENTS
Publisher's Outlook

High Priority!

TMC LABS
TMC Labs Reviews:

FrontRange's GoldMine 6.7

WebPosition Gold 3 Platinum

Daily Breaking News!
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