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

February 2002
CUSTOMER RELATIONSHIP MANAGEMENT
Keeping Your Existing Customers Loyal
By Naras V. Eechambadi, Quaero Corporation
The most basic way to approach the creation of a loyalty program is to put together a framework for analyzing what is best for your particular situation and implementing solutions that are appropriate for your needs and company culture.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
The Ninth-Annual MVP Quality Award Winners
Even more hotly anticipated than the Academy Awards, the MVP (Marketing Via Phone) Quality Awards are announced in this issue by the editors of Customer Inter@ction Solutions.

CALL CENTER/CRM MANAGEMENT SCOPE
From Call Center Agent To Net Rep: Web-Enabling Your Front-Line Staff
By Pamela Trickey and Penny Reynolds, The Call Center School
Many call centers are making huge investments to become Web-enabled in terms of implementing the latest in technology, but are forgetting to enable the most critical part of the operation the front-line staff.

Web-Enabling A Customer Contact Center: The Human Factor [Sidebar]
By Frank Nigro, WorldCom
An effective Web-enabled contact center integrates contact media such as phone, e-mail, chat, Web callback, online collaboration and fax. It bridges the communications gap by efficiently solving customer service issues by providing additional access and developing stronger bonds between buyer and seller.

E-SALES -- E-SERVICE.COM
Good, Bad And Close Customer Service As 2001 Ends
By Dara Mirsky, VP Online Content & Development, TMC
The author contrasts some radically opposite holiday online buying experiences.

Multichannel Customer Contact Centers: The House That Customers Built
By Anne Morrison, American Management Systems
Long captive to voice and IVR technologies, call centers are undergoing radical changes as communications companies explore ways to enhance customer relations via the Web. The result is a new-generation multichannel contact center that offers significant advantages over its predecessor.

HOW TO BUY PRODUCTS AND SERVICES
Speech Technologies Roundup

February 2002

DEPARTMENTS
Publisher's Outlook

High Priority!

Technology Highlights

Daily Breaking News!
Go to TMCnet.com for the latest communications technology news

TMC LABS
This month, the technology editors of TMC Labs offer their opinion on Yubs e-Services Suite and ObjectWorld Inc.s CallAttendant Office.

COMMUNICATIONS SOLUTIONS
Mission-Critical Call Centers
By Chris Donner, Contributing Editor, Customer Inter@ction Solutions
The author turns to some key vendors in the industrial computer space and asks their opinions on high-availability systems in the call center.


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