CUSTOMER
RELATIONSHIP MANAGEMENT
Earning Customer
Loyalty Through Automation
By Daniel Kastner, POPstick
Because loyalty is built by
people rather than tools, a successful loyalty campaign combines focus,
planning and technology to help an organization's people interact more
effectively with its customers.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
10th-Annual MVP (Marketing Via Phone)
Quality Awards
With the Customer Inter@ction Solutions' 2002 MVP
(Marketing Via Phone) Quality Awards, we celebrate a decade of the
continual refinement of the methods, the technologies and the human quest
for smarter, more efficient business services and communications that now
come to define the contact center.
e-CRM
Beware The Vacuum: E-mail
Management In The Age Of Multichannel Customer Service
By Ralph Breslauer, Concerto
Software
As the sheer volume of e-mail messages proliferates
and consumers become increasingly comfortable with this medium, e-mail is
undeniably a crucial tool in any comprehensive customer service
initiative. However, it is important to remember that e-mail communication
does not happen in a vacuum.
Call
Center/CRM Management Scope
Perish The
Paradox: Using Analytics To Unearth
True Intelligence In Customer Interactions
By Elan Moriah, Verint Contact Center Business Intelligence
Solutions
How do you harness contact center data to target
opportunity across your enterprise and within your customer base? With
automated enterprise analytics that capture and mine your customer
interactions for accurate, meaningful intelligence and then deliver this
intelligence directly to the people who need it.
RE: LOCATIONS
Evaluating
Albuquerque, New Mexico
By James Beatty, NCS International
Why has this tranquil, clean, culturally diverse community become a
favorite location for call centers, back-office and shared service
centers? Read on. |
DEPARTMENTS
Publisher's Outlook
High Priority!
The Purdue Page
The CEO Spotlight
Executive Roundtable
TMC LABS
This month, TMC Labs attempts to can the spam
with a big helping of Sunbelt Software's inspired product, iHateSpam.
Daily Breaking News!
Go to TMCnet.com for
the latest communications technology news |
