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CUSTOMER INTER@CTION Solutions

February 2003
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


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