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CUSTOMER INTERACTION Solutions

February 2005

INNOVATIVE IDEAS FROM THE TELESERVICES EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY WEST CORPORATION
Personal Preference: Live Agent or Virtual Agent?
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®

Reduce Cost Per Order Without Sacrificing Service With "Interactive Agent"
By West Corporation

CUSTOMER RELATIONSHIP MANAGEMENT
Want Loyal Customers? Don't Stop at Satisfaction
By Todd Beck, AchieveGlobal

New Rules for Better Customer Relationships
By Alan Trefler, Pegasystems

Pay Attention to Customer Experiences
By Syed Hasan, ResponseTek Networks

Six Sigma Awareness - Let's Rejuvenate
By Roger Lee, etalk

OUTSOURCING TELESERVICES
12th Annual MVP (Marketing Via Phone) Quality Award Winners (PDF file)
By Tim Searcy, American Teleservices Association

CONTACT CENTER TECHNOLOGY
Beyond Search Engine Marketing - Increasing Post-Click Conversion Rates With Intelligent Search
By Jason Hekl, InQuira

MANAGEMENT SCOPE
12 Secrets to Finding the Right Workforce Management System

INNOVATIVE IDEAS FROM THE NEXT-GEN CONTACT CENTER EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY TELEPHONY@WORK
IP Contact Center Technology: What You Need to Know (Part I) Multisite Contact Center Technology Centralization: Eliminating the Risks
By Eli Borodow, Telephony@Work and Kevin Hayden, TELUS Communications Inc.

Overcoming "We've Always Done It This Way" Syndrome
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®

Customer Interaction Solutions February 2005

DEPARTMENTS
Publisher's Outlook

High Priority!

TMC LABS
TMC Labs Reviews:

Salesforce.com Winter '05 Edition

Speech-World: News and Feature Articles (PDF)

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