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CIS February 2006
CIS February 2006

INNOVATIVE IDEAS FROM THE CONTACT CENTER EXPERTS
A Special Editorial Series Sponsored By InfoCision Management Corp.

Customer Care: How To Build Relationships That Last A Lifetime
By InfoCision Management Corp.

Building Your Customer Relationships With Good Agents
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions

CUSTOMER RELATIONSHIP MANAGEMENT

Driving Value from Every Online Customer Interaction: The Power Of Intent-Driven Personalization
By Tina Miteko, InQuira
As more people become accustomed to using the Internet, they demand that companies provide increasingly capable Web self-service options. Once upon a time, navigation was the primary method for uncovering information. Today, search has become just as critical a component to an effective online sales, marketing and customer support strategy.

OUTSOURCING

13th Annual MVP Quality Award Winners
This is the thirteenth year Customer Inter@ction Solutions' has brought you the winners of its MVP (Marketing Via Phone) Quality Awards. In the ensuing years since we introduced the awards in 1993, we have been impressed by the growing sophistication of the quality measures that have been introduced to the contact center by the leading-edge companies that apply for our MVP Quality Award.

WORKFORCE OPTIMIZATION

Ideas At Work: An Excerpt
By Bob Furniss, Touchpoint Associates; and Scott O. Thomas, Tamer Partners Corp.
Bob Furniss and Scott Thomas share chapters from their new book 'Ideas at Work,' providing perspectives on improving the frontlines of call centers. Having both started as online agents who made their way through various levels of management, they offer solutions to real problems based on real experience.

MANAGEMENT SCOPE

The 2005 Customer Inter@ction Solutions Product Of The Year Awards
Each year, Customer Inter@ction Solutions' magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. Listed here are products and services that we've judged to have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them.

THE BOARDROOM REPORT

West Interactive: Maximize The Value Of Every Customer Interaction
For this installment of The Boardroom Report, Technology Marketing Corp. founder/chairman/CEO Nadji Tehrani spoke with Todd Strubbe, President of West Interactive Corporation and West Direct, Inc., subsidiaries of West Corporation.

PUBLISHER'S OUTLOOK

By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.

The Crystal Ball
A Great Vision For The Contact Center Industry!
Congratulations To This Year's MVP (Marketing Via Phone) Quality Award Winners

HIGH PRIORITY!

This Commentary On Outages Was Interrupted... By An Outage
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.

SPEECH-WORLD

Speech-World News & Definitions


 Publisher's Outlook
 High Priority!
 Boardroom Report
 CIS News
 Last Call


TMC Labs Reviews

Visit The TMC Labs Page

Go to TMCnet.com for the latest communications technology news

A Victory For The Home Agent Business Model
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
Virtual call centers allow companies to hire individuals who would not normally be inclined to take a call center job for a number of reasons: handicaps, geographical isolation, a lack of transportation or juggling schedules with young children or elderly parents are some of the most common reasons.

InStat: 55 Million VoIPers by 2009
By David Sims, TMCnet CRM Alert Columnist
Despite an impressive 62 percent year-over-year subscriber growth rate in 2005, InStat officials say, 'few consumers have ever heard of the term 'VoIP.'' In other words, considerable room for market growth here, friends.

BPOs: U.S. Accent Not Required Anymore
TMCnet News
For the call centers in India, it's no longer about being American. Despite the rising number of voice-based business process outsourcing (BPO) companies, the initial enthusiasm for training employees in American, British and European accents seems to have died down.

Eroding Privacy
By Rich Tehrani, VOIP Blog
There is the assumption of anonymity on the Internet. When you surf alone in a room you might be inclined to think no one knows what you do or what sites you visit.

 
 
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