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DEPARTMENTS

Publisher’s Outlook
Award Winning Companies Continue To Grow When They Conduct Award Marketing
By Nadji Tehrani, Executive Group Publisher,
Technology Marketing Corp.

As the industries’ preeminent and pioneering publication since 1982, it has always been the responsibility of this publication to recognize outstanding performances by the valued vendors of technology, solutions and teleservices for the contact center, CRM and the business community.

High Priority!
Another Hat In The CRM Ring
By Rich Tehrani, Group Editor-in-Chief,
Technology Marketing Corp.

The world of software is succumbing to a few forces which seem to be operating in stark contrast to one another. In most industries where we see consolidation, it is due to private equity reasons.

Customer Inter@ction News™

CallCenterComics.com
By Ozzie Fonesca



Computer Systems Do Not Substitute For Leadership In The
Call Center

By Susan J. Campbell, TMCnet Contributing Editor
Computers and the technology that they make accessible in the contact center have greatly impacted the level of information, functionality and service that can be delivered to the customer. Read the full article at
www.tmcnet.com/446.1

Study Examines the State Of The North American Contact Industry: Part I
By Susan J. Campbell, TMCnet Contributing Editor
The North American contact center industry is vast, with 56,900 centers in the U.S. and  3,950 in Canada. These centers also provide significant job opportunities for the communities in which they are located.
Read the full article at www.tmcnet.com/447.1

VendorGuru.com Helps Better Customer Interactions In The
Call Center

By Stefania Viscusi, TMCnet Assistant Editor
n a bid to help companies further reduce customer frustration and defection, VendorGuru.com has announced the release of a new customizable search database that targets CRM and telephony resources.
Read the full article at www.tmcnet.com/448.1


Last Call

Clicks-And-Mortars: Doubly Dismal Customer Service
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
Though the estimates vary, most sources have called this online holiday shopping season somewhere in the range of $25 billion, and most
agree that the growth rate over last year was about 25 percent.


CRM
When 'Getting Human' Isn't Enough
Using Testing And Monitoring To Ensure The Quality Of Contact Center Applications

Michelle Goodall Faulkner, Empirix Inc.
As the industries' preeminent and pioneering publication since 1982, it has always been the responsibility of this publication to recognize outstanding performances by the valued vendors of technology, solutions and teleservices for the contact center, CRM and the business community.

OUTSOURCING TELESERVICES
Fourteenth Annual MVP (Marketing Via Phone) Quality Award Winners
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
This is the fourteenth 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

The Elusive Work-Life Balance: Five Steps To Achieving Harmony With Workforce Management
By Tracey Hawkins, GMT
The familiar terms “flexible working” and “work-life balance” hold different meanings for different people. For an employer, flexibility often means a way to ensure staff availability at the right times to meet customer demand. To the employee, flexibility usually means freedom to pursue outside interests, whether leisurely pursuits or family commitments, and to schedule work around these activities.

MANAGEMENT SCOPE

Achieving Successful Sales In The Call Center
By Susan J. Campbell, TMCnet Contributing Editor
As call centers have experienced increased pressures from managers to reduce costs and regulations have forced them to constrict calling activities, the demand for revamping processes has grown. As a result, many centers have focused on sales to deliver better customer experiences and help drive organizational revenues to offset the cost of the center.

CONTACT CENTER TECHNOLOGY
The 2006 Customer Inter@ction Solutions Product Of The Year Awards, Part Two
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
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.

Leveraging Analytic Solutions To Improve Insight, Performance And Customer Experiences
By David Pennington, Envision
Customers today are empowered. They demand more from the companies with which they engage. Companies are faced with the increasing complexity of customer interactions, managing the growing repositories of data stored across their organization, and the need to provide consistent, legendary customer experiences again and again.

Want to the learn more about call centers and CRM? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the contact center industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders who, in turn, receive qualified sales leads from interested parties. Visit www.tmcnet.com/tmc/whitepapers.


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