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CUSTOMER INTER@CTION Solutions
(formerly C@LL CENTER CRM Solutions)

March 2001
CUSTOMER RELATIONSHIP MANAGEMENT
Selecting And Buying CRM Software
By Ernie Megazzini, North Highland
The author stresses the importance of the people, process and technology integration required for a successful CRM package selection initiative.

Solving The Puzzle Of CRM Solutions (Sidebar)
By Rene White, eConvergent Inc.
One way to minimize the problems inherent in choosing a CRM solution is by looking at the present needs as well as the future growth potential of the business and constructing a CRM blueprint.

E-SALES -- E-SERVICE.COM
Transforming A Transparent Eyeball
By Erik Lounsbury, Editorial Director, Customer Inter@ction Solutions
While the author is not advocating that multimedia can bring you transcendence to the spiritual, you can move beyond the visual to the more corporal properties of multimedia.

E-Sales -- E-Service News

Meeting The Challenges Of Choice With IP Telephony
By Bennett Klein, CosmoCom Inc.
One of the most important catalysts for successfully handling new requirements in the contact center is Internet Protocol (IP). IP in the call center is increasing, thanks to a host of benefits including cost-efficiency, flexibility and the ease of a common communications platform to handle both voice and Internet calls.

OUTSOURCING
Customer Inter@ction Solutions Magazine's Sixteenth-Annual Top 50 Outbound Teleservices Agencies Ranking

INNOVATIVE MANAGEMENT INFORMATION
Closing The Contact Center Quality Loop With Customer Experience Management
By Ilan Freedman, NICE Systems
Quality monitoring to identify shortcomings and improve agent performance is only the beginning. Once you capture, evaluate and analyze agent-customer interactions, how can you truly improve the customer experience -- not just today, but every day?

PRODUCTS & SERVICES SELECTION GUIDE
Knowledge Management And Database Technologies Roundup
Without a system to effectively store, process and retrieve customer information, making sure that different departments can share and customize it, the data may as well not exist. Find out who is who on the cutting edge of database and knowledge management technologies.

March 2001 cover

DEPARTMENTS
Publisher's Outlook

High Priority!

Technology Highlights

Customer Inter@ction News

TMC Labs Review
This month, TMC Labs reviews SupportCenter from royalblue, a product which allows contact center agents to record incoming requests for support or information, create escalation points and essential 'action tracks' and hand out assignments according to skill and availability -- all while continually monitoring the status of open issues.


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