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.
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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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