CUSTOMER RELATIONSHIP MANAGEMENT
Self-Service: The Secret To
Champagne Customer Service On A Beer Budget
By Christine J. Holley, Interactive Intelligence Inc.
In a world where products are ubiquitous, excellent customer service has
become the distinguishing factor among competing companies. Self-service
technologies promise reduced costs, increased efficiencies and increased
customer loyalties.
CRM Without
Breaking The Bank [Sidebar]
By Jill Scannell, eStrategy3, LLC
Over time, it has become evident that technology and cost are not the
barriers to implementation, but a lack of leadership and discipline on the
part of end user companies to analyze and apply processes behind these
systems.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
The Seventeenth-Annual Top 50 Outbound
Teleservices Agencies Rankings
Customer Inter@ction Solutions presents its exclusive ranking of the
largest outbound teleservices agencies.
CALL CENTER/CRM MANAGEMENT SCOPE
Ergonomics For Call Centers
By Daniel Eisman, HealthyComputing.com
Securing your call center against computer-related hazards should be a
primary concern. The cost of even a single claim can far exceed the price
of ergonomic enhancements for an entire call center.
Maximizing Human
Capital Through Call Center Ergonomics
[Sidebar]
By Woody Dwyer, Humantech
Workstations are only one part of the ergonomics equation; a solid
ergonomics process has been the key factor behind the success of many call
centers. A successful ergonomics process is a combination six components.
E-SALES -- E-SERVICE.COM
One Size
Does Not Fit All: Targeting Your Contact Center Services For Better ROI
By Brad Wilson, E.piphany
New technologies in customer relationship management (CRM) and converged
networking can move call centers from one-size-fits-all customer
service to targeted one-to-one service. This delivers value by improving
customer satisfaction and boosting revenue.
HOW TO BUY PRODUCTS AND SERVICES
Knowledge
Management And Database Technologies Roundup
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TMC LABS
This month, the technology editors of TMC
Labs review Connected Corporations Connected TLM
v. 6.1 and a medley of headsets from GN Netcom
and Plantronics.
COMMUNICATIONS SOLUTIONS
Harmony, Or
Discord?
By Chris Donner, Contributing Editor
The author examines the recent purchase of CellIT by Davox (and the
formation of Concerto) and contemplates the state of service as the
industry moves to next-generation contact centers.
VoIP In The Call
Center: A Guide To Call Quality And SLA Metrics
By Bob Massad, Telchemy
Given the move to VoIP, how do we ensure that it is successful? That is,
how do we ensure that the quality is on par with the PSTN and that the
service expected (and paid for) is the service delivered?
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