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

March 2002
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

March 2002

DEPARTMENTS
   Publisher's Outlook

   Technology Highlights

   The Purdue Page

   RE:Locations

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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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