CRM Across The Enterprise: Integrating
By Vickie Marvich, Nortel Networks
How, in this frenetic pace of global competition and endless choice, can
companies set themselves apart? The answer lies in knowing one's customers
and anticipating their every need. The so-called "engaged business
model" allows companies to anticipate customers' needs in a
time-critical manner, and offer the information in a media-adaptive way
that suits their communication channels and available tools.
OUTSOURCING CALL CENTER AND
Speech Recognition: Making Training Match
Reality Through Simulations
By Jeff R. Carpenter, Sivox Technologies, Inc.
Every day, each of us is inundated with sales calls, brochures,
e-mail blasts and articles that all promise to cure the ills of agent
training with dramatic results. After sifting through the piles, you're
probably left with the same questions most of us are left with: What will
really help me recruit, train and retain valuable employees?
Boost Back-End Retention And Maximize
Telemarketing ROI (Sidebar)
By Mike Hoff, Access Direct
Ensuring front-end quality is the only way to prevent significant back-end
fallout, control cost per sale and maximize one's telemarketing budget.
The question is, how do you build in quality up front when constructing a
CALL CENTER/CRM MANAGEMENT SCOPE
Beyond SALT Versus VoiceXML: Coping
With The Wealth Of Standards In Speech And Multimodal Self-Service
By K. W. (Bill) Scholz, Ph.D., Unisys Corp.
This past year has seen considerable press devoted to the so-called
"conflict" between the two key standards in our industry: SALT
and VoiceXML (VXML). Claims of conflict have deluded some developers into
feeling pressure to make premature "choices" between them, while
intimidating others into inactivity as they wait for the industry to
choose the "right" one.
Oklahoma City, Oklahoma
By James Beatty, NCS International
Thanks to the Oklahoma Department of Commerce and the Greater Oklahoma
City Chamber of Commerce, James Beatty was able to visit and see firsthand
why a plethora of companies have located their contact centers in this
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