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

May 2001
CUSTOMER RELATIONSHIP MANAGEMENT
Implementing Data Mining For Better CRM
By Thomas J. Siragusa, internetQueryObject Corporation
Put simply, data mining helps you understand who your customers are by how they behave. With this information, companies can target marketing promotions to drive revenue and build market share.

E-SALES -- E-SERVICE.COM
Tap Your Web Site's Log Files To Improve CRM
By Dara Mirsky, Editorial Director, TMCnet.com
Clickstream analysis is just now gaining popularity as an excellent method to better understand your online customers. One way to mine the data from your site visitors is by analyzing your Web site's log files.

E-Sales -- E-Service.com News

Transforming Your Call Center: Living Happily Ever After In The Contact Center
By Ike Mitchell, Computer Sciences Corporation
How can you have a champagne customer care operation on a beer budget? Careful planning to capture customer care requirements, using all the features of the technology you have and spending your strategic technology investments on the right technology the first time, are the hallmarks of a successful customer care organization.

INNOVATIVE MANAGEMENT INFORMATION
Using Skills-Based Routing To The Advantage Of Your Contact Center
By Nathan Stearns, IEX
The solution to today's daunting scheduling task is to embed a simulator within the contact center's scheduling program. The new, muscular scheduling software automatically generates schedules, simulates network and ACD call routing, analyzes the results, determines changes to schedules and adjusts schedules to determine the best solution -- all without user intervention.

PRODUCTS & SERVICES SELECTION GUIDE
E-Mail Management Technologies Roundup
The editors of Customer Inter@ction Solutions have compiled a directory of companies whose products will assist you in solving all your e-mail conundrums. As the list of companies gives testimony, a diverse foundation of support exists for optimizing your present e-mail initiatives and providing scalable solutions for future needs.

May 2001 cover

DEPARTMENTS
Publisher's Outlook

Letters To The Editor

High Priority!

Technology Highlights

Customer Inter@ction News

TMC Labs Review
TMC Labs has tested two products for the benefit of readers this month. The first is Blue Pumpkin's Director Enterprise, a workforce management product. The second is Ulysses Learning's CallMentor, a general simulation training suite.


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