Tap Into The Power Of Knowledge
By Warren Karlenzig, Dimension Data
To take full advantage of their intangible assets, companies are
increasingly seeking out knowledge collaboration solutions that combine
customer knowledge and widespread innovation in products and markets with
sustained improvement of core capabilities and associated business
processes, leading to the ultimate competitive advantage.
Base Management Technology (Sidebar)
By Josh Patrick, Stream International
Whether you do it yourself or decide to outsource, the value of your
knowledge base management solution will be based on three fundamental
elements: the quality of the knowledge, the systems you use to manage that
knowledge and the processes used to deliver knowledge to customers.
Service Via Knowledge Management
By Chris Derossi, ePeople, Inc.
Amidst the sizeable investments companies are making in CRM systems and
other technologies in the quest to deliver superior customer service and
support, theres some irony that shouting over the wall of the cubicle,
calling around the organization or e-mailing others for assistance is a key
component of the customer support process.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
The European Outsourcing Market Heats Up
By Kevin Wilzbach, Convergys Corporation
Since 2000, Datamonitor research indicates the market for outsourced
customer care services has grown by one-fourth as cultural resistance to the
practice eases and economic competition intensifies.
Without Getting Burned (Sidebar)
By Peter Gurney, Kinesis; and Bill Price, Driva Solutions
An increasing number of North American companies are choosing foreign
suppliers to handle at least a portion of their customer support. These
companies are motivated by a variety of factors, including coverage, cost,
quality and capacity.
CALL CENTER/CRM MANAGEMENT SCOPE
Measuring The Reality Of The
By Marlene Rosati, Eyretel Inc.
Missing from standard contact center reports is the effectiveness side
of the equation, which highlights both the customer-centric view of the
overall customer experience as well as integration of contact center
efficiency with overall corporate objectives.
The Web Experience (Sidebar)
By Oscar A. Alban, Witness Systems
While Web initiatives have historically been a function of the IT and
marketing departments, increasingly, contact centers are taking the lead in
managing the self-service revenue channel to ensure the Web serves as a
profitable, consistent service media.
E-SALES -- E-SERVICE.COM
Seeking The Complete Customer
Experience: The Web As A Marketing Tool
By Tom Detmer, Experian
Years ago, as the Internet bandwagon progressed full-steam ahead,
companies scrambled to develop a presence online. Back then, many marketers
made a costly mistake, employing inconsistent messaging between their online
and offline communications.
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LAN Telephony: A Billion-Dollar
By Brian Strachman, Cahners In-Stat
It finally happened. In 2001, the U.S. market for LAN (local area
network) telephony reached the billion-dollar range. Well, almost. The
actual number was $976 million, but given the typical margin of error
analysts work under, its close enough. Considering the current state of
the U.S. economy, and the fact that the LAN telephony market almost didnt
exist as little as three years ago, this is a remarkable feat.