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CIS March 2006
CIS March 2006

PUBLISHER'S OUTLOOK

Countdown To The 25th Anniversary(June 2006) Issue
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.

When we launched Telemarketing magazine in June of 1982, there was no such thing as telemarketing, contactcenters or a CRM industry.

HIGH PRIORITY!

Keeping Up With The Call Center
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
This past month, I have seen a plethora of call center articles in all different kinds of newspapers and magazines. Lately, I have noticed more and more call center coverage appearing in the general media. It is worth digesting some of this news, as there are some trends worth pointing out. For example, the focus on Indian call centers has increased. These stories, for a change, are not about lost jobs, but interesting aspects of Indian call center life.

THE BOARDROOM REPORT

Nuance: Using Speech Solutions To Help Our Clients Improve The Quality Of Their Customer Experience
For this installment of the Boardroom Report, Nadji Tehrani speaks with Nuance CEO Paul Ricci.

SPECIAL FOCUS

Customer Interaction Solutions Celebrates 25 Years of Excellence
For 25 years, Customer Inter@ction Solutions magazine has been the voice of the call/contact center, CRM and teleservices industries. We’ve been often imitated, but never equaled. We have watched the industry germinate, grow, mature and prosper, and we’ve been extremely instrumental in helping it do so.

CUSTOMER RELATIONSHIP MANAGEMENT

The Seventh Annual CRM Excellence Awards, Part I
By Ron Wegmann, Vertical Solutions
For the seventh consecutive year, the editors of Customer Inter@ction Solutions dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. In this issue is Part One of the winners list — the companies that offer the best and the brightest customer relationship management products and services, all to the benefit of their clients. (Part II of the list will be presented in the June 2006 issue.)

Searching For The V in CRM? Consider VCM
By Xavier Van de Lanotte, VXTConsulting, Inc.
Customer relationship management (CRM) is grabbing the attention of business leaders who wish to instill customer-centric business models. Their concern, however, is how to determine what the value of CRM is both for their organizational effectiveness as well as for their customers.

IP CONTACT CENTER

Overcoming The Hurdles Of VoIP Call Recording
By Patrick Botz, Vice Print International
There are various ways to record VoIP interactions. The right solution for your specific needs can be determined only by carefully examining the structure of your operational and IT environment, your call volume, the number of channels deployed and, of course, your reasons for recording.

WORKFORCE OPTIMIZATION

Quality Monitoring And Today's Technology
By Tony Procops and Mark Williams, ASC
Quality monitoring has come a long way in the last few years. When it first came to the forefront, effectively recording calls and basic scoring of agents was proclaimed a godsend. Today, contact centers are achieving much more.

CONTACT CENTER TECHNOLOGY

Taking Steps To Ensure CRM Data Security
By Ken Seitz, E Solutions Corporation
The data contained within a CRM application is often a company’s most critical asset, yet because of the pivotal role this information plays in day-to-day business activities, it is also often the most vulnerable to security breaches and disruptions.

SPEECH-WORLD
Speech-World News & Definitions


 Publisher's Outlook
 High Priority!
 Boardroom Report
 CIS News
 Last Call


TMC Labs Reviews

Visit The TMC Labs Page

Go to TMCnet.com for the latest communications technology news

Three Easy Steps to Improve Your Call Center Responsiveness
By TMCnet Special Guest Boni Prasanna, VP, YASU Technologies
The question is, how can you manage customized, one-of-a-kind agreements for complex products with your ever-increasing customer base? And how can you do this economically, flexibly and quickly?
http://www.tmcnet.com
/291.1

Moving The Marketing Machine
By TMCnet Special Guest Melissa Boxer
Marketing has long been the home of the creative; a place to dream up new ideas and spend large budgets, but now more than ever the pressure is on marketing to justify its spending. As an industry we are being asked to show greater accountability for the resources we control and our contribution towards corporate goals. Read the full article at www.tmcnet.com/292.1

Bangalore Businesses Broadsided By Response To Actor’s Death
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions magazine

When it comes to Bangalore, the heart of India’s Silicon Valley, visitors are often struck by the city’s high-tech and slick infrastructure, modern buildings and golf courses, not to mention the glowing logos of many of the world’s most successful high-tech companies. At first glance, many visitors say, it’s easy to forget that you are in what is still a developing nation. For many, the events of the week of April 10th, however, drove that point home with abandon. Read the full article at
www.tmcnet.com/293.1

Handling Abusive Callers In The Call Center
By Al Bredenberg, TMCnet Editorial Director
If people felt in the past they had to be polite in the face of brazen rudeness, now they say, “I don’t think I do.’” Read the full article at www.tmcnet.com/294.1

 

 
 
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