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

June 2001
CUSTOMER RELATIONSHIP MANAGEMENT
The Front And Back Office: Connecting The Customer Dots
By Patrick J. Smith, YellowBrick Solutions, Inc.
The contact center is the central point of eCRM. Ironically, the build-out of online channels has been largely conducted independent of the contact center, leaving these digital channels out of sync.

E-SALES -- E-SERVICE.COM
Spanish Dresses
By Erik Lounsbury, Editorial Director, Customer Inter@ction Solutions'
After a recent trip to Spain, Erik Lounsbury mulls over the fact that while old-fashioned storefront displays may work for tiny shops, for most businesses, such a passive display is hardly the way to increase sales figures.

E-Sales -- E-Service.com News

Is There A Better Solution
To Online Security?

By Jon Matonis, Hush Communications
The biggest challenge to the continued growth of the e-commerce market is the competitive necessity for instant information contrasted with the equal necessity for privacy and confidentiality. The author outlines a new idea for secure electronic communications.

OUTSOURCING
Teleservices Agencies Who's Who Directory

Customer Inter@ction Solutions' has once again compiled the most comprehensive listing of teleservices agencies ever to appear in print. If you've made the decision to take on an outsourcing partner for your telephone or Web-based customer service, this is the place to start.

Selecting The Right Service Agency To Handle Your Customer Care Needs (Sidebar)
By Ron Abel, Telerx
Combine ever-changing technology with a more knowledgeable and demanding customer base, and it's easy to understand why you need to learn more about outsourcing.

INNOVATIVE MANAGEMENT INFORMATION
Take Your Agents To The Net
By Jill Leigh, Initiatives Three Inc.
A common mistake is to assume you can replicate telephone service practices and people for the online medium. In fact, there are significant differences between the two, and the way you handle these differences can make or break your support center.

PRODUCTS & SERVICES SELECTION GUIDE
Support Technologies Roundup
The editors of Customer Inter@ction Solutions' invite you to peruse our list of vendors of help desk and support technologies that hold the key to keeping your service infrastructure vigorous and your competitors envious.

June CIS

DEPARTMENTS
Publisher's Outlook

Letters To The Editor

High Priority!

Technology Highlights

Customer Inter@ction News

TMC Labs Review
This month, the engineers of TMC' Labs explore White Pajama, a hosted service that combines multimedia customer interaction features with CRM capabilities into a single service, requiring no onsite installation or related costs.


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