CUSTOMER RELATIONSHIP MANAGEMENT
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
By Erik Lounsbury,
Editorial Director, Customer Inter@ction
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-Service.com News
There A Better Solution
To Online Security?
By Jon Matonis, Hush
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.
Agencies Who's Who Directory
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
Selecting The Right Service Agency To Handle Your
Customer Care Needs (Sidebar)
By Ron Abel, Telerx
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
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
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.
To The Editor
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.