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CUSTOMER INTER@CTION Solutions

June 2003
CUSTOMER RELATIONSHIP MANAGEMENT
Customer Inter@ction Solutions' Magazine's Fourth-Annual CRM Excellence Awards
(Part I)

For the fourth 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. Read on to find out which companies have what it takes to excel.

RE: LOCATIONS
This month, RE: Locations visits the Kansas City area, and deems it a very smart place for call centers.
By James Beatty, NCS International

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Global Outsourcing Of CRM: Techniques
And Trends

By T.J. Karklins, Avaya

Globalization is fundamentally shifting the status quo of contact center outsourcing; many firms are now considering outsourcing for the first time as not only an operational efficiency driver, but also a key globalization enabler. This trend is growing across a broad spectrum of industries.

CALL CENTER/CRM MANAGEMENT SCOPE
Headset Roundup

Sidebar: Understanding The Headset: Key Terminology
By Tobe Cohen, GN Netcom
A headset is more than meets the eye. It is actually a very sophisticated piece of technology designed to allow the user to communicate clearly, comfortably and safely. There are dramatic differences in quality and performance, depending on the headset you choose. Therefore, it is important to understand some of the key headset attributes in order to make an informed purchasing decision. Below is a short glossary of headset terms geared toward enabling the headset user to have a better understanding of the technology behind the device.

E-CRM
Voice, E-mail And The Web: The Three-Lane Highway To The Latest In Routing Technologies
By Carl Schoeneberger, Nuasis

After more than 15 years, the principal goal of contact centers remains the same ' route the right contact to the right agent at the right time. Recent trends have made that challenge much more difficult as more and more organizations find themselves operating multiple contact centers and allowing customers to reach agents through the medium of their choice: telephone, e-mail or Web. Multisite, multimedia routing, in particular, becomes a complex and costly issue.

MONTHLY FEATURES
The CEO Spotlight

June 2003

DEPARTMENTS
   Publisher's Outlook

   High Priority!

TMC LABS
The Third-Annual TMC Labs Innovation Awards

Daily Breaking News!
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