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PUBLISHER'S OUTLOOK
25 Years of Moving CRM And Contact Centers Forward
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.
In Just 25 Years, We Went From Non-Existence To A Proud Industry That Laid The Foundation For Every Corporation In America And Around The Globe.
HIGH PRIORITY!
Call Centers Are Changing Lives
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
I grew up in the call center business, and couldn’t be more proud of that fact. Over the years, call centers have been used for admirable activities such as coordinating life-saving organ transplants, blood drives and fundraising for virtually all the top charities..
SPECIAL FOCUS
Lifetime Achievement Awards For The Call Center Industry
Customer Inter@ction Solutions magazine, in the spirit of celebrating our 25th Anniversary, has been proud to designate a special group of individuals and companies as recipients of our “Lifetime Achievement Award.” In this issue, we present the second part of the Lifetime Achievement Award winners. (Part One appeared in our May 2006 issue.)
The Call Center And Teleservices Event Of The Year Celebrates The Last Quarter Century
Most industries have their big event nights...their “Academy Awards” for industry luminaries. On May 4th, TMC and Customer Inter@ction Solutions magazine had the pleasure of hosting a black-tie, red-carpet awards event that paid tribute to a group of the brightest and best knownlegends of the call center and teleservices industries in addition to celebrating 25 years of call center industry leadership by Customer Inter@ction Solutions magazine.
Highlights Of The Customer Interaction Solutions' 25th Anniversary Event
During the special night of May 4, 2006, at Customer Inter@ction Solutions’ 25th anniversary celebration, the honorees of the Lifetime Achievement Awards offered many wonderful comments about their experiences in the industry. Here, we’ve reproduced the highlights of the evening’s acceptance speeches. Congratulations to all the winners.
CUSTOMER RELATIONSHIP MANAGEMENT
The Seventh Annual CRM Excellence Awards, Part II
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.)
INNOVATE SOLUTIONS FROM THE EXPERTS
Major Trends Facing The Contact Center From The Workforce Optimization Experts A Special Editorial Series Sponsored by Voice Print, Pipkins and Syntora
One Step At A Time: How World Class Contact Centers Are Achieving
Their Workforce Optimization Goals
By Bob Webb, Pipkins, Inc.
Overcoming The Old Headache of Integration
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
WORKFORCE OPTIMIZATION
Using E-learning In The Call Center
By Melanie Stoll, Adobe Systems
The primary culprits in the customer service crisis are overly complex and insufficient agent training. Agents must cope with a wide, ever-changing variety of technical products as well as incredibly complex systems that manage customer data. Nowadays, it takes longer to get things done, especially if agents have not received adequate training on navigation of the call center’s systems.
Things to Consider When Buying A Workforce Management Solution
By Bill Durr, Principal Solutions Consultant, Witness Systems, Inc.
As the role of the contact center within the enterprise continues to expand, workforce management (WFM) has emerged as one cornerstone in an overall optimization strategy. As a result, WFM solutions and other contact center software applications are undergoing unprecedented and accelerated changes. This leaves administrators with the challenge of finding the right blends of technologies to meet the specific needs of their organizations.
CONTACT CENTER TECHNOLOGY
Twenty-Five Years of Call Center Innovations: A Retrospective
When we began discussing this special 25th anniversary issue of Customer Inter@ction Solutions magazine, we knew we needed a retrospective: a sort of historical technological overview of this great industry, written by those individuals most closely involved with the development of the technologies that have made the call center industry what it is today. We turned to Aspect Software.
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