CUSTOMER RELATIONSHIP MANAGEMENT
Second-Annual
CRM Excellence Awards
The editors of Customer
Inter@ction Solutions' recently challenged companies
that provide customer relationship management products
and services to show how they are leading the pack in
developing software and programs that measurably make
customers' lives easier and their interactions with
companies more pleasant. Here are the winners.
E-SALES -- E-SERVICE.COM
Mobility
And Evolving Contact Centers
By Erik Lounsbury,
Editorial Director, Customer Inter@ction
Solutions'
The author
shares the highlights of his recent conversation with
Andy Mattes, Member of the Group Board, Siemens
Information and Communication Networks, to discuss
topics such as IP applications, the increase in
customer interactions as a result of e-commerce and
how corporate GSM will cut down on the number of
devices and phone numbers one must have.
E-Sales
-- E-Service.com News
CRM
And The Customer-Driven Demand Chain
By Stephanie Langenfeld,
E.piphany
Why the urgency for a
customer-driven demand chain? The main impetus is the
growing complexity of the marketing, sales and
customer service environment.
The
Case For Internet Data Interchange (IDI) (Sidebar)
By Peter J. Weyman
Is modern
business, for all its investment in information
technology, doomed to deal with the inaccuracies and
vagaries of business documents forever?
OUTSOURCING
Customer Care,
Internet Style
By Randy Mysliviec,
Convergys
To take increased
advantage of Web-based customer service, companies are
looking at their contact center operations and
determining how to transition to an IP-enabled contact
center.
INNOVATIVE MANAGEMENT INFORMATION
e-Darwinism:
The Evolution Of The Virtual Contact Center
By Bryant Downey,
Cintech Solutions
Sometime about 65 million
years ago, it is theorized that a giant meteor crashed
into the earth and changed the planet almost
overnight. It is believed that this one-time event
altered the world dramatically, making it possible for
mammals to flourish. Today, we stand at a similarly
bright point in the evolution of business
communications.
Transform
Your Call Center Using Remote Home Agents
By Alpesh Fadia, Accenture
Simply put,
using remote home agents is a progressive approach
that provides the flexibility in the work schedule of
top-line contact center personnel, resulting in higher
employee morale and increased productivity.
PRODUCTS & SERVICES SELECTION GUIDE
Logging And Monitoring Roundup
Logging and
monitoring solutions enable businesses to collect
important customer data and manage both the
performance and quality of service provided by contact
centers, identifying trends in volume, agent
performance, team performance and quality of
interactions.
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DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
Customer
Inter@ction News
Re: Locations
TMC Labs Review
This month, the engineers
of TMC' Labs do double-duty and examine both StarTrainer
3.0 from Simtrex Corporation and Broadbase
E-Service Suite from Broadbase Software, Inc.
Their findings are presented herein.
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