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CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER INTER@CTION Solutions Magazine’s
Sixth Annual CRM Excellence Awards, Part II
For the sixth 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. This month, we present Part II of the winners ' the companies that offer the best and the brightest customer relationship management products and services, all to the benefit of their clients. (Part I was featured in the June 2005 issue.)...
OUTSOURCING TELESERVICES
Calling All Cultures: Multicultural Marketing And The Contact Center
By Thomas MacDonald, TeleTech
In the United States alone, the multicultural population is nearing 100 million people, and the combined buying power of African-American, Hispanic and Asian-American markets is valued at more than $1.3 trillion. This means that the ability to reach diverse markets in culturally relevant ways will become the differentiating factor for businesses worldwide, providing new business opportunities, untapped market segments and the potential for increased profitability to companies that answer the call....
INNOVATIVE IDEAS FROM NEXT-GEN CONTACT CENTER EXPERTS:
A Special Editorial Series Sponsored By Telephony@Work
IP Contact Center Technology: Eliminating The Risks (Part VI)
By Eli Borodow, Telephony@Work and Kevin Hayden, TELUS Communications Inc.
The Pros And Cons Of Hard Phones Versus Softphones
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
CONTACT CENTER TECHNOLOGY
Managing The Customer Experience With Logging & Monitoring Solutions
By Tony Procops, ASC
During the mid-to-late 1990s, one technology executive used a title from an old Western movie to describe two types of technology companies. Challenged with rapid scientific advances, and pressured with aggressive competition, you either had to be "quick," or you would end up "dead." Similar to the gun fighters in the Old West, these firms had to quickly release state-of-the-art products or become obsolete....
SPEECH-WORLD
Speech-World News & Definitions
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Hybrid-IP In The Contact Center
By Praful Shah, VP of Corporate Development, EagleACD
Since its introduction in 1995, VoIP (Voice Over Internet Protocol) has rapidly become a mainstream technology for contact centers today. More than 50 percent of all contact centers are currently using or looking to invest in VoIP technology. Ultimately, all contact centers will move to...
Anatomy Of A Successful CRM Implementation
By Bill Donlan, Managing Officer of Adjoined's CRM Practice
Given the varied and complex needs of each organization, there are many factors that influence the success of any CRM software deployment. Based on my experience of implementing more than 90 CRM systems...
Customer Service And The Human Experience
By Rosanne D'Ausilio, Human Technologies Global Inc.
Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome. Today, these methods are...
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