Contact Center Knowledge
Management — New
Relevance And Best Practices For Today’s Business Environment
By Amit Kotwal, eGain Communications Corp.
While organizations can benefit from front- and back-end systems
integration, understanding the challenges involved goes a long way toward
maximizing those benefits.
Five Steps To Successful
Knowledge Management In Your Service Center
By Daniel Mason, NextPage
Knowledge management — like so many other popular industry buzzwords —
has certainly suffered from its share of hype and misrepresentation.
Resources To Drive Customer Value (Sidebar)
By John Chmaj, Kanisa Inc.
Since the very nature of support and service business is knowledge
transfer to customers, knowledge management is an area of core competency
required to drive customer value and internal efficiency.
CALL CENTER/CRM MANAGEMENT SCOPE
I Run A
Contact Center. I Need Wallboards, Right?
By Chris Capo, Spectrum Corp.
For most people, it would be ludicrous to even think of running a contact
center without wallboards hung strategically about the center.
IP CONTACT CENTERS
IP: Hitting Home Runs In The Contact Center
By Bob Gilbert, Avaya
In the past, the investment in wide area networks (WANs) was beyond the
reach of most small- and medium-sized businesses. Now the IP Protocol
standard is facilitating the creation of virtual worldwide networks at a
fraction of the cost of a private WAN.
CUTTING EDGE TECHNOLOGIES FOR THE
IVR: The Hidden Costs Of Pushing High-Value Customers Through Self-Service
By Lois Brown, Austin Logistics Inc.
“Your call will be answered in the order received.” Yeah…right.
Stubborn Things (Sidebar)
By David R. Butcher, Assistant Editor, Customer Inter@ction Solutions®
Conversagent (called Active Buddy until eight months ago), a
conversational software solutions provider, enables companies to deploy
natural language applications to solve problems that occur in businesses.
Service Into A Conduit For Sales And Marketing
By Geoff Sherman, Quaero Corp.
One of the often overlooked factors of a change in business strategy is
having the right information available to guide decisions.
Main News section
The Acronyms? Customer Inter@ction Solutions® Presents “The Standards:
Managing By The Numbers
Call Processing System
(CPS) from SER Solutions, Inc.
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