SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community
 

CUSTOMER INTER@CTION Solutions

August 2004
CUSTOMER RELATIONSHIP MANAGEMENT
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.

Optimizing Knowledge 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
Voice Over 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 CONTACT CENTER
Lost In 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.

FAQs Are 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.

Turning Customer 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.

SPEECHWORLD
Main News section

Can’t Stand The Acronyms? Customer Inter@ction Solutions® Presents “The Standards: A Primer”

August 2004

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   Managing By The Numbers

TMC LABS
Call Processing System (CPS) from SER Solutions, Inc.

Daily Breaking News!
Go to TMCnet.com for the latest communications technology news

 







Technology Marketing Corporation

800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.

STAY CURRENT YOUR WAY

© 2014 Technology Marketing Corporation. All rights reserved | Privacy Policy