CUSTOMER
RELATIONSHIP MANAGEMENT
The Urge To Merge:
Integrating Front- And Back-End Systems
By Christine J. Holley, Interactive Intelligence
While organizations can benefit from front- and back-end systems
integration, understanding the challenges involved goes a long way toward
maximizing those benefits.
RE: LOCATIONS
Its Year
2002. Do You Know Where Your Call Centers Are?
By James Beatty, NCS International
James Beatty reflects on the state of call
centers and economic development agencies today.
Site Selection Whos
Who
The private and government agencies listed in our comprehensive directory
will be eager to provide you with all the information and guidance you
need when deciding on the location for your next expansion.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Teleservices Plus: Multichannel, Outsourced Customer
Relationship Management (CRM)
By Doug Palley, CyberRep.com
The evolution to Web-enabled contact centers requires the conversion of
traditional teleservices agencies focused primarily on telephone customer
service into facilities and processes capable of handling all channels of
communication, including chat, e-mail and voice over IP.
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