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CIS September 2005


CUSTOMER RELATIONSHIP MANAGEMENT


Optimizing The Inbound Phone Channel To Better Reach Your Customers
By Dave Holsinger, Apptera
Chances are your company views customer interactions with your inbound phone channel as a matter of reducing pain, rather than increasing gain. Inbound call centers can be expensive to maintain, and automation is often applied as a 'Band-Aid' to keep certain crucial transactions under control, including call routing and basic customer information requests.

Integration: The Recipe For Success
By Jonathan Tang, Salesnet
Many companies are striving for a 360-degree view of their customers, a critical capability if an organization is going to effectively manage these relationships and achieve its goals. The problem is that this view is not easily achieved because, in most cases, it is fragmented across multiple applications and databases from different departments within the organization.

Celebrating Customer Service Week

By David R. Butcher, Assistant Editor, Customer Inter@ction Solutions
Customer Service Week was officially recognized by the United States Congress as a nationwide celebration in 1992. It is held each year during the first week in October, taking place this year Oct. 3-7.

SPECIAL FOCUS

Convergys: From Outsource Provider To Global Full-Service Outsourced Solutions Provider
By Glenn J. Kalinoski, Executive Editor, Customer Inter@ction Solutions
Convergys President Jack Freker has a clear message for those in the call center industry who believe offshoring will solve every problem.

INNOVATIVE IDEAS FROM NEXT-GEN CONTACT CENTER EXPERTS:
A Special Editorial Series Sponsored By Telephony@Work

IP Contact Center Technology: Eliminating The Risks (Part VIII)

By Eli Borodow, Telephony@Work, Mike Betzer, Siebel Systems and Kevin Hayden, TELUS Communications Inc.

Customer Loyalty: An Unscientific Experiment
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions

INNOVATIVE IDEAS FROM MULTIMEDIA CONTACT CENTER EXPERTS:
A Special Editorial Series Sponsored By Interactive Intelligence

Optimizing Agents In An E-Services Environment: As Online Services Gain Momentum, Agents Play A More Critical Role Than Ever

By Peggy Gritt, Interactive Intelligence

Customer Service, Buffet-Style
By David R. Butcher, Assistant Editor, Customer Inter@ction Solutions

CONTACT CENTER TECHNOLOGY

Speaking Softly In Your Ear: The Annual Headset Roundup
By David R. Butcher, Assistant Editor, Customer Inter@ction Solutions
Headsets, like other considered 'trivialities' in the call center and enterprise business, are so very important but so often overlooked in their importance. Sifting through the available options to find the headsets that best fit your company is a difficult but necessary matter.

MANAGEMENT SCOPE:

Profile For Success: What Makes A Good Call Center Agent?
By Luke McNally, Select International's Contact Center Division
For everyone in call center management who regularly has the opportunity to walk the floor and scan the rows of faces, you have no doubt pondered the questions at the heart of employee retention: Why do certain call center agents excel in this environment while others fail?

OUTSOURCING TELESERVICES:

Keeping Pace With Corporate Strategies: Taking Your Customer Care Global
By Amy S. Abrams, Telerx
As a customer care professional, you're not only charged with delivering best-in-class service domestically, you're now responsible for globalizing your customer care operation. Where do you begin?

INNOVATIVE IDEAS FROM THE TELESERVICES EXPERTS:
A Special Editorial Series Sponsored By West Corporation

Hosted Virtual ACD: Get More From Your Contact Center Without A Large Technology Investment

By West Corporation

Hosted Delivery, The "Car Leasing" Of The Technology World

By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions

OUTSOURCING TELESERVICES:

Keeping Pace With Corporate Strategies: Taking Your Customer Care Global
By Amy S. Abrams, Telerx
As a customer care professional, you're not only charged with delivering best-in-class service domestically, you're now responsible for globalizing your customer care operation. Where do you begin?

SPEECH-WORLD

Speech-World News & Definitions


 Publisher's Outlook
 High Priority!
 Executive Spotlight Telus
 Executive Spotlight Verint
 Technology Highlights
 Customer Inter@ction  News
 Last Call
 The Boardroom Report



TMC Labs Reviews:

TMC Labs Review


Go to TMCnet.com for the latest communications technology news

German Efficiency In Workforce Managements
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
German call center software company InVision Software has announced that it will shortly introduce its Multi-Activity Scheduling solution. It's a workforce management solution...

E-Commerce, Messaging And Customer Assistance: Customer Messaging Is Not Your Father's Voice Mailbox!
By Art Rosenberg, The Unified-View
Business communications cover three flavors of person-to-person contacts ' intra-enterprise, inter-enterprise and, most sensitive for enterprise revenues, customer contacts. In all three areas, the telephone and the Public Switched Telephone Network (PSTN) have been...

VoIP: The Most Logical Parenting Tool To Monitor Children
By Rich Tehrani, TMCnet Technology Analysis Columnist
Motorola chairman Edward Zander recently announced that Motorola will release a new cell phone allowing parents to monitor children's whereabouts as well as offering filtering software. I got to thinking that this makes a good deal of sense...

Career Path Track Keeps Call Center Employees
By David Sims, TMCnet CRM Alert Columnist
It's a truism that high turnover is a call center's biggest headache: reach a paw into the river of statistics and smack out as many as you please...


The Concerto/Aspect Entity's Decision To Retain The Aspect Name
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
I frequently run into call center managers and supervisors who treat their Aspect ACDs as a kind of religion...

 
 
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