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CUSTOMER INTER@CTION Solutions

October 2002
CUSTOMER RELATIONSHIP MANAGEMENT
Live From The Contact Center: Balancing Self-Service And The Human Touch
By Markus Zirn
The author invites readers to share a Sunday morning reflection on todays contact center and how to mix the proper amounts of self-service and human intervention.

Keeping Customers Happy: Mixing E-Service And Live Help
By Sean Forbes, RightNow Technologies
When e-service and human touch properly integrate, the resulting synergies create even higher levels of customer satisfaction while maximizing the business value realized from dollars spent on both e-service technologies and call center personnel.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Teleservices Agencies Whos Who
Once again, the editors of Customer Inter@ction Solutions have compiled what is one of our top five most popular and requested resources: the annual Teleservices Agencies Whos Who listing.

CALL CENTER/CRM 
MANAGEMENT SCOPE
Remote Agents: A New Force 
For The Call Center

By Tim Houlne, Working Solutions
Running todays competitive call centers demands juggling a multitude of challenges simultaneously, while still searching for ways to reduce costs and improve the customer experience. Remote agents may be the answer.

E-SALES -- E-SERVICE
Blueprint For An Enterprise E-Learning Architecture
By Rick Crowley, Cisco Systems Inc.
Traditional instructor-led training cannot scale to meet new learning challenges. E-learning, defined as Internet-enabled or Internet-enhanced learning, provides the tools to help companies tackle learning challenges and make continual, lifelong learning a reality.

HOW TO BUY PRODUCTS AND SERVICES
Monitoring The Pulse Of Performance An Enterprise Initiative
By Mariann McDonagh and Wynne Wilder, Verint Systems Inc.
Your recording solution should manage risk and compliance, but it should also equip your business to measure and modify performance companywide.

Getting More From A Recording Or Monitoring System (Sidebar)
By Peter Cassell, HigherGround Inc.
By integrating all available contact center data into a database, you can get a comprehensive view of your contact center performance.

Logging And Monitoring  Roundup
Customer Inter@ction Solutions editors provide you with a guide to logging and monitoring providers.

 

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   Technology Highlights

   RE: Locations

   The Purdue Page

 

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