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CUSTOMER RELATIONSHIP MANAGEMENT
Mobile CRM Blends Sales And Service Roles For Greater Competitive Advantage
By Darc Dencker-Rasmussen, SAP AG
Companies are looking for new ways to remodel their organizations for productivity gains — particularly by blurring the lines between sales and service roles. By extending the use of CRM applications to the edge of the enterprise via mobile devices, organizations can creatively expand their workforces.
INNOVATIVE IDEAS FROM NEXT-GEN CONTACT CENTER EXPERTS
A Special Editorial Series Sponsored By Telephony@Work
IP Contact Center Technology: Eliminating The Risks (Part IX)
By Eli Borodow, Telephony@Work and Kevin Hayden, TELUS Communications Inc.
The Benefits Of Blended Agents
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
OUTSOURCING TELESERVICES
Applying Inbound Techniques To Outbound In Workforce Management
By Nathan Stearns, IEX Corp.
The trend toward virtually sharing campaign lists and skills-based routing in the outbound center is leading to greater awareness of the potential for improved multisite and multiskill blended environments.
The Missing Link In Customer Contact Solutions
By Bill Hunt, Stroudwater Contact Point
The Teleservices Industry Steps Up For The Gulf Coast
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
The mighty teleservices industry often takes a beating in the mainstream press. What few people in the general public ever realize is the enormity of the contributions this magnanimous industry regularly offers in times of crisis and need.
Who’s Who In Teleservices
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 Who’s Who listing.
CONTACT CENTER TECHNOLOGY
Does Your Contact Center Have A Business Continuity Plan?
By Catherine McNair, Avaya
Recent events have highlighted the fact that every business should have plans in place to guide people through the chaos, toward recovery.
MANAGEMENT SCOPE
Cultivating Data Security: What’s Real, What’s Tail-Chasing
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
The recent string of data breaches has drawn strong responses from both parties in Congress, though thus far there is little evidence that the many bills that have been drawn up are progressing to where they need to be: laws. As of the writing of this article, there were 22 bills dealing either directly or indirectly with identify theft sitting in Congress.
A Discussion With Vin Gupta, Chairman And CEO Of infoUSA
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
TMC LABS
TMC™ Labs Innovation Awards, Part I
The TMC™ Labs Innovation Awards were created to honor products that help carve a new market niche or start a new trend. The award also recognizes products that stand apart from their competitors due to one or more unique and innovative features.
SPEECH-WORLD
Speech-World News & Definitions
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