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CUSTOMER INTER@CTION Solutions

November 2002
CUSTOMER RELATIONSHIP MANAGEMENT
Back In Black: Understanding 
The Financial Impact of CRM

By Doug Tanoury, Customer Interactions Consulting
A great deal of discussion is taking place regarding customer relationship management (CRM) system initiatives and their financial viability or ROI. There seems to be widespread confusion about the financial impact of these projects on revenue and operating costs.

Customer Intelligence Unsinks CRM Sunk Costs (Sidebar)
By Jeffrey Pease, Business Objects, LLC
Customer intelligence applications provide a high return in a down economy because they drive more value from CRM systems you already have.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
How To Outsource And Still Sleep At Night
By Derek Holley, eTelecare
Properly handled, an outsourcing relationship offers tremendous opportunities to add value, reduce costs and help your company focus on what it does best.

CALL CENTER/CRM 
MANAGEMENT SCOPE
Myths And Realities In 
Successful Skills-Based Routing

Robin Harris Foster, Avaya
The key to successful skills-based routing is the accurate evaluation and improvement of match rate, the rate at which a contact center is able to match a customer with an agent who can meet the customers needs and deliver the results that a company has specified.

E-SALES -- E-SERVICE
Mobile Commerce And The Contact Center
By Sameer Kazi, The Customer Group, LLC
Mobile commerce (m-commerce) can be simply defined as wireless electronic commerce. Similar to e-commerce, m-commerce constitutes a set of applications that enable financial transactions that ride atop the mobile Internet (Internet services delivered over a wireless network).

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   Technology Highlights

   RE: Locations

   The Purdue Page

 TMC LABS
This month, TMC Labs invited Envision Telephony into the lab. After a thorough review of the companys Click2Coach MultiSite Edition, our engineers report their findings.  

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


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