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CUSTOMER INTERACTION Solutions

November 2004

INNOVATIVE IDEAS FROM THE IP CONTACT CENTER EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY FRONTRANGE SOLUTIONS, INC.
IP: Customer Service Anytime, Anywhere, Via Any Media
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®

Voice Over IP: Control Where It Belongs — In Companies’ Hands
By Mike Heberling, FrontRange Solutions, Inc.

CUSTOMER RELATIONSHIP MANAGEMENT
What You Didn’t Know You Could Do With Your Business Data: Using Business-To- Business Predictive Modeling To Your Advantage
By Jan Rowland, Ph.D., D&B Sales and Marketing Analytics

Keys Steps And Major Challenges To Improving Customer Satisfaction
By Mark Smith, Ph.D., Quadstone

 

OUTSOURCING
The Economics Of Indian Call Center Models
By Ranjit Shastri, PSi, Inc.

CALL CENTER/CRM MANAGEMENT SCOPE
Workplace Stress Sucks $300 Billion Annually From Corporate Profits
By Ron Ball, Inroads, LLC

MANAGING BY THE NUMBERS
The Economics Of Looking For A New Call Center Home
By Penny Reynolds, The Call Center School

TECHNOLOGY HIGHLIGHTS
Chat, E-Mail And Self-Service, Unite!

By David R. Butcher

SPECIAL SPEECHWORLD FEATURE
Speech-World News and...

Latest Trends And Best Practices In Speech Applications (PDF)
By Azita Martin,TuVox

Customer Interaction Solutions November 2004

DEPARTMENTS
Publisher's Outlook

High Priority!

TMC LABS
TMC Labs Review: WebEx Support Center

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