|
2001
(Online Exclusive)
|
October
2001 |
August
2001
|
With
A Little Help From The Telecom Industry
By Rich Tehrani, TMC
TMC's president offers
his admiration and thanks to those individuals and companies in our
industry that offered their expertise and services in the aftermath
of the September 11th terrorist attacks. |
Integrated
E-Learning And Quality Management
By Jackie Wiedner, NICE Systems
Contact
centers of today are adopting an e-learning
approach and adapting it to save them both time
and money. Jackie Wiedner of NICE Systems
discusses how this style of training should be
linked to a whole quality management solution. |
|
February
2001 |
Laying
The Groundwork For Successful E-Mail Management
By Chris Ceruga, Centrinity
Although e-mail handling
does not carry with it a legacy of embedded policies and procedures,
now is the best time for contact centers to establish them. Chris
Ceruga of Centrinity talks about the importance proper e-mail
management.
|
Enhancing
Online Customer Loyalty-New Tools And New Traps
By Lyn Gubser, Sideware
Just as with
their brick-and-mortar counterparts, it is imperative that
e-businesses treat their customers right, or they will go away, and
they're not likely to come back. Lyn Gubser of Sideware reports.
|
|
January
2001 |
|
Troubleshooting CRM: Taking A Cold, Hard Look
By Jay Gauthier, Berkeley Enterprise Systems
Imagine you've been tasked
with choosing and deploying your company's CRM package. Jay Gauthier
of Berkeley Enterprise Systems takes the reader through a familiar
scenario of the ins and outs of choosing CRM software. From
preplanning, group meetings, and visiting other contact centers to
finally making a decision, Jay takes a cold, hard look at
troubleshooting CRM.
|
|
2000
(Online Exclusive)
| November
2000 |
October
2000 |
|
Choosing Software-Based Phone Systems For Today's Call Center
By Carol Meier, Artisoft, Inc.
The call
center functionality available today with a software-based phone
system allows even very small call centers the flexibility and
technology options previously reserved for large call centers. Carol
Meier of Artisoft discusses the benefits and affordability of these
phone systems.
|
Customer
Experience Management: The Heartbeat Of Your Business
By Lior Abrussy, NICE Systems
In
the new Internet environment, the brand is the only asset left that
gives companies a competitive edge. However, the brand is not a tangible asset
and therefore not so easily defined. Lior Abrussy of NICE Systems
defines the customer experience management (CEM) as the critical
force behind a company's brand and a key to their future success.
|
|
July
2000
|
|
Managing
Multimedia Communications For Contact Center Success
By Jody Wacker, Apropos Technology
Today's call centers
have been replaced with contact centers or customer interaction
centers. To be successful in the fast moving "e-world,"
businesses must have a multi-channel contact center, not a
one-dimensional call center.
|
Building
An Effective Web-Based CRM Infrastructure
By Philip MacLaren, The Eastern Management Group And Ephraim
Frankel, New York University
It is apparent that
companies need to implement an effective CRM strategy in order to
survive and thrive. Which solution they implement depends on the
organization's culture and overall strategy. Regardless of the type
of solution selected, companies need to look at CRM on a lifecycle
basis, which encompasses customer acquisition through retention.
|
| August
2000
|
June
2000 |
|
Improving Customer Communications Through
E-learning
By Harvi Singh, MindLever.com
With the advent of
e-learning, or Web-based training, call centers have a new option to
help employees excel at their jobs. Companies involved with CRM are
beginning to embrace e-learning, mostly as a supplement to, rather
than a replacement for, existing training efforts. Harvi Singh of
MindLever.com reports.
|
Managing
Government's Customer Relationships
By Leif Ulstrup, American
Management Systems, Inc.
Most
governmental bodies finally understand they need to treat the people
they serve as customers, not as a guaranteed audience. CRM and the
call center are the front line tools that will be used by government
at all levels to provide these "customers" with the level
of service they have come to expect from interactions in the private
sector.
|
| May
2000 |
March
2000 |
The
Role Of Logging And Monitoring In Customer Relationship Management
By Jackie Wiedner, NICE
Systems
CRM
represents a comprehensive business strategy, of which any
particular piece of software is only a small component. Logging and
monitoring still play an integral role in multimedia contact center
management. |
Talk
About Progress: The New Sound Of Automatic Speech Recognition
By Pam Ravesi, Lernout & Hauspie
The
bewildering array of vendors offering interactive voice response (IVR)
and speech recognition applications has grown wider than ever. But
you knew that. The good news is that new technology in this rapidly
evolving market is about to narrow the field. |
|
February
2000 |
Online
CRM Solves The $6 Billion Problem
By Eric Greenberg, Millenium Teleservices LLC
Post-holiday statistics
confirm that online shopping has become a valuable alternative for
wired consumers. Yet, the rate of failed Internet commerce
transactions has skyrocketed -- reaching record levels last year.
|
The
Financial Services Modernization Act...
By Suzanne Porter-Kuchay, MarketSwitch
The Financial
Services Modernization Act (FSMA) reversed the way financial
services firms had marketed their products and services for the past
60 years. The customer contact centers will feel the greatest impact
from this Act, because they will need to make sense of the
additional sales offers coming from this increased amount of
marketing. |
| January
2000 |
|
You
Can't Buy Customer Relationship Management
By Daren Nelson (Lisa Kimery)
The most
common mistake people make is the assumption that customer
relationship management (CRM) is a technology that can be purchased
at your local software reseller. Instead, it is a philosophy that
should be accepted companywide for a comprehensive CRM strategy. |
|
1999
(Next Month Now)
| May
1999 |
June
1999 |
Windows-Based
Terminals: Changing The Way Call Centers Attract And Retain
Customers
By Jeff McNaught, Wyse Technology
By deploying an emerging
technology -- Windows-based terminals -- in its call center, Phase 2
has been able to increase productivity and deliver a higher level of
customer service, while lowering costs and growing 400 percent in
only two years.
|
Probe
Below The Surface For The Best
By John Nash, South Carolina Department Of Commerce
Finding the
perfect location for a new call center requires a different set of
criteria. In a way,
this pared-down list simplifies the process for call
centers scouting for a new home. But there are still plenty of
pitfalls. Here are a few factors to keep in mind when scouting for a
new location. |
Dialing
Up Venture Capital Money
By David Lincoln and Scott Ungerer, EnerTech Capital Partners
Lining up
venture capital (VC) is a challenging task for most entrepreneurs,
but even more so if your company is selling into the utility
industry. And even though the industry is going through dynamic
change, the utility decision process can still be very difficult and
slow moving. |
Please note
there are months in which no Online Exclusives were published. |
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