In The Face Of Do-Not-Call, Creating Profit In The Call Center
By Colin Shearer, SPSS, Inc.
When the do-not-call list was conceived, many thought it sounded a death knell for telemarketing organizations. For the smart ones, however, it's a chance to ratchet up response rates. For while the long list of names used to be the marketer's Holy Grail, the do-not-call list changes the rules. In the old days, response rates of one to three percent were the norm. And so the longer the list, the more sales it generated.

Legislation Doesn't Always Mean Loss Of Productivity
By Kathleen Kelly, TeleDirect International, Inc.
In the past few months, there has been a lot of emphasis on the downside of the national do-not-call registry (NDNCR) and related telemarketing regulations. Contact centers have wrung their hands over loss of productivity. Associations within the contact center industry have predicted significant impact as an outfall to the new requirements. 

3 Percent, 2 Seconds And 1 Chance To Do It Right: Using The Predictive Dialer In An Age Of Government Regulation
By James F. Mitchell, Concerto Software
You might not know it from the national news headlines, but there's more to the federal government's most recent telemarketing regulations than a 'do-not-call' registry. As the dust settles from consumers' rush to sign up for the list, it has become clear that making calls with a predictive dialer will never be the same again. Maybe that's not such a bad thing: leveraging the predictive dialer within the new federally mandated standards will help contact centers boost their productivity and gain competitive advantage, while helping to improve the reputation of the telemarketing industry.

Data Quality: CRM's Weak Link
By Robert Rich, Ascential Software Corporation
CRM projects don't always turn out the way they're supposed to, despite the best intentions of every department and individual involved. These implementations fail for many reasons: outdated business processes and models, faulty project management and inadequate software applications, but the most insidious risk factor for CRM failure is the quality of the data underlying the initiative.

Turning Browsers Into Customers
By David Cameron, AptSoft Corporation
Imagine the following scenario: a customer walks through a department store and begins shopping, adding a couple of items that catch her eye to her shopping cart. Right before she checks out, however, she adds up the cost of the goods in her head and has second thoughts. Not able to justify the purchase, she walks over to an empty aisle, abandons the cart and leaves the store.

In The Face Of Do-Not-Call, Creating Profit In The Call Center
By By Colin Shearer, SPSS, Inc..
When the do-not-call list was conceived, many thought it sounded a death knell for telemarketing organizations. For the smart ones, however, it's a chance to ratchet up response rates. For while the long list of names used to be the marketer's Holy Grail, the do-not-call list changes the rules. In the old days, response rates of one to three percent were the norm. And so the longer the list, the more sales it generated.

 RE: LOCATIONS:
Puerto Rico
By Tim Parry, Associate Editor, Customer Inter@ction Solutions'

DEPARTMENTS
Publisher's Outlook
By Nadji Tehrani
In this issue, Nadji Tehrani explains why a call center should, and how it can, set up CRM division to improve overall customer satisfaction.

High Priority!
By Rich Tehrani
Our company has been running trade shows for almost twenty years. There are too many shows to count, but the number stands well over 50. Most of these events have been in communications, and I think it's time to share what I have learned over the years, because there are so many speakers that just need the help.

INDUSTRY NEWS
Customer Inter@ction News

Daily News!
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