CUSTOMER RELATIONSHIP MANAGEMENT
Implementing
Data Mining For Better CRM
By Thomas J. Siragusa, internetQueryObject Corporation
Put simply, data mining helps you
understand who your customers are by how they behave. With this
information, companies can target marketing promotions to drive revenue
and build market share.
E-SALES -- E-SERVICE.COM
Tap
Your Web Site's Log Files To Improve CRM
By Dara Mirsky, Editorial Director, TMCnet.com
Clickstream analysis is just now gaining popularity
as an excellent method to better understand your online customers. One way
to mine the data from your site visitors is by analyzing your Web site's
log files.
E-Sales
-- E-Service.com News
Transforming
Your Call Center: Living Happily Ever After In The Contact Center
By Ike Mitchell, Computer Sciences Corporation
How can you have a champagne customer
care operation on a beer budget? Careful planning to capture customer care
requirements, using all the features of the technology you have and
spending your strategic technology investments on the right technology the
first time, are the hallmarks of a successful customer care organization.
INNOVATIVE MANAGEMENT INFORMATION
Using
Skills-Based Routing To The Advantage Of Your Contact Center
By Nathan Stearns, IEX
The solution to today's daunting
scheduling task is to embed a simulator within the contact center's
scheduling program. The new, muscular scheduling software automatically
generates schedules, simulates network and ACD call routing, analyzes the
results, determines changes to schedules and adjusts schedules to
determine the best solution -- all without user intervention.
PRODUCTS & SERVICES SELECTION GUIDE
E-Mail Management
Technologies Roundup
The editors of Customer Inter@ction
Solutions have compiled a directory of companies whose products will
assist you in solving all your e-mail conundrums. As the list of companies
gives testimony, a diverse foundation of support exists for optimizing
your present e-mail initiatives and providing scalable solutions for
future needs.
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DEPARTMENTS
Publisher's Outlook
Letters
To The Editor
High Priority!
Technology Highlights
Customer
Inter@ction News
TMC Labs Review
TMC Labs has tested two products for the
benefit of readers this month. The first is Blue
Pumpkin's Director Enterprise, a workforce management product. The
second is Ulysses
Learning's CallMentor, a general simulation training suite.
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