CUSTOMER
RELATIONSHIP MANAGEMENT
How To Avoid The CRM Graveyard
By Richard Earley, Covansys
If youve been paying attention to the business press lately, you
probably know that CRM implementation failures are reported to be reaching
into the 75 to 85 percent range. Yet, with all the hoopla surrounding CRM
technology, your company is still pressuring you to jump on the bandwagon.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Using E-learning To Educate Call Center Agents
By Arjun Raman, eWebUniversity
E-learning helps companies extend the breadth of training subjects that
can be offered to employees, as the old-fashioned classroom method of
training was by its very nature limiting in terms of time and space. The
improvements inherent in e-learning are due to the economies of scale gained
by offering training modules over the Internet and the lower prices of
self-paced and instructor-led content that are offered by e-learning.
CIAC Certification: A
Benchmark For Performance Excellence In Call Center Management (Sidebar)
By Fredia Barry, Call Center Industry Advisory Council
The Call Center Industry Advisory Council (CIAC) is an industry-elected
group of call center practitioners, educators, consultants, vendors and
media representatives that worked with the industry to identify the
knowledge, skills and behaviors (competencies) required for professionals in
strategic and operational call center management roles to perform their jobs
at a superior level of performance.
CALL CENTER/CRM MANAGEMENT SCOPE
Plagued By Scheduling Woes? Boost
The Accuracy Of Call Volume Predictions
By Bob Webb, Pipkins Inc.
The usefulness of the staff schedule created by workforce management
software will rise or fall on the reliability of the predictions it makes
about the expected volume of incoming work. Without the right assumptions
about the workload to be handled, the softwares ability to accurately
calculate staffing needs is doomed.
E-SALES -- E-SERVICE.COM
Ask For Permission And Keep Your
Customers
By Duane Lyons and Web Fletcher, Braun Consulting
On its surface, permission-based marketing does appear simple. Its
marketing to those customers who have given consent to be marketed to,
either online, offline or both. Its about contacting individuals with
targeted offers or messages in an agreed-upon format at agreed-upon
intervals. Beneath that veneer of ease, however, it can also be quite
tricky, because permission marketing requires a two-way, give-and-take
relationship which can end abruptly.
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TMC LABS
For your monthly TMC Labs fix, we offer the
results of test-runs on offerings from Salesforce.com
and LumenVox.
COMMUNICATIONS SOLUTIONS
CIM Delivers On The Promise Of
Unified Messaging
By Melissa Prusher, TOPCALL Corporation
While many analysts say unified messaging isnt at the top of most users
shrinking shopping list, businesses are still looking to technology to
enhance their customer relations, maximize productivity and reap the
promises of convergence.
HOW TO BUY PRODUCTS & SERVICES
A Collection Of Headsets
To aid you in the purchase of the most basic but very necessary item in your
call center the humble headset the editors of Customer Inter@ction
Solutions have compiled a comprehensive list of companies that
manufacture and resell headsets and headset products.
Ten Talking Points
For Headset
Purchasing (Sidebar)
By Plantronics
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