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DEPARTMENTS

Publisher’s Outlook
OUR 26TH ANNIVERSARY
By Nadji Tehrani, Executive Group Publisher,
Technology Marketing Corp.

As you may know, the industry was practically non-existent at that time and we literally had to dig for information, finding very little to write about. In fact, we nearly ran out of things to write by the second issue because the industry, as we know it today, did not exist at all.

High Priority!
Talkument: An Oaisys in the Desert
By Rich Tehrani, Group Editor-in-Chief,
Technology Marketing Corp.

In my travels around the world to find the next big communications breakthrough, I recently traveled to Arizona, where, instead of hot, dry air, I was unlucky enough to get a dose of scorching desert heat and humidity.

Customer Inter@ction News™

CallCenterComics.com
By Ozzie Fonesca



Five Tips To Improve Pipeline Management And Business Performance

By Spencer D. Chin, TMCnet Web Editor
Poor pipeline management manifests itself in inconsistent sales processes, the ability to get the correct information, low sales production and other issues. Read the full article at
www.tmcnet.com/759.1

SAP Named CRM Leader In Five Forrester Reports
By David Sims, TMCnet Contributing Editor
CRM vendor SAP AG has announced that in the latest Forrester Research report, SAP AG was named a leader in all five enterprise customer relationship management (CRM)-relevant Forrester Wave reports issued in 2007. Read the full article at
www.tmcnet.com/760.1

A VoIP Phone System: It's In Your Business' Best Interest
By Erik Linask, Associate Editor, Internet Telephony magazine
Perhaps you have an older key phone system that doesn't have a caller ID. That increases the likelihood of employees letting important calls go into voice mail. Perhaps it's a decade-old TDM phone system that doesn't support conferencing.Read the full article at
www.tmcnet.com/761.1


In The Queue

Our Video-enabled Future
By Patrick Barnard, Associate Editor, Customer Interaction Solutions
In the short time I've been covering the call center industry I've heard a lot about the 'fast approaching day' when agents will be able to interact with customers via two-way video.

Practical Pointers for Call Center Management
Building And Managing Call Center Teams
By Penny Reynolds, Contributing Editor, Customer Inter@ction Solutions
Most call center organizations are built around a team concept. Some call centers have teams that are nothing more than a group of individuals that happens to report to the same person, or perhaps does the same kind of work, but there is no real interaction and teamwork.


Last Call
Playing Customer Service Password
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
This is my favorite customer service scenario (I speak with sarcasm) as of late. It goes like this: Agent: Thank you for calling IndifferentCast, the cable company that doesn't much care. How can I fail to serve you today?


THE BOARDROOM REPORT

The Boardroom Report Interview With NICE Systems CEO Haim Shani
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.
HS: NICE is the leading provider of solutions that generate insight for multimedia interactions. We are in the business of voice, VPO, radio communication and voice over IP in a variety of industries.

INNOVATIVE SOLUTIONS FROM THE EXPERTS
NetOp On Demand Facilitates Fast and Accurate Tech SupportNetOp On Demand Facilitates Fast and Accurate Tech Support
By Tonya Hottmann, Head of Marketing for the Americas, NetOp
Providing timely, efficient and cost-effective technical support for all users is one of the challenges many organizations face today.


IP CONTACT CENTER
The IP Contact Center Technology Pioneer Awards
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
Customer Interaction Solutions realizes that technology is the key to the success of any call center, as we have been editorially covering call center technology for 25 years.


CUSTOMER RELATIONSHIP MANAGEMENT
Executive Roundtable: Where is CRM Headed?
By Patrick Barnard, Associate Editor, Customer Interaction Solutions
Where is the CRM software market headed? Will hosted solutions one day surpass on-premise solutions in terms of market share? Will we see even more small and medium sized businesses making use of CRM solutions?

Call Center E-mail Response On The Decline
By Susan J. Campbell, TMCnet Contributing Editor
Traditional call centers have long been a staple of the point of contact for the customer. Historically, these centers were viewed as cost centers for the company as their only purpose was to keep the customer happy and that was not directly related to revenues.

CONTACT CENTER TECHNOLOGY
IP, Virtual And Consolidated: The New Standard for Contact Center Technology
By Stephen R. Kowarsky, CosmoCom, Inc.By Stephen R. Kowarsky, CosmoCom, Inc.
With customer service excellence emerging as a core strategy for businesses worldwide, contact center decision makers are now under pressure to increase customer satisfaction and reduce costs at the same time, all while managing complex day-to-day operations.


SPEECH TECHNOLOGY
Transforming The IVR With Speech Technology
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
As we all know from personal experience, in the early days, there was touch-tone IVR. And let's face it ' it wasn't very good. Oh, it served a purpose.

ASK THE EXPERT
With Tim Passios, Director of Product Management, Interactive Intelligence
Q: With the push from 'cost centers' to 'profit centers,' there's a heightened emphasis on Key Performance Indicators (KPIs) to gauge a contact center's value to an overall business. Are certain KPIs and metrics better than others for determining such value, and how are they best applied?

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Want to the learn more about call centers and CRM? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the contact center industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders who, in turn, receive qualified sales leads from interested parties. Visit www.tmcnet.com/tmc/whitepapers.


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