CUSTOMER
RELATIONSHIP MANAGEMENT
Customer Inter@ction Solutions
Third-Annual CRM Excellence Awards (Part II)
For the third consecutive year, the editors of
Customer Inter@ction Solutions dared readers to prove that their companies
have what it takes to win the coveted CRM Excellence Award. This is a
continuation of Part I, which was presented in the July issue.
All Media All The
Time: Giving Customers A Choice
By Chris Rechtsteiner, Apropos Technology
From wireless Internet access, mobile
phones, instant messaging, e-mail, Web self-service and even the old
reliable telephone, people express themselves uniquely under myriad
circumstances, which are driven predominantly by the urgency of their need
to communicate.
Integrating Contact
Center Channels
By Michael Carothers, eOn Communications
While there is an industry
consensus of where the future of contact centers is going, and many
companies have even begun implementing the new technologies, there are new
challenges as they integrate media. This article discusses steps to best
integrating multimedia channels, as well as issues every company must
address before talking to a multimedia contact center solution vendor.
HOW TO BUY PRODUCTS & SERVICES
Voice Application And
Infrastructure Testing: A Win-Win Proposition
By Charlie Grzybinski, Empirix
How do contact centers ensure that theyre
getting what they pay for in self-service applications? The answer is both
straightforward and cost-effective: comprehensive, automated testing of IVR/CTI
applications.
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DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
RE:Locations
TMC LABS
This month, TMC Labs test drives Plantronics new offerings in headsets.
Daily Breaking News!
Go to TMCnet.com for
the latest communications technology news
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Update On India: An Option For Call Center Outsourcing
By Daniel Lappin, IT&T Ltd.
India, the worlds largest democracy
and home to over one billion people, is aiming to become the worlds
back office. A McKinsey study estimated Web-enabled services could be
worth over half a trillion U.S. dollars globally by 2008.
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