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December is Buyers' Guide!
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Last Chance to Have a Presence in the Buyers' Guide
It's not too late to give your products an edge in 2010 by including your ad in this highly anticipated issue.
Place an ad in the December Buyers' Guide issue of Customer Interaction Solutions magazine.
Your products showcased in the December 2009 print edition of Customer Interaction Solutions magazine will be available to 250,000 readers* plus distributed at major trade shows including ITEXPO East in January 2010.
Contact me today to make the December issue.
* Circulation plus pass-along readers.
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The Most Marketing, The Best ROI
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Integrated Marketing has never been so easy
Introducing the 2010 Customer Interaction Solutions Marketing Partner Program. This integrated marketing program is simply unbeatable.
Your Marketing Partner Program includes:
- Your full-page, 4 color ads in 6 issues
- Premium positioning (based on availability)
- 2 page editorial series sponsorship in one issue of the magazine
- 50k impressions/mo. ROS leaderboard ad on TMCnet
- 2 Newsletter sponsorships throughout the length of the print campaign
- One-time use of 5,000 names for your direct mail effort.
This is a critical time to make smart marketing decisions. Companies who invest wisely and maintain prominence in the industry stand to rapidly seize market share.
Get the most for your marketing dollars and lock in your rates for 2010 with this economically-friendly marketing campaign. Let TMC be your marketing partner and build a branding and marketing campaign that will reach C-level decision-makers.
Use Customer Interaction Solutions as your platform to keep your product in the marketplace. Contact me now to take the lead.
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January 2010 Highlights |
Performance Management for Workforce Optimization
Agents are the core of contact centers. Their availability and how they perform when they are engaged with customers is critical to customer retention and sales. However, making this happen is becoming more challenging. Contact centers are handling more sophisticated functions, such as text-based response and higher-level support, critical accounts requiring specialized knowledge and training, and customers speaking a widening array of languages.
Having the best people handling contacts when they are needed performing optimally is key to improving a company's bottom line. This article will look at performance management and workforce optimization linkages and issues and at solutions to enable “right agents/right times”.
Innovations in CRM
Customer relationship management (CRM) solutions are evolving to meet rapidly changing needs. SMBs to large enterprise are looking for actionable results from their tools to enable a growing array of functions including customer and market intelligence, refining contact center strategies and support.
These companies want robust products that can be deployed quickly with flexibility, with pick-and-choose-and-defer for modules to generate immediate ROI, in premises and/or hosted delivery.
This article will review innovations in CRM to meet contact center and enterprise requirements. It will outline where the markets are going, what the participants are seeking and check out what tools are and are coming onto to the market.
Open Source Contact Center Solutions
All software shares the same "DNA"’: instructions to open or close switches to interrupt or to continue electrical current flow whose energy then performs specific tasks. Open source is the sharing of those core instructions on top of which customized applications can be built on whether by a vendor or internally. Therefore open source software is therefore less costly than proprietary software as there are no license fees for the core or kernel, greater flexibility. There is also greater protection against redundancy (i.e. if an open-sourced-based product is no longer supported the core code can be reused, along with increased auditability and reliability.)
Open-sourced based solutions are becoming very appealing to contact centers for these reasons. This feature focuses on the open source contact center solution benefits, challenges and implementation and support. It examines the latest in the widening array of open sourced applications aimed at contact centers.
Case Studies: Performance Management
These case studies reveal the issues facing particular contact centers, why they selected performance management solutions to meet them, how they were applied including any challenges and how they were overcome and net results.
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About Customer Interaction Solutions |
The Only Print Publication 100% Dedicated to the Call Center and CRM Industry
Since 1982, Customer Interaction Solutions magazine has been the voice of the call/contact center, CRM and teleservices industries. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.
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Meet the Editorial Team |
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Brendan B. Read
Senior Contributing Editor,
Customer Interaction Solutions
Technology Marketing Corporation
Full Bio |
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