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August 2000
Improving Customer Communications Through E-learning 
By Harvi Singh, MindLever.com

With the advent of e-learning, or Web-based training, call centers have a new option to help employees excel at their jobs. Companies involved with CRM are beginning to embrace e-learning, mostly as a supplement to, rather than a replacement for, existing training efforts. Harvi Singh of MindLever.com reports on the benefits of e-learning.

In Focus
Natural Language Speech Recognition: Expanding The Dimensions Of IVR
By Dr. Val Matula, Avaya
The emergence of natural language speech recognition (NLSR) is a major step toward fulfilling visions we saw portrayed in popular science fiction more than 30 years ago. More important, NLSR is becoming a useful and exciting tool for supporting customer relationship management (CRM) applications.

Teleservices Outsourcing
The Fastest-Growing Teleservices Companies -- The Seventh-Annual Survey And Ranking Of Rising Stars
To provide you with a gauge of teleservices companies' growth and to provide them with the recognition they deserve for their accomplishments, C@LL CENTER CRM Solutions magazine developed this ranking, which looks at the companies' growth in long-distance telephone usage, as this provides a verifiable measure of the companies' amount of telesales/teleservices.

Customer Relationship Management 
Ten Common Mistakes To Avoid When
Purchasing CRM Software

By Pat Nestiuk, Saratoga Systems
Your company is losing market share. Your sales force is inefficient. Your marketing is antiquated. Your customers are noticing. You know that an all-inclusive view of your customers' buying patterns would enable your company to make better business decisions, react quickly to market changes and ultimately, increase revenue. You know your best option is a top-of-the-line CRM software purchase. What you may not know is how to choose from the hundreds of solutions that exist today.

Purchasing CRM Software: A Guide For Small
And Medium-Sized Businesses
By Daren Nelson, GWI Software
Now that customer relationship management (CRM) solutions are available to all companies and not just large organizations, small and medium-sized business owners are clamoring for the new technologies involved and the promise they bring. However, buying CRM solutions can be extremely tricky, as anyone who has implemented these types of systems will tell you.

Ten Pitfalls To Avoid In Choosing CRM Systems
By Chris Lawrence, Davox Corporation
In the age of the Web-savvy customer, a new competitive weapon is emerging. Neither product, brand or price, this new competitive weapon is deployed at the point of customer contact. The weapon is customer relationship management (CRM). By wielding this weapon effectively, companies are differentiating themselves from their competition, lowering operating costs, increasing revenues and conveying a customer-friendly image.

Whom Do You Trust?
By Randy Kemp, Associate Editor,
Awash in tidal waves of analyses that predict explosive growth and soaring profits for e-commerce, have you asked yourself if you really know your customers? Along with all of the effort and attention expended on products geared for garnering customer retention and loyalty, e-businesses need to understand how their customers think.

E-Sales -- E-Service.com News

Training Your Workforce For Better E-Sales And E-Service
By Marnie Feasel, ALeSys
Training your workforce to provide better e-sales and e-service can make the difference between the success or failure of your business. Many call centers are making the transition from telephone calls as the primary method of customer contact to multiple channels. Changes to Web-based customer service represent great growth opportunities, but only if your training keeps pace.

Compensating Your Workforce For Better E-Sales (Sidebar)
By Mark A. Stiffler, Synygy, Inc.
Now that your sales and services have been transformed into e-sales and e-services, you can tackle the really tough question: How do you motivate your employees? After all, despite the technology, it is still people who make a business go and grow.

Building The Perfect Call Center
How And Why To Buy Logging And Monitoring Systems
By John Kaiser, e-talk Corporation
If you want to be smart about your business, you must be smart about your customer contact center. After all, the customer contact center is a primary factor in customer relationship management (CRM). One way to ensure that your customer contact center enriches relationships with customers and positively impacts your company's bottom line is to manage the quality and performance of your contact center agents through effective monitoring and logging techniques.

August 2000 C@ll Center CRM Solutions Magazine

Publisher's Outlook
High Priority
Technology Highlights
Call Center News™

UniPress Software's FootPrints Version 4.3
This month, the TMC� Labs technology editors review UniPress Software's product FootPrints Version 4.3. FootPrints is a Web-based help desk solution that primarily allows you to track all entries that come through your call center as well as help manage your local and remote help desk staff.

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