In Focus
Approaching The Location Of International
Call Centers From A Secure Perspective
By Ed Pennington, ONE NorthEast
Today's call centers are, in
many cases, international, multichannel and media- and
service-provider-dependent. The importance of today's call centers makes
it crucial to take the proper steps to ensure that they are established
correctly. This article highlights the issues involved in the
establishment of a quality, cost-effective and low-risk international call
center.
Teleservices
Outsourcing
Internet Customer Service: Is Your
Pharmaceutical Call Center Prepared?
By Amy S. Abrams, Telerx
Health care is the fourth most
popular Web topic with 40.9 million adults engaged in health-related
activities on the Web in the first quarter of this year. For a growing
number of Americans, the Internet convinces them -- more than any other
medium -- to ask their doctors for a brand-name prescription. But how do
these sites rate in terms of customer service? The results of one study
are presented here.
Customer
Relationship Management
Leveraging Customer Metrics For Strategic Decision Making
By Dennis Sparacino, AlphaBlox and Cindy O'Reilly, ThinkFast
Consulting, Inc.
The ability to leverage
customer-related metrics can give any telecommunications company a
significant competitive advantage. Customer information is the focal point
and primary enabler of competitive differentiation and must be created,
maintained and protected as a valuable corporate asset. The customer
knowledge base must be complete, accurate, current and made accessible to
all appropriate organizations and functions within the company.
Customer
Information: Integration Before Management: New CDI Technology Leads To
Successful CRM (Sidebar)
By Steve Brighton, Acxiom Corporation
One of the major
barriers to successful CRM implementation has been the absence of an
effective customer data integration (CDI) technology that can fully
integrate the customer information isolated in multiple databases and then
deliver it to all points of customer contact in real-time. This is
essential because you cannot manage all your customer information unless
you can see it all at once.
E-Sales--E-Service.com
Can The Internet Bring Back The Village Market?
By Erik Lounsbury, Editorial Director, C@LL CENTER CRM Solutions
Five experts relate how the
Internet is changing how businesses relate to their customers. The author
traces the growth of trade from the early medieval marketplace to today's
Web-enabled commerce arena and finds some notable similarities between the
two environments.
What's In Store For Communications
Providers? (Sidebar)
The author speaks with Tom
Pike of Andersen Consulting about the future of communications providers
and CDSPs (content delivery service providers).
E-Sales -- E-Service.com News
Move It, Don't Lose It: Use Proven Assets
And Transform Into A Web Leader
By Gail Greener, CNT
In their haste to implement a
Web solution, some established companies are overlooking the one asset
that could put them light-years ahead of any newborn Internet vendor:
existing customer relationships. The information obtained from these
relationships is a key competitive differentiator in the crowded Internet
marketplace. Making effective use of customer information is often the
difference between an established company at the forefront of the
e-commerce race and an established company that can only watch from the
sidelines.
Building The
Perfect Call Center
Has The Internet Killed The Call Center Star?
By Bruce Tsuji, Mitel Business Applications
The days of the standalone
call center operation that is expected to put through a maximum number of
calls in as little time as possible are, at best, numbered. Today,
companies want to learn more about customers, they want to use the
philosophies of CRM to focus on high-value customers, and they want to
provide customers with as many convenient ways to access their products
and services as possible.
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Publisher's
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High Priority
Technology Highlights
Call Center News
TMC LABS
Our TMC� Labs engineers recently visited Dictaphone
Corporation's facility to learn more about the company's Freedom
QMS product. They found that the best attributes of this product were
that it was easy to implement and simple to use. Read on for more details
about this user-friendly product.
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