CUSTOMER RELATIONSHIP MANAGEMENT
Predictive Analytics As The
Proverbial Early Bird
By Don Murphy, PeopleSoft
CRM analytics are known for powerful synthesis of historical customer
data. However, the datas potential often goes untapped. With the right
tools and a little intuition, organizations can increase profitability by
leveraging customer information to anticipate customers needs and
influence their behavior.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
What Todays Help Desk/Contact Center Outsourcers
Can (and Should) Offer
By Maggie Klenke, Getronics
Outsourcing used to be a numbers game, and choosing a provider was
relatively easy just find the agency that could answer the most calls
in the shortest period of time for the least amount of money. In todays
multichannel world, however, companies need to look beyond initial
numbers.
CALL CENTER/CRM MANAGEMENT SCOPE
Product Of The Year Awards
And the winners are
E-SALES -- E-SERVICE.COM
Well Manage
By Erik Lounsbury, Editorial Director,
Customer Inter@ction Solutions
IP Telephony In
The Contact Center
By Rebecca Kay Phelps and James R. Smith, Avaya
According to a research study conducted last year by Phillips
InfoTech, 17 percent of U.S. businesses began implementing IP telephony,
and Phillips projects the number will grow to 80 percent within four
years. The discussion around IP has changed from why? to when and
how?
IP Contact Center
Solutions Migrate From The Internal To The External [Sidebar]
By Jody Wacker, Apropos Technology
Internet telephony may not be the most exciting of technologies.
However, the growth and application of the technology in business today is
becoming quite exciting.
HOW TO BUY PRODUCTS AND SERVICES
Workforce Management Roundup
The editors of Customer Inter@ction Solutions have compiled a
comprehensive directory resource of the U.S. and worldwide companies that
offer solutions to workforce management issues.
Buying Tips For
Workforce Management Solutions [Sidebar]
By Brian Spraetz, IEX Corporation
Product features are obviously important when evaluating a workforce
management solution, but there are other essential criteria to consider.
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DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
Go to TMCnet.com for
the latest communications technology news
TMC LABS
>This month, the technology editors
of TMC Labs have examined two products: Previos
eSupport Essentials Version 4.0 and Respond,
Inc.s Respond CenterPoint. Read on to discover how the test drives
went.
RE: LOCATIONS
The Philippines: Giving India A Run For Its Money
By Tracey E. Schelmetic, Managing Editor, Customer Inter@ction
Solutions
The author recounts a recent conference introducing her to a new company
and a new frontier for outsourced call centers.
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