CUSTOMER RELATIONSHIP MANAGEMENT
Keeping Your Existing Customers Loyal
By Naras V. Eechambadi, Quaero Corporation
The most basic way to approach the creation of a loyalty program is to
put together a framework for analyzing what is best for your particular
situation and implementing solutions that are appropriate for your needs
and company culture.
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
The Ninth-Annual MVP Quality Award Winners
Even more hotly anticipated than the Academy Awards, the MVP (Marketing
Via Phone) Quality Awards are announced in this issue by the editors of Customer
Inter@ction Solutions.
CALL CENTER/CRM MANAGEMENT SCOPE
From Call Center Agent To Net Rep:
Web-Enabling Your Front-Line Staff
By Pamela Trickey and Penny Reynolds, The Call Center School
Many call centers are making huge investments to become Web-enabled
in terms of implementing the latest in technology, but are forgetting to
enable the most critical part of the operation the front-line staff.
Web-Enabling A Customer Contact Center: The
Human Factor [Sidebar]
By Frank Nigro, WorldCom
An effective Web-enabled contact center integrates contact media such
as phone, e-mail, chat, Web callback, online collaboration and fax. It
bridges the communications gap by efficiently solving customer service
issues by providing additional access and developing stronger bonds
between buyer and seller.
E-SALES -- E-SERVICE.COM
Good, Bad And Close Customer
Service As 2001 Ends
By Dara Mirsky, VP Online Content & Development, TMC
The author contrasts some radically opposite holiday online buying
experiences.
Multichannel Customer Contact Centers: The
House That Customers Built
By Anne Morrison, American Management Systems
Long captive to voice and IVR technologies, call centers are
undergoing radical changes as communications companies explore ways to
enhance customer relations via the Web. The result is a new-generation
multichannel contact center that offers significant advantages over its
predecessor.
HOW TO BUY PRODUCTS AND SERVICES
Speech Technologies Roundup
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DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
Daily Breaking News!
Go to TMCnet.com for
the latest communications technology news
TMC LABS
This month, the technology editors of TMC
Labs offer their opinion on Yubs e-Services Suite and
ObjectWorld
Inc.s CallAttendant Office.
COMMUNICATIONS SOLUTIONS
Mission-Critical Call Centers
By Chris Donner, Contributing Editor, Customer Inter@ction Solutions
The author turns to some key vendors in the industrial computer space
and asks their opinions on high-availability systems in the call center.
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