INNOVATIVE IDEAS FROM THE CONTACT CENTER EXPERTS
A Special Editorial Series Sponsored By InfoCision Management Corp.
Customer Care: How To Build Relationships That Last A Lifetime
By InfoCision Management Corp.
Building Your Customer Relationships With Good Agents
By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions
CUSTOMER RELATIONSHIP MANAGEMENT
Driving Value from Every Online Customer Interaction: The Power Of Intent-Driven Personalization
By Tina Miteko, InQuira
As more people become accustomed to using the Internet, they demand that companies provide increasingly capable Web self-service options. Once upon a time, navigation was the primary method for uncovering information. Today, search has become just as critical a component to an effective online sales, marketing and customer support strategy.
13th Annual MVP Quality Award Winners
This is the thirteenth year Customer [email protected] Solutions' has brought you the winners of its MVP (Marketing Via Phone) Quality Awards. In the ensuing years since we introduced the awards in 1993, we have been impressed by the growing sophistication of the quality measures that have been introduced to the contact center by the leading-edge companies that apply for our MVP Quality Award.
Ideas At Work: An Excerpt
By Bob Furniss, Touchpoint Associates; and Scott O. Thomas, Tamer Partners Corp.
Bob Furniss and Scott Thomas share chapters from their new book 'Ideas at Work,' providing perspectives on improving the frontlines of call centers. Having both started as online agents who made their way through various levels of management, they offer solutions to real problems based on real experience.
The 2005 Customer [email protected] Solutions Product Of The Year Awards
Each year, Customer [email protected] Solutions' magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. Listed here are products and services that we've judged to have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them.
THE BOARDROOM REPORT
West Interactive: Maximize The Value Of Every Customer Interaction
For this installment of The Boardroom Report, Technology Marketing Corp. founder/chairman/CEO Nadji Tehrani spoke with Todd Strubbe, President of West Interactive Corporation and West Direct, Inc., subsidiaries of West Corporation.
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.
The Crystal Ball
A Great Vision For The Contact Center Industry!
Congratulations To This Year's MVP (Marketing Via Phone) Quality Award Winners
This Commentary On Outages Was Interrupted... By An Outage
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
Speech-World News & Definitions