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PUBLISHER'S OUTLOOK
Effective Hiring And Keeping 'The Right People'
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.
Successful managers are those who surround themselves with 'the right people,' give them direction and then get out of the way.
HIGH PRIORITY!
Keeping Up With Uptime
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
As you may recall, last month I set out to interview a number of on-demand CRM vendors on the topic of service reliability. As with the case of Salesforce.com's outages, many customer relationship management decision-makers were left wondering if the on-demand vendor they chose was able to provide them with the reliability they needed to keep their companies running at all times.
INNOVATIVE IDEAS FROM THE MULTIMEDIA
CONTACT CENTER SOLUTIONS EXPERTS:A Special Editorial Series Sponsored By Interactive Intelligence
The New Rules Of Compliance: Combining Performance Management And Compliance To Solve
The Regulatory Puzzle, Simplify Management And Reduce Costs
By Joseph A. Staples, Interactive Intelligence
Trying to decipher and comply with complex guidelines is only one piece of the regulatory puzzle. Adding to the problem for thousands of organizations are disparate data systems, interaction systems and processes that not only make compliance programs difficult to manage, but drive up the already staggering costs of meeting regulatory requirements.
The Neverending Story Of The Consequences Of Failing To Self-Regulate
By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions
CUSTOMER RELATIONSHIP MANAGEMENT
Four Pitfalls To Avoid When Choosing CRM Software
By Ron Wegmann, Vertical Solutions
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.
OUTSOURCING
CUSTOMER [email protected] Solutions Magazine's Twenty-First Annual Top 50 Outbound Teleservices Agency Ranking
This is the twenty-first year Customer [email protected] Solutions magazine brings you its 'Top 50' Teleservices Agency Ranking. In this issue, we're presenting the 'Top 50' outbound portion of the ranking. (The inbound portion of the ranking will be highlighted in the April 2006 issue.) Since its inception in 1986, our 'Top 50' ranking has been used as the benchmark for choosing large-capacity/sized teleservices agencies.
WORKFORCE OPTIMIZATION
Hiring and Training For The Call Center: Developing The 'Universal Agent' And Beyond
By Ted Nardin, ClientLogic
If you asked most CEOs what the most important aspect of a call center is, you will likely get a quick response: 'low cost.' In today's competitive landscape, however, smart executives are beginning to reevaluate their call centers and turn them into well-oiled, revenue-generating machines. A call center that adds business value in addition to retaining a low-cost profile gives a business a tremendous advantage over its competitors.
MANAGEMENT SCOPE
North American Contact Centers: Why Are We Falling Behind?
By Kurt Mey, Dimension Data North America
Results from Dimension Data's recent Global Contact Center Benchmarking Report indicate that North American contact centers are lagging in several critical areas, including call response times, disaster recovery preparedness and security. This means that North American call centers ' and the businesses that depend on them ' may be at a greater risk for business disruption and customer defection. Why are North American call centers falling behind?
THE BOARDROOM REPORT
Interior Concepts: We Provide Solutions That Fit
For this installment of The Boardroom Report, Technology Marketing Corp. founder/chairman/CEO Nadji Tehrani spoke with David Kendrick, President of call center furniture provider Interior Concepts.
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