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(formerly C@LL CENTER CRM Solutions)

April 2001
Solving The Puzzle Of Enterprisewide CRM
By Joseph (Rusty) Coleman, Braxtel Communications
To build loyalty and value, a company must be able to respond to its customers quickly, effectively and completely. While this goal may seem self-evident, achieving it is anything but.

Digging Deep And Staying Focused With Enterprise CRM (Sidebar)
By Soren Kirchner, PhD., Net Perceptions, Inc.
While the hallmark of typical analytic software is its ability to dig deeper, sort faster and put forth volumes of reports, if it does not support the experience offered to the customer, it becomes random terabytes of data piled higher and deeper.

IP -- Out Of The Cloud And Into The Contact Center
Customer Inter@ction Solutions' editorial director
Erik Lounsbury confirms that IP in the contact center is not only no longer science fiction, it is quietly being used -- with prodigious results -- in customer interaction centers both at home and abroad.

E-Sales -- E-Service News

Optimizing Online Interaction: Cross-selling And Upselling
By Richard Berger, Atomica Corporation
Optimizing the interaction between customers and employees must include taking advantage of upselling and cross-selling opportunities. The trick has always been to offer more while pushing less and to improve the customer experience by meeting real needs with real solutions.

Using Targeted Electronic Marketing To Build More Profitable Customer Relationships (Sidebar)
By Jim Wentzell, Delano Technology Corporation
As we move into a more customer-centric era, understanding customers' needs, offering them what they want, when they want it, and with the right level of help and service, will be crucial to the success of any online operation.

The Challenges And Rewards Of Personalizing Customer Interactions
By Jennifer L. Sullivan, Unica Corporation
If today's marketplace is so rich with ways to communicate with customers, why are so many companies struggling to optimize online interactions? The answer is personalization.

Customer Inter@ction Solutions Magazine's Sixteenth-Annual Top 50 Inbound Teleservices Agencies Ranking

Make Your Contact Center Ergonomics Friendly --
Or Someone Else Will

By Natalie Perez, Concentric Enterprises, Inc.
As a term, ergonomics sounds a bit like an illness many people are in fear of contracting. Usually, it is not until someone experiences an injury resulting from a mundane task does the topic of ergonomics come up.

Workforce Management Software Roundup
Customer Inter@ction Solutions presents you with companies that offer a broad spectrum of workforce management solutions to address your critical needs.

April 2001 cover

Publisher's Outlook

High Priority!

Technology Highlights

Customer Inter@ction News

TMC Labs Review
TMC Labs takes a test drive of NICE Systems NiceLog System version 8.5, which provides not only record-and-playback functionality, but also evaluation tools, analysis and data for coaching agents to improve the customer experience.

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