CUSTOMER RELATIONSHIP MANAGEMENT
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.
E-SALES -- E-SERVICE.COM
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.
OUTSOURCING
Customer
Inter@ction Solutions Magazine's
Sixteenth-Annual Top 50 Inbound Teleservices Agencies Ranking
INNOVATIVE MANAGEMENT INFORMATION
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.
PRODUCTS & SERVICES SELECTION GUIDE
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.
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DEPARTMENTS
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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