CUSTOMER
RELATIONSHIP MANAGEMENT
Knowledge Management: From Nebulous To
Necessary For Customer Service
By Jessica Jordan, ServiceWare Technologies
CRM Solutions have been widely accepted by global enterprises seeking to
improve customer satisfaction and retention. But is takes more than just
technology to maintain customer relationships. It takes improved business
processes and a method for providing customers with the information that
they demand in an efficient and effective manner. This is where knowledge
management (KM) comes in to play.
Using Analytics To Drive Knowledge
Management For Better CRM (sidebar)
By Chris Eldredge, SAP
How, in this frenetic pace of global competition and endless choice, can
companies set themselves apart? The answer lies in knowing one's customers
and anticipating their every need. The so-called "engaged business
model" allows companies to anticipate customers' needs in a
time-critical manner, and offer the information in a media-adaptive way
that suits their communication channels and available tools.
OUTSOURCING CALL CENTER AND
CRM FUNCTIONS
CUSTOMER INTER@CTION Solutions (TM)
Magazine's Eighteenth-Annual Top 50 Outbound Teleservices Agency Ranking
This is the eighteenth year Customer Inter@ction Solutions magazine
brings you its "Top 50" Teleservices Agency Ranking. In this
issue, we're presenting the "Top 50" outbound portion of the
ranking.
e-CRM
Help Yourself: Proven Methods Of
Maximizing Customer Self-Service
By Sean Forbes, RightNow Technologies
Most customer service managers already know the Web can be a great channel
for self-service. With a good online knowledge base, they can give their
customers immediate answers 24/7 and eliminate expensive call center and
e-mail interactions.
Six Steps To Delivering Better
Self-Service Applications (sidebar)
By Toffer Winslow, Empirix, Inc.
The performance of your company's Web-based self-service applications has
a growing impact on how much business your customers choose to do with
you. As a result, developer, QA engineers, and IT operations teams have an
unprecedented opportunity to improve their company's bottom line by
enhnacing customers' quality of experience (QoE).
Averting A Call Center Collision: Balancing
Automation And Empowerment
By William Blundon, Extraprise
Ask most call center or contact center executives two questions and they
will usually respond the same way. Would you like to standarize your call
center interactions? Do you need to empower your call center
representatives to provide personalized customer service? The answer will
almost always be "yes" to both; but the questions highlight
conflicting goals in the call center.
CALL CENTER/CRM MANAGEMENT SCOPE
Monitoring For Quality Across Multiple Customer Touch Points
By Jim Park And Jackie Wiedner, NICE Systems
It is quickly becoming the industry standard today to record calls that
come into the organization's contact center. Companies use these calls to
identify areas where agents need additional traning to improve customer
service and boost efficiency in the contact center as well as to mine for
business intelligence and glan valuable customer insights.
Quality Monitoring And Customer Interaction
Recording: Using Proven Traditional Technologies In New Ways To Bring
Greater Business Value
By Oscar A Alban, Witness Systems
Customer interaction recording - or quality monitoring - has emerged as
the contact center's most basic system of checks and balances. However,
there's much more invested in a quality assurance program than meets the
eye.
RE: LOCATIONS
Where Are The High-Tech Locatoins In The U.S.?
By James Beatty, NCS International
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