CRM, BPO & TELESERVICES
Customer Service Suffering For Certain Contact Centers
By Susan Campbell, Contributing Editor, Customer Interaction Solutions
Newton’s Third Law Of Customer Service E-mails
By David Sims, Contributing Editor, Customer Interaction Solutions
CRM Is Not “One Size Fits All”
By Rich Tehrani, President & Group Publisher, TMC
Identifying, Knowing And Retaining Your Customers: The “Prosumer”
By John Konczal, Sterling Commerce
CALL CENTER TECHNOLOGIES
Murder At The SMB: The CRM Autopsy Report
By David Sims, Contributing Editor, Customer Interaction Solutions
The Power Of SaaS: VoIP Call Centers For A Fraction Of The Cost
By Patrick Barnard, Contributing Editor, Customer Interaction Solutions
An Update On The Federal Do-Not-Call Registry
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
Ten Things You Didn’t Know About Acoustic Shock
By Stefania Viscusi, Contributing Editor, Customer Interaction Solutions
Making More With Less: Contact Center Industry Executive Recommendations For Operating A Call Center In An Economic Downturn
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
WORKFORCE OPTIMIZATION
The Yesterdays, Todays And Tomorrows Of Call Routing: A Talk With Aspect
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
INNOVATIVE SOLUTIONS FROM THE EXPERTS
Harnessing Speech Solutions With Minimal Up-Front Investment
By Joshua Shale, Director of Marketing, VoltDelta
INSIDER’S REPORT
Identity Protection And The Contact Center
By Dick Bucci, Senior Consultant, The Pelorus Group
|