Countdown To The 25th Anniversary(June 2006) Issue
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.
When we launched Telemarketing magazine in June of 1982, there was no such thing as telemarketing, contactcenters or a CRM industry.
Keeping Up With The Call Center
This past month, I have seen a plethora of call center articles in all different kinds of newspapers and magazines. Lately, I have noticed more and more call center coverage appearing in the general media. It is worth digesting some of this news, as there are some trends worth pointing out. For example, the focus on Indian call centers has increased. These stories, for a change, are not about lost jobs, but interesting aspects of Indian call center life.
THE BOARDROOM REPORT
Nuance: Using Speech Solutions To Help Our Clients Improve The Quality Of Their Customer Experience
For this installment of the Boardroom Report, Nadji Tehrani speaks with Nuance CEO Paul Ricci.
Customer Interaction Solutions Celebrates 25 Years of Excellence
For 25 years, Customer [email protected] Solutions magazine has been the voice of the call/contact center, CRM and teleservices industries. We’ve been often imitated, but never equaled. We have watched the industry germinate, grow, mature and prosper, and we’ve been extremely instrumental in helping it do so.
CUSTOMER RELATIONSHIP MANAGEMENT
The Seventh Annual CRM Excellence Awards, Part I
For the seventh consecutive year, the editors of Customer [email protected] Solutions dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. In this issue is Part One of the winners list — the companies that offer the best and the brightest customer relationship management products and services, all to the benefit of their clients. (Part II of the list will be presented in the June 2006 issue.)
Searching For The V in CRM? Consider VCM
Customer relationship management (CRM) is grabbing the attention of business leaders who wish to instill customer-centric business models. Their concern, however, is how to determine what the value of CRM is both for their organizational effectiveness as well as for their customers.
IP CONTACT CENTER
Overcoming The Hurdles Of VoIP Call Recording
There are various ways to record VoIP interactions. The right solution for your specific needs can be determined only by carefully examining the structure of your operational and IT environment, your call volume, the number of channels deployed and, of course, your reasons for recording.
Quality Monitoring And Today's Technology
Quality monitoring has come a long way in the last few years. When it first came to the forefront, effectively recording calls and basic scoring of agents was proclaimed a godsend. Today, contact centers are achieving much more.
CONTACT CENTER TECHNOLOGY
Taking Steps To Ensure CRM Data Security
The data contained within a CRM application is often a company’s most critical asset, yet because of the pivotal role this information plays in day-to-day business activities, it is also often the most vulnerable to security breaches and disruptions.
Speech-World News & Definitions