Five Steps To Successful Knowledge Management In Your Service Center
By Daniel Mason, NextPage
Knowledge management — like so many other popular industry buzzwords — has certainly suffered from its share of hype and misrepresentation.

Optimizing Knowledge Resources To Drive Customer Value (Sidebar)
By John Chmaj, Kanisa Inc.
Since the very nature of support and service business is knowledge transfer to customers, knowledge management is an area of core competency required to drive customer value and internal efficiency.

CALL CENTER/CRM MANAGEMENT SCOPE
I Run A Contact Center. I Need Wallboards, Right?
By Chris Capo, Spectrum Corp.
For most people, it would be ludicrous to even think of running a contact center without wallboards hung strategically about the center.

IP CONTACT CENTERS
Voice Over IP: Hitting Home Runs In The Contact Center
By Bob Gilbert, Avaya
In the past, the investment in wide area networks (WANs) was beyond the reach of most small- and medium-sized businesses. Now the IP Protocol standard is facilitating the creation of virtual worldwide networks at a fraction of the cost of a private WAN.

CUTTING EDGE TECHNOLOGIES FOR THE CONTACT CENTER
Lost In IVR: The Hidden Costs Of Pushing High-Value Customers Through Self-Service
By Lois Brown, Austin Logistics Inc.
“Your call will be answered in the order received.” Yeah…right.

FAQs Are Stubborn Things (Sidebar)
By David R. Butcher, Assistant Editor, Customer [email protected] Solutions®
Conversagent (called Active Buddy until eight months ago), a conversational software solutions provider, enables companies to deploy natural language applications to solve problems that occur in businesses.

Turning Customer Service Into A Conduit For Sales And Marketing
By Geoff Sherman, Quaero Corp.
One of the often overlooked factors of a change in business strategy is having the right information available to guide decisions.

SPEECHWORLD
Main News section

Can’t Stand The Acronyms? Customer [email protected] Solutions® Presents “The Standards: A Primer”

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