CUSTOMER RELATIONSHIP MANAGEMENT

Using Customer Analytics To Improve Cross-Selling And Upselling
By John Kaiser, NICE Systems
With the contact center serving as a strategic focal point and hub for thousands of customer interactions that can be converted into sales, its role is undergoing a revolution. Through successful cross-selling and upselling, the contact center is helping to drive revenue.

How Can CRM Tools Manage The Customer Experience?
By Annette Jacobs, SafeHarbor Technology Corp.
“If you can’t measure it, you can’t manage it.” This truism of traditional business logic starts to fray around the edges when it comes to managing customer relationships.

INNOVATIVE IDEAS FROM NEXT-GEN CONTACT CENTER EXPERTS
A Special Editorial Series Sponsored By Telephony@Work

IP Contact Center Technology: Eliminating The Risks (Part X)
By Eli Borodow, Telephony@Work; and Kevin Hayden, TELUS Communications Inc.

OUTSOURCING TELESERVICES

The Missing Link In People Strategies
By Kit Cooper, Hispanic Teleservices Corporation
One of the greatest impacts from the technological advances of the last 15 years is the leveling of the playing field among competitors and new entrants in virtually every industry. Market barriers that are based on an ability to access information, reach customers or purchase equipment no longer exist.

MANAGEMENT SCOPE

Customer Satisfaction Measurement: A How-to Guide To Contact Center Excellence
By Villette T. Nolon, NetReflector
To be successful, your customer satisfaction measurement program needs to be ongoing, a best practice that is often misperceived. Requesting feedback from your customers once a year is just not enough if you want to continuously improve your business processes.

IP Contact Center

Siebel And Telephony@Work Partner To Deliver Contact OnDemand
In June of this year, Siebel Systems announced that it had licensed and incorporated Telephony@Work’s CallCenterAnywhere multichannel contact center technology into Siebel CRM OnDemand service, the hosted sales, service and marketing solution from Siebel Systems.

SPEECH-WORLD

Speech Technology: What’s The Word Of Tomorrow?
By Brian Garr, IBM Software Group
IBM is no stranger to revolutions — we invented the PC. The PC caused a revolution in the business world. It dramatically changed the processes that businesses used to create value in the marketplace. Does speech technology have this same ability?

Speech-World News & Definitions

TMC LABS

TMC™ Labs Innovation Awards, Part II
The TMC™ Labs Innovation Awards were created to honor products that help carve a new market niche or start a new trend. The award also recognizes products that stand apart from their competitors due to one or more unique and innovative features.

 Publisher's Outlook
 High Priority!
 Technology Highlights
 Customer Inter@ction  News
 Last Call
 The Boardroom Report

TMC Labs Reviews

TMC™ Labs Innovation Awards, Part II

Go to TMCnet.com for the latest communications technology news

Datamonitor Notes Growth In Eastern Europe Call Center Outsourcing
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
Market analyst Datamonitor recently released a report indicating that the number of call center agents based in Central and Eastern Europe (CEE) who are servicing Western business customers...

Michael Powell Shares Vision Of The Future Of Communications
By David Sims, TMCnet CRM Alert Columnist
One of the featured keynote speakers at TMC’s IT Expo in Los Angeles was The Honorable Michael K. Powell, the recently-retired Chairman of the Federal Communications Commission who was much-loved by those in the industry.

Salesforce.com Brings “No Software” Mantra To Canada
By Robert Liu, TMCnet Wireless and Technology Columnist
Said Marc Benioff, chairman and CEO of salesforce.com, “The response in this vibrant market has been inspiring, so we’re looking forward to building our Toronto team..."

Serve Your Customers Quickly And Efficiently, Regardless Of Contact Channel
By Dan Ryan, Stellent Inc.
Gone are the days when customer service representatives (CSRs) were primarily tasked with fielding basic inquiries, such as providing account information or the status of a recent order...