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December
8, 2003
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Are They Listening? Managing Computer Recreation In Contact Centers
BY GERARD PERIOLAT |
Earlier this year, an international contact center
company brought in representativesover a weekend at time-and-a-half to
train them on requirements for a new customer. When the training was
over on Sunday afternoon, the firm discovered that six of the
representatives had played games for four hours during the training
session.
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Enhanced Microsoft
Business Solutions CRM 1.2 Is Available in North America
Microsoft Business Solutions today announced the
general availability in North America of Microsoft Customer Relationship
Management (CRM) 1.2, the first scheduled release to Microsoft's
flagship CRM offering since it was launched in January 2003.
More...
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Small and
Mid-Sized Businesses Are Vital to CRM Industry
The small and midsize business (SMB) segment has
emerged as one of the most hotly contested markets in today's customer
relationship management industry, according to a new report by Aberdeen
Group, an IT market analysis and consulting firm, and CRN, a subsidiary
of CMP Publications.
More...
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CDC
Software Corporation to Purchase Pivotal
Pivotal Corporation, a provider of customer
relationship management software for mid-sized enterprises, announced
today that it has entered into a definitive arrangement agreement with
chinadotcom corporation through its software unit, CDC Software
Corporation.
More...
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Call
Centre Services Growth Drives Telsis Switch Expansion at Netherlands
SNT
Strong demand from call centres for Screen
Service, the unique malicious call barring solution from SNT, has led
the Dutch call centre operations and support specialist to double the
number of ports on the Telsis switch that it bought to host the
application and buy a second switch as a development platform.
More...
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Sykes'
Entry Into El Salvador Expands Global Footprint
Sykes Enterprises, Incorporated, a provider of
outsourced customer management solutions and services, today announced
at a press conference that it plans to expand its global footprint with
a new contact center in El Salvador.
More...
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Demand for CRM Software
Booms as Businesses Adopt Increasingly Customer-centric Strategies
The customer relationship management (CRM)
software market expects to see tremendous growth as these applications
contribute to the bottom line and enterprises adopt increasingly
customer-centric strategies to identify and retain high-potential
customers.
More...
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ePeople Announces
Certified Integration of ePeople Teamwork With PeopleSoft Enterprise CRM
8.8 Sales
ePeople, Inc., a provider of customer
interaction management (CIM) solutions today announced that its
integration between ePeople Teamwork and PeopleSoft Enterprise CRM 8.8
Sales has been certified.
More...
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