CUSTOMER INTER@CTION Solutions

January 2004 Issue Editorial Highlights
Three Wishes For The Call Center Manager
By Robert Camastro, Virtual-Agent Services
When the call center genie pops out of the bottle and offers to grant three wishes, most of us would be tempted to wish away two of our problems and reserve the third wish for the granting of three more wishes. After all, most of us have more than three problems to solve in our call centers.

Surviving The Sales And Marketing Ice Age:  How To Diversify For Your Survival
By Martin Wales, Customer Catcher Institute
What intelligent marketers would let any one tactic’s limitations or its end mean the death of fresh leads or even their business? Apparently, there are some less savvy marketers out there. The whining, yelling and screams are coming from the dinosaurs with their feet caught in the tar pits.

2003 Product Of The Year Awards
Each year, Customer Inter@ction Solutions® magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements.

Creating Your Branded Customer Experience
By Mariann McDonagh, Verint Systems, Inc.
The type of customer experience you provide today will be most obvious in the operational philosophy of your contact center. If the contact center makes little or no effort to proactively determine the right customer outcome, then your customer experience is random.

 TMC Labs:
ExpertCity's GoToAssist
 

 RE: LOCATIONS:
Considering Costa Rica
By Tim Parry, Associate Editor, Customer Inter@ction Solutions®

The CEO Spotlight
This month, the CEO Spotlight is on Eli Borodow, CEO of Telephony@Work.

DEPARTMENTS
Publisher's Outlook
By Nadji Tehrani
In this issue, Nadji Tehrani assesses the state of the industry, and looks at the post-DNC business world. Also, several call center, CRM and teleservices executives offer their views on industry trends for '04 and beyond.

High Priority!
By Rich Tehrani
Economists forecast that 2004 will bring much improved business spending. With that in mind, here is a smattering of new and exciting companies to look at in the new year.

INDUSTRY NEWS
Customer Inter@ction News

Daily News!
Go to TMCnet.com for the latest communications technology news

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