CUSTOMER
RELATIONSHIP MANAGEMENT
Customer Inter@ction
Solutions' Magazine's Fourth-Annual CRM Excellence Awards
(Part I)
For the fourth consecutive year, the editors of Customer Inter@ction
Solutions' dared readers to prove that their companies have what it
takes to win the coveted CRM Excellence Award. Read on to find out which
companies have what it takes to excel.
RE: LOCATIONS
This month, RE:
Locations visits the Kansas City area, and deems it a very smart place for
call centers.
By James Beatty, NCS International
OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Global
Outsourcing Of CRM: Techniques
And Trends
By T.J. Karklins, Avaya
Globalization is fundamentally shifting the status quo of contact center
outsourcing; many firms are now considering outsourcing for the first time
as not only an operational efficiency driver, but also a key globalization
enabler. This trend is growing across a broad spectrum of industries.
CALL CENTER/CRM MANAGEMENT SCOPE
Headset Roundup
Sidebar:
Understanding The Headset: Key Terminology
By Tobe Cohen, GN Netcom
A headset is more than meets the eye. It is actually a very
sophisticated piece of technology designed to allow the user to
communicate clearly, comfortably and safely. There are dramatic
differences in quality and performance, depending on the headset you
choose. Therefore, it is important to understand some of the key headset
attributes in order to make an informed purchasing decision. Below is a
short glossary of headset terms geared toward enabling the headset user to
have a better understanding of the technology behind the device.
E-CRM
Voice, E-mail And
The Web: The Three-Lane Highway To The Latest In Routing Technologies
By Carl Schoeneberger, Nuasis
After more than 15 years, the principal
goal of contact centers remains the same ' route the right contact to
the right agent at the right time. Recent trends have made that challenge
much more difficult as more and more organizations find themselves
operating multiple contact centers and allowing customers to reach agents
through the medium of their choice: telephone, e-mail or Web. Multisite,
multimedia routing, in particular, becomes a complex and costly issue.
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