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June 2004


CUSTOMER INTER@CTION Solutions' Magazine's Fifth-Annual
CRM Excellence Awards

For the fifth 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.


Optimizing Customer Experiences:
Bridging Front-Office Contact Centers And Back-Office Departments

By Oscar Alban, Witness Systems

Performance improvement throughout the customer service value chain has become one of the top priorities of leading companies around the world. As more organizations aspire to elevate customer service from an isolated part of the business to a strategic enterprise asset, the view of customer service is changing from a detached business function to an integrated set of business processes. Business plans for most organizations call for creating positive customer experiences across channels, which is revealing customer service as a true enterprise interest that spreads across many functions of the company.


Looking For Reasons To Record? Now There Are More Than Ever

By John Kaiser, Dictaphone Corporation

If you're a contact center manager, you probably have one of the toughest jobs on the planet. In many ways, your company's success rests on your contact center and the actions of your agents. Your contact center agents wield tremendous power. Each time they pick up the phone and speak to a customer, they are ' for better or worse ' 'your company.' What they say and how they say it can drive sales, or drive customers away. Your contact center is also, in many ways, the voice of your customers ' a place where customers freely express their opinions, desires and dissatisfaction.


Don't Ignore Your Other Workforce: The Automated Agent

By Frank Moreno, Empirix

Few would debate the importance of a customer's first impression of a contact center. Not only can that initial interaction impact the result of a particular call; a bad first impression can tarnish your company's brand, drive up costs and drive away customers. But when it comes to quality assurance efforts in the contact center, why is it that the first thing the customer hears is typically ignored?



Educate Your Agents And Reduce Turnover: Can E-learning Help?

By Todd Beck, AchieveGlobal

Managers in organizations of all types and sizes have grappled for years with the question of the value of training for 'revolving-door' organizations with high employee turnover, such as contact centers. With contact center staff often serving as the primary source of customer support after the sale, their level of product knowledge and interpersonal skills are critical factors in maintaining a company's competitive edge. And for outsourced contact center operations, their very survival depends on the performance of frontline agents. Although success begins with selection and hiring, the real key is how well the organization equips its contact center staff with the tools and skills they need to deliver on the company's value promise while meeting their own personal and professional goals.

Has A Chat With Cisco


The Basics Of Calculating Call Center

By Penny Reynolds, The Call Center School



Home-Based Agents: A Cost Saving Alternative To Offshoring? An Insightful Q&A With West Corporation




September 2002

   Publisher's Outlook

   High Priority!


TMC Labs Review: Siemens Information and Communication
Networks, Inc.

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