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CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER INTER@CTION Solutions Magazine’s
Sixth Annual CRM Excellence Awards, Part I
For the sixth consecutive year, the editors of Customer Interaction Solutions dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. In this issue, we present Part One of the winners...
OUTSOURCING TELESERVICES
Simulation Training: The Power Of Continuous Performance Optimization
By Wade Baker, Sivox Technology Inc.
There are more than 160,000 call centers in operation worldwide. These centers are facing increasing challenges, including globalization, the need for more knowledgeable call agents, pressure to reduce training costs and rapid acceleration in call volumes...
Fix It Now: Using On-Demand E-learning To Stop Bad Habits
By Henry Lach, Syntora
E-learning has gained momentum in call centers as a tool that is used in conjunction with classroom-based training to keep agents’ skills at the level required to meet customer service goals...
INNOVATIVE IDEAS FROM TELESERVICES EXPERTS: A Special Editorial Series Sponsored By West Corporation
West Corp Can Help You Maximize Customer Service Savings By Using VoIP
By Steve McCoy, Director, Strategic Technology Planning
This Is The Best Thing EVER! ...Don’t Tell Anyone
By David R. Butcher, Assistant Editor, Customer Interaction Solutions
CONTACT CENTER TECHNOLOGY
The Real Case For The Home-Based Agent Model
By Jim Ball, Alpine Access
Terms such as “home-shoring” are creeping into the call center vernacular, implying that companies should...
Virtualize Your Contact Center
By Hollie Moran, Aspect Communications Corp.
For organizations operating several contact centers, each site is frequently ill-designed to meet local or regional requirements...
INNOVATIVE IDEAS FROM THE NEXT-GEN CONTACT CENTER EXPERTS: A Special Editorial Series Sponsored By Telephony@Work
IP Contact Center Technology: Eliminating The Risks (Part V)
By Eli Borodow, Telephony@Work and Kevin Hayden, TELUS Communications Inc.
The Benefits Of Distributing The Call Center
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
IP CONTACT CENTER
The Next Step In The Evolution Of Customer Care: The Customer Interaction Network
By Don Proctor, Cisco Systems
Clearly, businesses understand the importance of improving the contact center, and the technology to accomplish this is available. As companies embrace Internet Protocol (IP) as the foundation of their business networks...
INNOVATIVE IDEAS FROM THE MULTIMEDIA CONTACT CENTER SOLUTIONS EXPERTS:
A Special Editorial Series Sponsored By Interactive Intelligence
The Elusive Achievement Of IP Contact Center ROI: Ten Reasons Why Contact Centers Migrating To IP Telephony Don’t Hit Their ROI Projections-And What You Can Do About It
By Peggy Gritt, Interactive Intelligence Inc.
Returning To The Old IT adage Of “Garbage In, Garbage Out”
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
SPEECH-WORLD
Speech-World News & Definitions
Design Issues In Multilingual Applications
By Tom Houwing and Paul Greiner, VUI Group, VoiceObjects
Anyone who calls into an IVR (interactive voice response) system and experiences the “hear and feel” of the interface will necessarily form a mental model of the interaction. Drawing on past experiences and cultural norms, the caller’s expectations about how to interact with the system will be set.
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