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CIS March 2006
CIS March 2006


25 Years of Moving CRM And Contact Centers Forward
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.

In Just 25 Years, We Went From Non-Existence To A Proud Industry That Laid The Foundation For Every Corporation In America And Around The Globe.


Call Centers Are Changing Lives
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
I grew up in the call center business, and couldn’t be more proud of that fact. Over the years, call centers have been used for admirable activities such as coordinating life-saving organ transplants, blood drives and fundraising for virtually all the top charities..


Lifetime Achievement Awards For The Call Center Industry
Customer Inter@ction Solutions magazine, in the spirit of celebrating our 25th Anniversary, has been proud to designate a special group of individuals and companies as recipients of our “Lifetime Achievement Award.” In this issue, we present the second part of the Lifetime Achievement Award winners. (Part One appeared in our May 2006 issue.)

The Call Center And Teleservices Event Of The Year Celebrates The Last Quarter Century
Most industries have their big event nights...their “Academy Awards” for industry luminaries. On May 4th, TMC and Customer Inter@ction Solutions magazine had the pleasure of hosting a black-tie, red-carpet awards event that paid tribute to a group of the brightest and best knownlegends of the call center and teleservices industries in addition to celebrating 25 years of call center industry leadership by Customer Inter@ction Solutions magazine.

Highlights Of The Customer Interaction Solutions' 25th Anniversary Event
During the special night of May 4, 2006, at Customer Inter@ction Solutions’ 25th anniversary celebration, the honorees of the Lifetime Achievement Awards offered many wonderful comments about their experiences in the industry. Here, we’ve reproduced the highlights of the evening’s acceptance speeches. Congratulations to all the winners.


The Seventh Annual CRM Excellence Awards, Part II
For the seventh 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. In this issue is Part One of the winners list — the companies that offer the best and the brightest customer relationship management products and services, all to the benefit of their clients. (Part II of the list will be presented in the June 2006 issue.)

Major Trends Facing The Contact Center From The Workforce Optimization Experts A Special Editorial Series Sponsored by Voice Print, Pipkins and Syntora

One Step At A Time: How World Class Contact Centers Are Achieving
Their Workforce Optimization Goals

By Bob Webb, Pipkins, Inc.

Overcoming The Old Headache of Integration
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions


Using E-learning In The Call Center
By Melanie Stoll, Adobe Systems
The primary culprits in the customer service crisis are overly complex and insufficient agent training. Agents must cope with a wide, ever-changing variety of technical products as well as incredibly complex systems that manage customer data. Nowadays, it takes longer to get things done, especially if agents have not received adequate training on navigation of the call center’s systems.

Things to Consider When Buying A Workforce Management Solution
By Bill Durr, Principal Solutions Consultant, Witness Systems, Inc.
As the role of the contact center within the enterprise continues to expand, workforce management (WFM) has emerged as one cornerstone in an overall optimization strategy. As a result, WFM solutions and other contact center software applications are undergoing unprecedented and accelerated changes. This leaves administrators with the challenge of finding the right blends of technologies to meet the specific needs of their organizations.


Twenty-Five Years of Call Center Innovations: A Retrospective
When we began discussing this special 25th anniversary issue of Customer Inter@ction Solutions magazine, we knew we needed a retrospective: a sort of historical technological overview of this great industry, written by those individuals most closely involved with the development of the technologies that have made the call center industry what it is today. We turned to Aspect Software.


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Don't Allow Technology to Dictate Staffing Strategy
By Randy Saunders, Marketing, Cincom
Rather than allow technology to dictate staffing strategy, technology can be used to take the channel conundrum out of the staffing equation. A coordinated, single-desktop view enables agents to handle multiple contact channels with the same proficiency, because customer data and resolution tools are presented in the same, familiar interface. Read the full article at http://www.tmcnet.com

Speech Analytics: The Three Essential Elements
By Daniel Ziv, Director of Business Analytics, Verint Systems
By applying advanced speech recognition technology to spoken conversations, speech analytics solutions reveal critical insights that would not otherwise be apparent. And by measuring not just contact center performance, but all of the back-office processes and other customer touch points that shape customer perceptions, speech analytics extend the benefits of contact center recording from workforce quality to enterprise-wide customer process optimization. Read the full article at http://www.tmcnet.com

Customer Satisfaction Index Measures Quality Of Economic Output
By Al Bredenberg, Editorial Director, TMCnet

I recently reported on the release of the American Customer Satisfaction Index (ACSI) for the first quarter of 2006, which found that customer satisfaction that quarter registered its largest increase since 2003. I was curious about the rationale behind the index and its potential role as an economic indicator, so I arranged an interview with University of Michigan Professor, Claes Fornell, head of ACSI and director of the National Quality Research Center. Following are his comments to me in question-and-answer format. Read the full article at http://www.tmcnet.com

Regulatory Compliance Now Impacts Customer Support Industry
By Fred Pack, UniPress Software
As if today’s support managers don’t already have enough on their plates, they’re now being asked to comply with various government regulations, including the Sarbanes Oxley Act (SOX), American Health Insurance Portability and Accountability Act of 1996 (HIPAA) and others. Read the full article at http://www.tmcnet.com


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