TMCnet E-News

What's Hot in CRM

Performance Management Drives Efficiency in the Contact Center
Directory Assistance As A Value-Add Proposition
Performance Management Channel Launches on TMCnet
SugarCRM 'Full Monty' Offered by BT
Avistar Picks NICE for Compliance & Risk Management for VoIP Interactions in Videoconferencing
Working While Sick Does Not Lead to Productive Environment
Hosted Contact Centers Could Better Position Company in Tightened Economy
VoltDelta & Dial Directions Intro Voice Activated Driving Directions
Workforce Optimization for the Back Office
CRM Provider NetSuite, BT Announce Reseller Deal
ContactBabel Invites U.S. Call Centers To Participate In Study
Egypt Gaining Ground as Global Contact Center Competitor
SKY Network Television Picks Convergys CRM and Billing Solution
Motorola's ECare 5.2 CRM-Integrated Customer Care Product Released
LiveOps Follows Model To Corporate Philanthropy
Computing Industry Pendulum Swinging Toward SaaS, On-Demand, Web 2.0 and 'Cloud Computing'
CRM Revenue To Hit $9 Billion in 2008
TuVox to Support Intelligent Customer Front Door
Avaya extends HR Management Contract with Convergys

You might be interested in this relevant, free White Paper.

Best Practices for Implementing a First Contact Resolution Program in the Contact Center
First contact resolution (FCR) is the KPI attracting the most attention among contact center and customer care executives today. Yankee Group believes that FCR is the foremost KPI in evaluating a contact centers overall operating performance. The benefits of FCR improvement include overall customer call reduction, a decrease in call center rework, improved service, enhanced customer satisfaction, incremental up-sell and cross-sell opportunities and increased opportunities for high value customer interactions.

You might also be interested in these relevant, free Webinars.

Unified Communications for the Contact Center
The Five Reasons Enterprises Should Move From an IVR to a Voice Portal


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