Customer Interaction Solutions articles from December 2008

Customer Interaction Solutions archives from December 2008

Putting America First.(Publisher's Outlook)(Editorial)
December 1, 2008... Q: How Do You Screw Up A Perfectly Great Economy? A: Ask Alan Greenspan Part 2 Please read Part 1 of this editorial which originally appeared in the March 2001 issue of Customer Interaction Solutions magazine as a pre-requisite to...

Surveys and market research--using the contact center to provide knowledge.(Innovative SOLUTIONS)
December 1, 2008... Surveys are an indispensible tool for evaluating a host of strategic issues to maximize value and minimize risk. They can be used for brand positioning and segmentation, to enhance customer satisfaction and acquisition and even to increase...

8 Steps to great customer service.(High Priority)
December 1, 2008... In an age where customers are looking for quality customer service and companies are cutting costs, how does one find that delicate balance where both parties are satisfied? RightNow is one company that has figured it out and is storming the...

Political prescription.(On The Line)(Column)
December 1, 2008... As I write this column, we are just coming up on the election. What is going to happen? Who is going to win? For teleservices, without a doubt the outcome is already determined... more attempted regulation. I feel obligated to give the...

Hosted/SaaS vs. premise: pros & cons.(Headset)
December 1, 2008... In these days of scary economic news (and 2009 budget planning that often reflects that uncertainty) many contact centers are considering a question that has been bubbling under the surface for a couple of years now. That is: Is it a good idea...

Boardroom report.(Company overview)
December 1, 2008... The Boardroom Report provides the CRM, customer interaction and call center industry's view from the top, featuring the sector's first in-depth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, analysis, trends...

Expectations and resolutions at the end of a challenging year: why now is the time to invest in service.(Listen and Learn)
December 1, 2008... Until the middle of this decade, the most visible displays of real-time data in call centers were from reader-boards and wallboards that contain light-emitting diodes (LEDs). The types of electronic displays you now find in call centers are far...

Buyers' guide 2009.(Buyers guide)
December 1, 2008... ACD Products 1. Auto Attendants 2. Call Diverters 4. Digital Announcers (ACD) 5. Message Boards 7. Software 11. Billing 12. Call Accounting 13. Call Center Design/Facilities Management 14. Call Center...

How to close the deal during tough economic times.(Innovative SOLUTIONS)
December 1, 2008... During this economic downturn, it's tempting to change four sales strategy to put pressure on hesitant clients. However, the most effective salespeople stick to an established process that focuses resources on the most promising prospects....

What are some common best practices for post-call satisfaction surveys?(Ask the EXPERTS)
December 1, 2008... I've been working to convince my executive team that our contact center is a legitimate revenue center, based in large part on service I consider to be more than satisfactory. I can produce internal service metrics to prove my point, but our...