CONTACT CENTER/CRM
		In today's fiercely competitive marketplace, outstanding customer service is the key to retail success. Contact centers are the front line in the battle to win customer loyalty, so it is essential to equip them with the best technology, agents, and processes. Customer relationship management (CRM) solutions combine these elements to provide the optimal mix of customer service and data management. For case studies and advice, check out the articles below.

cellpadding=0 cellspacing=0> cellpadding=0> TAKE TWO When the holidays approach, you've got to ramp up, even during an economic downturn. Whether you prefer to put the pedal to the metal or to sit idling... The Big App The minute she walked into my office, I knew she was trouble. Trouble, with a capital T, and that rhymes with C, and that stands for CRM. Before I even... Power Broker SPECIAL SERIES FORECASTING, PART 2 Shortly after Scholastic Inc. started using new workforce management software at its Missouri-based customer contact... CRM at the crossroads The good news is, it's February! OK, that may not seem like much, but think of it: This means you've survived the Big Holiday Shopping Season (such as... Calling All Agents Employees have hardly been at the forefront of companies' priorities in the past year, but in at least... Out of Service “If You Think Customer Service Stinks Now, Brace Yourself,” cautioned the headline of a press... IT Budgets to Stay Flat This Year THE UPCOMING YEAR will be far from stellar for IT vendors, according to an AMR Research survey on technology... Easy Rider Consider the “e.” Never, perhaps, has a single letter had such dramatic ups and downs in popularity... super balance All Superman had to do was jump over tall buildings. You, by contrast, must boost your facility's operating... Five Aces Business is no game, and it's too important an activity to leave the results to chance. An ace in the hole... Easy Access Easy assembly. Easy access. Easy on, easy off. We're so accustomed to these clichés that the word... A Passage to India Should you move your call center off shore? As with any business decision, it comes down to weighing risk... 2002: THE YEAR WE MAKE CONTACT? It wasn't supposed to be like this. 2001 was to be the year when colonists on the Moon discovered a black... The 3-D Customer Everything is going digital. Just think of all the little computer chips that surround us — in our... HOW DOES YOUR CALL CENTER GROW? The rows of tomatoes you plant as seedlings in your back yard or the flowers you lay out every spring in geometric patterns to impress your neighbors...