Customer Interface

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Articles in March, 2002 issue of Customer Interface

• Inova launches LightLink Direct wallboards. (Agent Productivity Tools).(Brief Article)(Product Announcement)
• Online customer service catches up. (Online Service).(Answerthink tracks Web retail customer service)(Brief Article)
  by Fraser, Sarah
• Eyretel's Asia Pacific/Latin America region.(Angela Peters named vice president of marketing)(Brief Article)
• BellSouth Corp. (The Biz).(Brief Article)
• Communite centralizes communication services. (Unified Messaging).(Brief Article)(Product Announcement)
• Ask a question, show you care: simple, non-threatening queries build strong agent relationships. (Point Of View).(employee relations with sales representatives)(Brief Article)
  by Coen, Dan
• logicalDetective eases monitoring, testing and diagnosing of telephony events. (CTI).(Brief Article)(Product Announcement)
• Avaya. (The Biz).(Brief Article)
• Call Centre & CRM Solutions: Canada's Premier business event: Call Centre & CRM Solutions Canada kicks off in Toronto March 25th.(Call Centre and CRM Solutions Conference and Exhibition)
  by Karr, Angela
• Principles of effective monitoring: propel your monitoring program beyond individual training & development.
  by Gibson, Rebecca
• Tinker Federal makes wise investment. (The Biz).(Brief Article)
• For the record.(Brief Article)
• Envision Telephony Inc.(hires Marco de Jager, Jim Reverman)(Brief Article)
• Edify debuts new feedback and analysis application. (CRM Analytics).(Brief Article)
• Eyretel product eyes call center metrics. (CRM Analytics).(Eyretel Ltd. introduced Performance Manager software)(Brief Article)
• Latest upgrades and enhancements. (Tools Technologies).
• Call_Solutions.(Carlos Medina named vice president of Business Development)(Brief Article)
• Interactive Intelligence.(David N. Hudson named vice president of sales for Japan, Asia Pacific)(Brief Article)
• Sainthood. (Perspectives).(Brief Article)(Column)
  by Crawford, Liz
• Ask Jeeves, PeopleSoft and Intecom announce strategic buys. (Mergers & Acquisitions).
  by Fraser, Sarah
• Call routing set to achieve gains. (Call Routing).(Frost and Sullivan says that voice-based solutions are good for customer communication)(Brief Article)
  by Fraser, Sarah
• EDS' Customer Relationship Management (CRM).(Electronic Data Systems Corp. names Paula Kruger general manager)(Brief Article)
• iSKY. (The Biz).(Brief Article)
• More than meets the ear: speech recognition serves up sound benefits for customer contact centers, its agents and customers. (Tools & Technology).
  by Kennedy, Sarah
• Events.(Brief Article)
• Out of service. (First).(Brief Article)(Column)
• WRQ ships software designed to unlock and reuse existing applications. (Integration Tools).(Brief Article)(Product Announcement)
• Bringing voice-over-IP to the call center. (Cover Story).
  by Tuck, Larry
• New data server boosts CRM performance. (Database Management).(MaxScan Inc.)(Brief Article)
• Concerto Software.(Kristina Lengyel, Ralph Breslauer named as vice presidents)(Brief Article)
• Playing the name game: will these new company names stand the test of time? (Reality Check).(Brief Article)(Column)
  by Stockford, Paul
• Many retailers cannot identify most valuable customers. (CRM).(Brief Article)(Statistical Data Included)
  by Fraser, Sarah
• Targeted incentive programs: a sure-fire way to boost motivation: in order for an incentive program to thrive, it's vital call center staff truly understand what it takes for them -- and the company -- to succeed.
  by McIntyre, Nina
• Verizon Wireless. (The Biz).(Brief Article)
• Reducing call center turnover.(employee retention)(Statistical Data Included)
  by Robb, Drew
• Envision Telephony Inc. (The Biz).(Brief Article)
• PeopleSoft. (The Biz).(Brief Article)
• Wait, there's more! (In Box).(Letter to the Editor)
  by Rosenberg, Art
• 60 second survey. (In Queue).(Dr. Jon Anton conducts call center surveys)(Brief Article)(Statistical Data Included)(Polling Data)
  by Anton, Jon
• The future of call center outsourcing. (Outsourcing).(as reported by Frost and Sullivan)(Brief Article)
  by Fraser, Sarah
• AAA Oregon/Idaho. (The Biz).(to use TotalView SC from IEX)(Brief Article)