Customer Interface

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Articles in September, 2002 issue of Customer Interface

• Prosodie Interactive. (On The Move).(Dana Love hired)(Brief Article)
• Events.
• Latest upgrades and enhancements.(Brief Article)
• A primer on e-learning. (In focus: e-learning trends).(online learning and training services)(Brief Article)
  by Lustig, David
• Workforce management software: there's more to workforce scheduling than planning lunch breaks, and workforce management software can help. (Spotlight on).
  by Perez, Jennifer Anne
• HigherGround announces expanded capabilities in new Agent Evaluator. (CRM Analytics).(Brief Article)(Evaluation)
• Nortel Networks number one contact centers, researchers say. (Category).(Brief Article)
• Primus Quick Resolve accelerates productivity of tier-one agents. (Customer Service).(Brief Article)
• 60 second survey. (In Queue).(Brief Article)(Polling Data)(Statistical Data Included)
  by Anton, Jon
• 10 named as 2002 Users Choice Award winners: top contact center and CRM products and services are recognized by those who are in a position to know them best--the customers who use them every day.
• Thrifty speaks to its customers: car rental agency deploys speech recognition to improve customer experience while reducing costs.
• Philips launches SpeechPearl 8.0 speech recognition engine. (Speech Recognition).(Brief Article)
• CRM shortfalls blamed on lack of management support. (CRM).(Brief Article)
• Pipkins adds automation to workforce management software. (Workforce Management).(Vantage Point Version 8.0)(Brief Article)
• Star Users benefit from technology choices: RealMarket honor's user's favorite customer contact technology; Customer Interface recognizes those who put technology to use.(Brief Article)
• E-learning and call centers: why e-learning is perfect fit for agent training, enabling a company to keep reps motivated and their jobs interesting. (In focus: e-learning).
  by Lustig, David
• Effective call center supervision: understanding the supervisor's responsibilities in the call center. (Point Of View).(Brief Article)
  by Coen, Dan
• Texas Digital Systems, Inc. (On The Move).(Jonathan Fitzpatrick named president, chief operating officer)(Brief Article)
• Alcatel. (On The Move).(Tom Eggemeier named channel development vice president)(Brief Article)
• There's nothing like a good chat: good agents are hard to find--but maybe not as hard as I thought. (Reality Check).(Brief Article)
  by Stockford, Paul
• Internet support works for most, survey finds. (Customer Support).(Brief Article)
• 2002 ICCM Best of Show Awards: 15 companies are recognized for outstanding call center and CRM products and services.(customer relationship management)
• Daycom Systems. (On The Move).(Jeff Davids named chief financial officer)(Brief Article)
• Teltone adds remote voice solution to OfficeLink product family. (CTI).(Brief Article)(Product Announcement)
• Message personalization, targeting delivers higher response, retention. (Relationship Marketing).(Brief Article)
• Multi-challenge management: a multichannel customer contact strategy can be profitable or perilous. Proper management makes the difference. (Cover Story).(customer service management techniques)
  by Perez, Jennifer Anne
• Retailers gain on banks in call center quality study. (Customer Service).(Brief Article)
• Study shows big savings for speech recognition users. (Voice).(Brief Article)
• Reason for optimism. (First).(Editorial)
  by Tuck, Larry
• TeleSpectrum. (On The Move).(James Wallace hired)(Brief Article)
• Workforce planning tool for outbound calling campaigns. (Workforce Management).(Brief Article)(Product Announcement)