Customer Interface

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Articles in November, 2002 issue of Customer Interface

• Key factors for successful enterprise-wide data quality. (Knowledge Management).
  by Dubois, Len
• Developing effective customer access strategy: as customer contact points proliferate, you need a cohesive plan to turn your customer service vision into operational reality. (Strategy).
  by Cleveland, Brad
• Study highlights trends in rewarding, retaining call center reps. (HR/Training).(Mercer Human Resource Consulting survey)
• Salesforce.com releases Team Edition. (CRM).
• 13th Annual Call Center: Las Vegas conference & exposition. (The Great Customer Service Strategies Mean Success!).
• Insight RT helps companies listen to their customers. (Analytics).(from Island Data Corp.)
• Convergys' ICOMS Web Self Care 2.0 helps control costs, drive subscriber satisfaction. (Web Self-Help).
• Brooktrout delivers advanced call recording platform. (Call Monitoring & Recording).(RealBLOC DR-A)
• 60 second survey. (In Queue).
  by Anton, Jon
• ASPs: 2 models that work.(application service providers)
  by Stockberger, Lisa
• Help Desk Institute launches HDI eUniversity; offers online training for service professionals. (HR/Training).(Brief Article)
• TuVox 2 CVR automates broad spectrum of call functions. (Speech Automation).
• Focusing your organization on customer satisfaction: customer experience management turns satisfaction metrics into actionable knowledge, driving revenues and profit. (Cover Story).(customer experience management)
  by Fluss, Donna
• Spotlight on: speech rec./interactive voice response. (Tools & Technologies).(speech recognition; includes list of companies )
  by Perez, Jennifer Anne
• NetByTel adds VoiceXML 2.0, SMS messaging and outbound calling. (Voice Recognition).
• Call distributor, phone system and voice announcer in one unit. (ACD).(automated call distributor)
• Witness[ing] a shift in the call center: witness systems stays ahead of the pack in the call center storm. (In focus: e-learning).(Interview)
  by Fraswer, Sarah
• Are you `dissing' customers? Researchers say consumers think you are. (Customer Service).(Rockwell FirstPoint Contact and Roper ASW survey)(Brief Article)
• 2002: our annus horribulus: looking for a ray of hope in tough times. (Reality Check).(Column)
  by Stockford, Paul