Customer Interface

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Articles in March, 2003 issue of Customer Interface

• The Texas Exes. (The Biz).(University of Texas at Austin alumni association, Convio Inc.)(Brief Article)
• 10 tips for teaching techies to talk: your technical support employees can make or break customer loyalty. Here's how to help them say the right things to build better customer relationships. (Human Relations).
  by Durkin, Dianne
• DirectQuest: performance and compliance. (Products to See at the Show).(Castel, call management solution)(Brief Article)
• GMT Planet[TM] includes workforce optimization and tracking for email. (Products to See at the Show).(GMT Corp., GMT Planet 8.10)(Brief Article)
• Quiz: which CRM vendor ranks as highest software company in the Inc. 500? (In Queue).(customer relationship management software; Blue Pumpkin Software Inc.)(Brief Article)
• American Eagle Outfitters, Inc. (The Biz).(uses QRS Corp.'s QRS Sourcing)(Brief Article)
• CRM: the next big thing (again)? Is the Rodney Dangerfield of software due for a comeback? (Spotlight On).(customer relationship management software)
  by Tuck, Larry
• Businesses face technology obstacles to answering changing customer needs. (In Queue).
• Sacramento selects Group 1 to manage utility billing. (The Biz).(City of Sacramento, California, Group 1 Software Inc., DOC1 Suite)(Brief Article)
• Datex offers complete customer lifecycle management. (Products to See at the Show).(Datex Inc.)(Brief Article)
• Approaching oral knowledge: phonetic technology helps capture transaction data. (Enterprise Solutions).(call center applications)
  by Cotter, Marianne
• Will this be the year? IT watchers say many signs point to a rosier picture for the software business in 2003, and customer-facing applications like call centers and CRM will lead the way. (First).
  by Tuck, Larry
• Canadian Call Center Market in bloom. (In Queue).(Brief Article)
• Call Center Canada scheduled for April 14-16. (In Queue).(Calendar)
• New CRM books to read. (In Queue).
• iVoice, Inc. (The Biz).(installs Speech Enabled Auto Attendant at Gold Kist Inc. )(Brief Article)
• 15th annual Call Centre Canada conference & exposition.(Calendar)
  by Gold, Doug
• FTC announces final amendments to telemarketing sales rule: agency says the bill will give consumers more control over telemarketing calls; industry sources say a Federal rule is unnecessary. (Call Center Issues).(U.S. Federal Trade Commission, Direct Mar
  by Tuck, Larry
• Cross selling: the call center's sweet spot: cross selling is the key to getting the most out of every call. (Human Relations).
  by Kozub, Mike
• Who's mining the contact center? Practicing knowledge management in call centers that operate on razor-thin margins is no easy task--but might be worth the trouble.
  by Cotter, Marianne
• IEX, a Tekelec company. (The Biz).(IEX Corp., IEX TotalView Workforce Management system implemented by Spherion Corp., Outsourcing Group )(Brief Article)