June 2000
Magazine Features
Call Center Dividends
Jason Compton //
25 May 2000
The electronic banking trend offers many conveniences, but also presents customer satisfaction and retention challenges. As banks are getting more wired, the call center is becoming a crucial component for banking industry success.
Valuing Customers
Kristi Nelson //
25 May 2000
To maintain customer loyalty in an impersonal age, banks are turning to CRM technology
Giving Online Customers More
Cristina Eichner //
25 May 2000
a web-based health and wellness e-tailer recognizes that great customer service is part of the prescription for success.
Profits Soar When Airlines Listen
Julia McCandless //
25 May 2000
Airlines can focus on revenue-generating interactions by using speech-recognition technology to handle nonpurchase questions.
Remote Control: Reducing the Risk of Outsourcing
Jason Compton //
25 May 2000
Outsourcing call center services can save you money and meet quickly expanding needs--but you need to be sure that outsourced processes are aligned with organizational priorities.
Syncing In
Michael A. Feldstein //
25 May 2000
Evaluate and improve the effectiveness of your sales force training.
Technically Speaking
Julia McCandless //
25 May 2000
Lockheed Martin's help desk takes control of customer relationships.
The Presenter's Toolkit
Wendy K. Webb //
25 May 2000
New lighter, faster, technology makes it easier than ever to take your presentation show on the road.
Reality Check
Profiling a Chief Customer Officer
Ginger Kernachan Cooper //
25 May 2000
The emerging position of chief customer officer places a new focus on putting the customer first.
REAL ROI
Making It Personal
Danna Voth //
25 May 2000
MediaOne sales reps and service agents use E.piphany solution to offer products and services to callers.