 CRM Column
Read CRM columns created by experts in the contact center industry. These columns provide information on a broad variety of topics such as analytics, on-demand solutions, outsourcing, speech, web self-service software, call center workforce optimization products and much more. |
 Executive Interviews
Read exclusive interviews with top management executives.
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 Customer Service Focus Column
presented by Lior Arussy, Founder and President of Strativity Group. Arussy developed the CEM methodology and is working with global 2000 clients to develop and implement customer service strategies. Prior to founding Strativity Group he held the position of Corporate Vice President - General Manager, CEM Product Division at NICE Systems where he pioneered their Customer Experience Management strategy and turned it into a market segment. For his thought leadership and contribution to the industry, Arussy received CRM Magazine's "2003 Influential Leaders" award. Prior to joining NICE, Mr. Arussy was Director of Worldwide Marketing for Hewlett-Packard's Internet Security Division and held various executive positions at other international high tech companies |
 Legal Issues Column
presented by Manatt, Phelps & Phillips, LLP, a law firm known for extraordinary commitment to call center clients, quality, integrated, relationship-based services, and for a range of specialized legal capabilities typically found only in boutique firms. Their services include: advertising; antitrust; banking; bankruptcy and financial restructuring; corporate finance and securities; environmental; government and regulatory; healthcare; insurance; intellectual property, including patent, trademark and copyright issues; internet and e-commerce; labor and employment; litigation and trial; mergers and acquisitions; motion picture and television; music; real estate and land use; tax, benefits and compensation; and venture capital. |
Speech -IVR Column
presented by Donna Fluss, Principal of DMG Consulting LLC, specializing in customer-focused business strategy, operations and technology for Global 2000 and emerging companies such as PeopleSoft, Nortel, Real Networks, Stride Rite, Nice and Roadway Express. With more than 20 years experience in customer relationship management (CRM) and contact centers, Ms. Fluss is a recognized leader and visionary in all areas of CRM and a highly sought after writer and speaker. She is a news columnist for ICCM Weekly and a contributor to Call Center Magazine, 1to1 Magazine, Line56.com and Europecontactcenter.com.
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Outsourcing Column
Founded in 1987, OKS-Ameridial is a contact service bureau offering complete Outbound and Inbound call center voice services blended with eBusiness and eService support including live web-chat and email management solutions. More than 500 professional service agents in nine automated contact centers serve approximately 300 unique clients.
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 Trade Shows
Information for contact center professionals: call center product trade shows, news on products and services in these trade columns.
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Furniture and Design Columns
Interior Concepts is a leading manufacturer of furniture for the call center environment. From initial idea to final details, Interior Concepts does whatever it takes to make sure your project goes as smoothly as possible.
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