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 Welcome to the latest edition of callcentres.net's contact centre industry focused magazine, Executive Briefing. This edition titled 'Customer Relationship Management - Back in Vogue' examines the evolution from traditional CRM to the new CRM which now involves various forms, such as Customer Experience Management, Workforce Optimisation and Customer Interaction Management.
Based on feedback from you our readers we've expanded our coverage to include regular sections on the four key areas of contact centre operations: Customer Experience Management, Telecommunications, Technology, & Human Resources.
Dr Catriona Wallace also offers her perspective on CRM, it's definitions and future use in contact centres.
Featured articles in this edition:
- The great leap forward? CRM has long promised the world. Can this technology finally deliver for the contact centre?
- Happy without CRM? Three contact centres explain their very different CRM strategies and experiences.
Customer Experience Management:
- The customer service difference. Taking time to manage the customer experience can be a powerful and sustainable differentiator.
Telecommunications:
- Going remote: the broadband agent. Explains the technology to make home-based agents a reality.
Technology:
- WFO evolved: customer feedback. When should you survey your customers? Can it improve your contact centre team performance?
Human Resources:
- Boosting agent retention. Learn how Acer Computer has increased agent retention through a one-year customer service career plan.
This publication is FREE and you can get your copy by submitting your details below. | 
