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1. LOG ON: Makin a wood stove hotter. 2. LOG OFF: Don't add no more wood. 3. MONITOR: Keepin an eye on the wood stove. 4. DOWNLOAD: Gettin the farwood off the truk. 5. MEGA HERTZ: When yer not kerful gettin the farwood. 6. FLOPPY DISC: Whatcha git from tryin to carry...

Three inbound and three outbound agents are traveling by train to a conference. At the station, the three inbound agents each buy tickets and watch as the three outbound agents buy only a single ticket. "How are three people going to travel on only one ticket?" asks...

Presented by: BCG International Thanks to CRMXchange.com SUMMARY For two years the Help Desk call center for a Fortune 500 company had been experiencing severe problems. Calls had an abandon rate of 34%, frequently the ASA was 45 minutes plus, and performance was not...

The Benefits and Considerations of Outsourcing Epigraphx 750 Broadway Redwood City, CA 94063 650-298-0100 www.epigraphx.com Thanks to CRMXchange.com EXECUTIVE OVERVIEW There's a lot more to the automated fax/communication services market than there was just a few...

Providers can dramatically cut costs and increase customer satisfaction through adoption of web self-service customer care. KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in July 8 the findings of a recent survey which revealed...

Real-time analytical software helps Vodafone optimise service to customers. In April, DataDistilleries, a predictive real-time analytical software leader, has signed an agreement with Vodafone in the Netherlands involving the purchase of its Real-Time Suite. Vodafone...

Belgian regional government expands contract scope for citizen information service; agrees to 5 year renewal. SITEL Corporation (NYSE:SWW), a leading global provider of outsourced customer support services, announced in May 7 that the Flemish Government, a regional...

SITEL Central Europe implements the Altitude uCI 2000 Plus suite and the two companies will jointly market next-generation CRM solutions. Altitude Software EMEA Regional Headquarters, Altitude Software, a global technology leader of contact centre solutions for...

by Dick Lee, High-Yield Marketing With thanks to CrmGuru.com. How many ways have we tried to define CRM? Well, let me count the ways—which is almost synonymous with counting the number of definitions offered that fell flat, not to mention the even larger number that...

SN Brussels Airlines selected SITEL to deliver in Belgium and Luxembourg. SITEL Corporation (NYSE:SWW), a leading global provider of outsourced customer support services, announced in May 29 that SN Brussels Airlines has selected SITEL to deliver customer service to...

by David Sims, CRMGuru.com Contributing Editor Thanks to CRMGuru.com If you could sum up in one word the outcome of all smart CRM decisions, that one word would be "loyal relationships." And anyone who thinks "loyal relationships" is two words needs to keep reading....

KANA's Marketing Solution Chosen for Scalability and Ability to Provide Insight Into Marketing Campaigns. KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in May 1 that NEOPOST, a worldwide leader in mailing, addressing, document...

Knowledge Base Solutions Combined with External-Facing Personalisation Capabilities Address Key Customer Concerns and Allow Companies to Provide Positive Customer Experiences. KANA (NASDAQ: KANA) the leading provider of external-facing eCRM solutions, announced in...

Catalyst industry bounces back – Around 700,000 visitors attend eight-day show – Basis for economic turnaround created – Transition to ”top management event” Catalyst industry bounces back – Around 700,000 visitors attend eight-day show – Basis for economic turnaround...

Leading Online Retailer of Bags and Accessories Experiences Dramatic ROI and Reaches Profitability While Driving Down Marketing Costs. KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in May 14 that eBags, the world's leading...

KANA's External-Facing eCRM Solution Enables Businesses to Meet Growing Customer Demand at Lower Costs. KANA, the leading provider of external-facing eCRM solutions, announced in June 27 that through a recent scalability and performance benchmark, its market-leading...

KANA announced preliminary results for its fiscal second quarter ended June 30, 2002. KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in July 2 preliminary results for its fiscal second quarter ended June 30, 2002. For the second...

Study Points Public Sector Toward the Need for Web-Based eCRM Solutions that Produce High-Quality Interactions at Low Costs. KANA (NASDAQ: KANA) the leading provider of external-facing eCRM solutions, announced in June 25 results from a study on customer service...

Customer Communication via the Web Results in High-Quality Interactions at Low Cost. KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in June 18 that a recent survey of financial service customers revealed that they demand...

Highmark, Blue Cross and Blue Shield of Minnesota, Trigon Blue Cross Blue Shield, Bristol-Myers Squibb and Other Leading Healthcare Organisations Improve Customer Care While Managing Costs in the Contact Centre. KANA (NASDAQ: KANA), the leading provider of...

Industry Veteran to Build on Strong Financial Position as KANA Moves to Expand Leadership in eCRM Market. KANA(NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in June 7 that John Huyett has been named Chief Financial Officer and...

KANA Provides America West Airlines, Nissan Motor Co., Ltd., British Airways, MAN Truck & Bus and Other Global Transportation Organisations with its Web-Architected eCRM Solutions. KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced...

The editorial project of Centro de Contacto, be it the online version or the printed form, strives to live up to the highest standards of impartiality when dealing with companies and associations of the sector. The journalistic criteria will be our editorial guideline...

by Dick Lee, High-Yield Marketing Thanks to CRMGuru.com Over time, I've become increasingly uncomfortable with the level of dependency clients have been putting on my firm, High-Yield Marketing, and other CRM consulting firms. In extreme cases, this dependency extends...

Convergys Corporation announced the availability of Geneva Customer Service Agent. Convergys Corporation (NYSE: CVG), the global leader in integrated billing, employee care, and customer care services, announced in June 11 the availability of Geneva [tm] Customer...