SHORT TAKES: Snake Oil  Jul 01, 2001 9:30 PM By David Pluviose

A software vendor tells you he has a CRM package that will double your customer base and quadruple your profits in 90 days. Don’t buy it! According to

HOW DOES YOUR CALL CENTER GROW?  Jul 01, 2001 9:30 PM By MCM staff

The rows of tomatoes you plant as seedlings in your back yard or the flowers you lay out every spring in geometric patterns to impress your neighbors

FYI: All By Myself  Jul 01, 2001 9:30 PM By MCM staff


SPLIT PERSONALITY  Jul 01, 2001 9:30 PM By MCM staff

An automated e-mail response costs about 25 cents per incident, compared to $1 for knowledge-based self-service, $6 for interactive voice response, $8

CUSTOM BLENDS  Jun 01, 2001 9:30 PM By Susan W. Capparelle

Get a bucket, shake, and pour. Blending your choice of new technologies can create a customized solution for your contact center

Lip Service  Jun 01, 2001 9:30 PM By Rama Ramaswami

You may like your VOIP with a dash of CRM, but most contact centers go for the online meat and potatoes, as our special benchmark report reveals

Can This Relationship Be Saved?  Jun 01, 2001 9:30 PM By Rama Ramaswami

We admit it: We used those shockingly red lips on our cover to grab your attention. But what’s in our special section on contact centers is attention-grabbing as well.

Where Are They Now?: The Annotated First Catalog Age 100  Jun 01, 2001 9:30 PM By MCM staff

When trying to figure out where you’re going, sometimes it helps to look at where you came from and how you got to where you are today. With that in mind,

Gold Collar CSRs  Jun 01, 2001 9:30 PM By Lisa Napell Dicksteen

Companies are realizing that the most significant investment they can make is not in their databases or computers, but in their customer service staff

Sticker Shock  Jun 01, 2001 9:30 PM By Richard Sawyer

Pay up or lose: An in-depth look at the soaring costs of electronic customer relationship management

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