Note

Summary of Reports

 Epicor

 Group 1 Software

 Hornbill Systems

 JI Group

 Lagan

 Onyx Software

 Pivotal

 QGate Software

 Saratoga Systems

 Softlab

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version of the full report

Management Briefings

 Market Overview & Analysis | Part 2

 Expert Opinion: Richard Boardman of Mareeba CRM Consulting

 View from the Top: ING Investment Management | Part 2

 Relationship Management: Steve Downton | Part 2

 Partner Management: Gino Morelli of IF International | Part 2

 Customer Focus: Andrew Broome | Part 2

 Strategy Issues: Michael Collins, a managing consultant at Database Marketing Counsel | Part 2

 Technology Issues: Rob Brickle of Bsquared Consulting | Part 2

 Relationship Management: Jeffrey Peel of Quadriga Consulting | Part 2

 Contact Centre Management | Part 2

 Evaluation Centre: Details of CRM available on our partner website, www.evaluationcentre.com

Penny Bousfield and Guy Fielding of CM Insight and Ross McKean and Duncan Reid-Thomas of Baker & McKenzie suggest the best approach to contact centre outsourcing.

Driving customer satisfaction - Part 2 | Part 1

Simply stated, the design of the contact centre solution should be dictated by the following parameters:

1. The level of service the organisation wishes to provide to its customers.

2. Budget availability, not simply on the basis of the total cost of service delivery or on the short-term ROI to be gained through productivity improvements, but on the longterm business value they can deliver through improved revenue enhancing outcomes.

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Conspectus 2006

Copyright © 2006