SOLUTIONS Produced by: CRM Media, LLC. Contact Center. Best Practices in. RightNow PAGE 3 LESSONS IN CONTACT CENTER LEADERSHIP

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1 RightNow PAGE 3 LESSONS IN CONTACT CENTER LEADERSHIP egain PAGE 6 DOING MORE WITH LESS IN CUSTOMER SERVICE: Strategies and Best Practices Kana PAGE 7 HOW TO MAKE EVERY CUSTOMER CONVERSATION INTELLIGENT Oracle PAGE 8 TRANSFORMING SERVICE IN THE AGE OF THE CUSTOMER Verint PAGE 9 THE POWER OF WHY Astute Solutions PAGE 10 ENSURING CONSISTENT, ACCURATE AND TIMELY INFORMATION DELIVERY ACROSS ALL CHANNELS SYKES PAGE 11 INSIGHT TO CUSTOMER LOYALTY Using Customer Support to Observe Customers in Motion Best Practices in Contact Center SOLUTIONS Produced by: CRM Media, LLC Convergys PAGE 12 LISTENING TO CUSTOMERS AND PROFITING FROM THEIR ADVICE VPI Voice Print Int l PAGE 13 FIVE PROVEN WAYS TO PROACTIVELY DELIVER AN EXCEPTIONAL CUSTOMER EXPERIENCE Autonomy etalk PAGE 14 UNSTRUCTURED AND UNDISCOVERED: Enabling the Intelligent Contact Center to Tap into a Hidden Wealth of Information

2 2 April 2007 Sponsored Content CRM magazine Best Practices Series: Contact Centers... The Heart (and Eyes and Ears) of CRM Multichannel contact centers are at the heart of one of the most exciting transformations in the way organizations communicate with their customers. It is this collaboration between people, process, and technology that promises to bring the best customer service to users, while enabling a crucial feedback channel to host organizations. We re all familiar with the reasons why superior customer service is critical to retaining customers, improving satisfaction, and differentiating brands in this world of increasing commoditization. We are equally familiar with the economic imperative to deliver superior service at a lower cost per transaction. Here, leading solution providers take the evolution of multichannel contact centers one step farther and describe the emergence of a third business driver, one that will prove to be as important as improving service at increasingly lower costs. The value of the contact center as a feedback channel to the rest of the organization, when combined with the intelligence gleaned from knowledge management and other analytics technologies, will eventually elevate the contact center to the same status as sales and marketing in driving revenue. Fully integrated contact centers capture customer interaction information from all available channels (voice, , chat, web self-service) and convert that information into actionable intelligence for delivering better customer service. Organizations can then fine tune sales, marketing, and product offerings as well. The information, once a neglected byproduct of customer interactions, will become a feedback channel central to the enterprise s CRM strategy. Best-of-class companies have moved beyond the quest for a 360-degree view of the customer and will have expanded their ambitions to include a 360-degree view of other systems, including product information, corporate knowledge bases, sales, marketing, and management systems all fed by the multichannel contact center. What emerges is the possibility of actually fulfilling the early promise for true customer-relationship management. Some themes to note: Feedback The contact center is the primary intelligence-collection area for many consumeroriented companies because that s where customers interact directly across all channels. Feedback is invaluable for making myriad decisions and course corrections that keep things on track as the organization moves ahead. It also allows the business to present a seamless, consistent public face to the customer. Integration The ability to weave data from a variety of different sources to present consistent, accurate, efficient information for the customer and corporate decision-makers, from the contact-center agent to top management Intelligence The ability to distill this complex flow of information from disparate data sources, including unstructured data, and to make sense of it in a meaningful way. Many of our readers will notice that the scope of several of our special supplements overlap from web selfservice to knowledge management with this contactcenter discussion. The centralized approach will only continue to grow as technology solutions rise to meet the challenges of capturing, organizing, and processing information. I thank the companies that participated in this section for their willingness to reach out to our readers with their particular vision and message. For more information about these companies, please visit their websites or contact them directly. This section of CRM magazine will be available in PDF on our website, for your convenience. Enjoy, Bob Fernekees GROUP PUBLISHER CRM Media, LLC a division of Information Today, Inc.

3 Sponsored Content April Five Proven Ways to Proactively Deliver an Exceptional Customer Experience In today s dynamic, highly competitive business world, one of the most powerful ways to truly differentiate yourself and succeed where others have failed is to deliver an exceptional customer experience. Consistent, outstanding service builds profitable, life-long customer relationships. Sounds great, but how can you actually do it? The key to delivering an exceptional, personalized customer experience is to be proactive to identify, intervene, and optimize rather than wait and react. Within virtually every customer interaction, there is an opportunity to proactively optimize quality in real time and exceed customer expectations. With a simple shift in thinking and the appropriate enabling technologies, organizations can seize the initiative and become highly proactive in identifying and solving issues before customers and customer-facing employees are aware of them. Proactive customer care delivers a serious competitive advantage by enabling you to support more customers and more products within existing staffing levels and out-service your non-proactive rivals. Today, leading organizations worldwide are applying the following principles to maximize customer experience: 1. UNDERSTAND WHY YOUR CUSTOMERS ARE CALLING With speech analytics, you can analyze content, context, emotion and purpose of your customer calls to uncover a wealth of accurate, actionable intelligence and trends of special interest or concern. Post-call customer surveying delivers actionable feedback so that you can respond immediately to ensure exceptional customer service. INTERPRET, MODEL AND PREDICT CUSTOMER BEHAVIOR AND PROACTIVELY IDENTIFY OPPORTUNITIES. REDUCE INCOMING CALL VOLUME AND IMPROVE OPERATIONS MEASURE CALL FREQUENCY BY THE PRODUCTS OR SERVICES THE CUSTOMER USES AND DETECT TOPICS AND BEHAVIOR IN PARTICULARLY LENGTHY CALLS TO DETERMINE COMMON CHARACTERISTICS. 2. EMPOWER YOUR AGENTS AND MAN- AGERS WITH REAL-TIME INTELLIGENCE Proactively deliver the right information to the right people, at the right time, in the right context, for real time improvements in staffing, compliance, and service. STIMULATE SELF-CORRECTION AND PERFORM- ANCE IMPROVEMENTS BY DELIVERING REAL- TIME, CUSTOMIZED INFORMATION TO DESKTOP DASHBOARDS WITHOUT INTERRUPTION TO CALL HANDLING, INCLUDING PERFORMANCE STATISTICS,QA SCORES,WORKFORCE MANAGE- MENT SCHEDULING AND ADHERENCE INFOR- MATION, CUSTOMER SATISFACTION RESULTS FROM POST-CALL SURVEYS, OR POTENTIAL PROBLEM ALERTS FROM SPEECH ANALYTICS. ENABLE STRATEGIC AND TACTICAL DECISION- MAKING AGILITY AND ACCURACY BY PRESENT- ING MANAGEMENT WITH CONSOLIDATED REPORTS AND CONVENIENT ACCESS TO DRILL- DOWNS FROM ANY INFORMATION CATEGORY TO ANY LEVEL OF DETAIL DOWN TO PLAY- BACK OF INTERACTION RECORDINGS. 3. DEVELOP A TRULY FOCUSED, INTELLIGENT QUALITY MONITORING PROGRAM Focus your quality monitoring by selecting the most meaningful customeragent interaction recordings for evaluations based on specific company objectives leveraging integrated applications. EVALUATE BASED ON CUSTOMER SEGMENTS OR CAMPAIGNS, FREQUENCY OF SPECIFIC TOPICS OR PHRASES REPORTED VIA SPEECH ANALYTICS, OR A CUSTOMER SATISFACTION ISSUE IDENTI- FIED BY POST-CALL CUSTOMER SURVEYING. COMPARE QUALITY SCORES WITH CUSTOMER SURVEY SATISFACTION RESULTS TO IMPROVE SCRIPTS AND AGENT COACHING. 4. DELIVER TARGETED, TIMELY TRAINING AND MOTIVATION TO YOUR AGENTS Monitor, coach, and support agents with a proactive, dynamic and targeted training and support system. MAXIMIZE TRAINING EFFICIENCY AND EFFECTIVENESS BY AUTOMATED DISTRIBUTION OF TRAINING CONTENT BASED ON PERFORMANCE STATISTICS AND WORKFORCE MANAGEMENT SCHEDULES OF INDIVIDUAL AGENTS. LEVERAGE THE AGENT-COACHING MODULE OF THE PERFORMANCE-MANAGEMENT DASH- BOARD FOR MESSAGING, COACHING TIPS, AND TO LAUNCH COURSE CONTENT.REWARD HIGHPERFORMERS WITH UNIQUE, NON-CASH INCENTIVES SUCH AS PREFERENTIAL SCHEDULING AND/OR PAID TIME OFF BASED ON PERFORMANCE SCORES, QA SCORES, ATTENDANCE, ADHERENCE, CUSTOMER SURVEY SCORES, ETC. 5. OPTIMIZE WORKFORCE SCHEDULING TO ALIGN THE RIGHT AGENTS WITH THE MOST IMPORTANT CUSTOMERS To maximize revenue opportunities, assure the best match between the customer and agent. ENHANCE WORKFORCE MANAGEMENT SKILLS- BASED SCHEDULING WITH KPI DATA FROM YOUR PERFORMANCE MANAGEMENT SYSTEM, AGENT QUALITY MANAGEMENT SCORES, AND CUSTOMER FEEDBACK FROM POST CALL SURVEYS. ALIGN ROLES TO MATCH THE RIGHT PERSON WITH THE RIGHT JOB, INCLUDING SKILLS, APTITUDE, AND PERSONALITY. CONCLUSION Today s customers expect much more than ever before - this is the age of customers. They want to deal with organizations through knowledgeable, empowered, and efficient contact center agents, receiving personalized attention and proactive care. They want quick, consistent, accurate service, in a way that makes them come back for more.with the right mindset, processes, and technologies in place, you can proactively deliver an exceptional customer experience building customer loyalty and advocacy within a realistic, achievable operational model. About VPI VPI (Voice Print International) is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, optimize workforce performance, minimize risk, and ensure compliance. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers worldwide, resulting in an unmatched customer loyalty rate of over 90%.

4 2007 Schedule SALES FORCE AUTOMATION (June 2007) Deadline: APRIL 13, 2007 CRM IN VERTICAL MARKETS (August 2007) Deadline: JUNE 14, 2007 CRM FOR SMALL/MEDIUM BUSINESSES (September 2007) Deadline: JULY 13, 2007 KNOWLEDGE MANAGEMENT IN CRM (November 2007) Deadline: SEPTEMBER 14, 2007 These titles are available now in PDF format (log onto and get your complimentary copy now: THE ROLE OF KNOWLEDGE MANAGEMENT IN CUSTOMER RELATIONSHIP MANAGEMENT (November 2006) CRM FOR SMALL/MEDIUM BUSINESSES (September 2006) WEB SELF-SERVICE (June 2006) SPEECH TECHNOLOGIES FOR CONTACT CENTERS (June 2006) CRM s Best Practices White Papers Position your company as a thought-leader. Sponsors have a forum to clearly define their vision of critical issues and solutions affecting today s business leaders. CRM Sponsored White Papers provide a forum for vendors with complex messages not easily conveyed in traditional print advertising to educate end users on a variety of topics in order to help them make better strategic decisions. Don t miss out on the next opportunity to position your company as a thought-leader in the CRM market and generate high value leads! Contact Your Sales Representative for Sponsorship Info: Adrienne Snyder (East / Midwest Account Director) adrienne@destinationcrm.com Dennis Sullivan (Western Account Director) dennis@destinationcrm.com x538

5 16 April 2007 Sponsored Content 40 Enterprise Blvd. P.O. Box 9300 Bozeman, MT Phone: (406) Fax: (406) PLATINUM SPONSOR 2400 Corporate Exchange Dr. Columbus, OH Phone US: (614) Toll Free: (877) Phone Europe: West Royal Lane Irving, Texas Phone: (972) Toll Free (800) Montgomery Road Mail Stop Cincinnati, Ohio US Toll Free (800) International Toll Free (800) E. Middlefield Road, Mountain View, CA Phone US: (800) Phone Europe: Constitution Drive Menlo Park, CA Phone: (650) Fax: (650) Corporate Headquarters 500 Oracle Parkway Redwood Shores, CA Phone: (650) Toll Free: (866) North Ashley Drive Tampa, FL, USA Phone: 800-TO-SYKES ( ) Phone: (813) Fax: (813) South Service Road Melville, NY U.S.A. Phone: (631) Fax: (631) VPI - Voice Print International 160 Camino Ruiz Camarillo, California Toll Free: (800) Info@VPI-Corp.com Fax: (805) Produced by: CRM Media, LLC Bob Fernekees, Group Publisher x13 bfernekees@destinationcrm.com Adrienne Snyder Eastern/Midwest Account Director adrienne@destinationcrm.com Dennis Sullivan, Western Account Director x538 dennis@destinationcrm.com