Vol. 30 Nbr. 7, December 2011

Index

• Gary and Mary West: improving health care through disruption.
• Five things customer service operations need to improve.
• Interactive Intelligence introduces Quick Spin cloud contact center trial Portal.
• The intersection of customer effort and first call resolution.
• Working backward toward social media.
• Shifting from mass marketing to one-to-one marketing.
• Innovating the back office.
• Listening on all channels.
• Not just another pretty face Hold-Free aims to improve customer service.
• Zeacom answers the call for Fidelity Communications.
• Buyers' guide 2012.
• Alorica.
• Alphabetical listings.
• Altitude software.
• Enghouse interactive.
• Ic: InfoCision the highest quality call company in the world!
• Interactive Intelligence.
• TelStrat.
• Verint.
• A customer IP communications system roadmap.
• Customer interaction space sees M&A.