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CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.   |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
February 2008
Barton Goldenberg |
Multiplicity Means More Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM? |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
April 1, 2005
Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
October 2003
Ginger Conlon |
The Great Service Debate Used properly, self-service applications can enhance the buyer-seller relationship. |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
August 1, 2006
Coreen Bailor |
On the Scene: G-Force 2006--Model Maturity Many organizations struggle to communicate with customers across channels and departments. Looking at metrics is essential to improving performance. Here are highlights of a contact center capability model. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
CRM
January 26, 2004
Patrick O'Neal |
Customers Prefer Self-Service When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option.. |
CRM
August 2005
Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
CRM
October 2004
Coreen Bailor |
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. |
CRM
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution. |
CRM
September 2010
Koa Beck |
Call Weighting With ClickFox, Sprint takes an analytical look at its cross-channel customer experience - and saves millions in the process. |
CRM
April 2005
Phillip Britt |
The 2005 Service Elite Awards The 2005 Service Elite awards in customer service in the following categories: Knowledge-Base Tools, Agent-Facing Universal Desktop, Quality Monitoring, Workforce Management, Speech Solutions, and Outsourcing Services. |
CRM
October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
Search Engine Watch
January 19, 2011
Jacob Morgan |
Understanding Your Social Customer Engagement Scenario These four stages of social customer engagement will give you a general overview or framework for where your company is today, and where it needs to go, when it comes to social CRM. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CRM
July 2014
Donna Fluss |
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
CRM
November 5, 2012
Judith Aquino |
Moxie Software Joins Forces with Microsoft Customers get joint access to Spaces by Moxie and Microsoft Dynamics CRM. |
CRM
May 2004
Barton Goldenberg |
Customer Self-Service: Are You Ready? A new generation of customers want service on their terms. Here are five self-service stragies. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
Bank Systems & Technology
November 3, 2009
Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
CRM
October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
CRM
July 2015
Barton Goldenberg |
From the CRM Trenches: A 30-Year Perspective Technology has changed everything but this: People are still the name of the game |
