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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
November 18, 2011 |
LiveOps Integrates Twitter with the Cloud Contact Center Social media connectivity highlights the latest additions to the company's cloud-based platform. |
CRM
December 2013
David Myron |
CRM -- What Lies Ahead in 2014? We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years. |
CRM
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
March 2007
Colin Beasty |
The Enlightened Enterprise As big businesses enter phase 2 (and for some, phase 3) of their varying CRM initiatives, these tips will refine the advance. |
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
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
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 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
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
October 26, 2010
Brent Hayward |
It's About Answers Knowledge-based technologies are now essential to the customer experience. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
November 29, 2011 |
Altitude Software Releases Microsoft Dynamics CRM 2011 Connector The latest release unleashes productivity in sales teams with contact automation and improves the customer experience with unified contact history. |
CRM
March 5, 2013
Leonard Klie |
Avaya Unveils New Customer Experience Management Tools New solutions provide integrated Web, social media, text, and email customer interaction options. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
March 2012 |
Prepare for a Multichannel Support Environment The social media eruption emphasizes the importance of connecting with customers on their preferred interaction channels. However, while doing so is beneficial to companies and their customers, it presents other challenges. |
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
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
March 2014 |
The 2014 CRM Service Awards All of them are pioneers in their own right and have contributed to bringing the industry to new heights. |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
CRM
June 19, 2015 |
3CLogic and HelpSocial Partner on Social Customer Service Contact Center Platform The partnership will complement 3CLogic's contact center solution with social media software to support multichannel customer service experiences. |
CRM
November 2013
David Myron |
Preparing for the Omnichannel Environment As more consumers move to digital channels, marketers must avoid the mistakes made by many email marketers and resist the temptation to blast inexpensive, but irrelevant, messages to consumers. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Elite: Oracle Service Cloud Catalyzes Multichannel Support Strategy The 'right technology' helps Kohl's carry out a deep reorganization of its customer care team. |
CRM
December 11, 2010
Gib Bassett |
The Marriage of Mobile and Multichannel Marketing Mobile's central role in the coming cross-channel revolution. |
CRM
January 17, 2012
Judith Aquino |
Infor Launches New Marketing Suite Multichannel campaign management tools and analytics let marketers deliver comprehensive messages. |
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
April 2011
J. David Lashar |
Marketing Beyond the Cloud Technology and strategy convert customer interactions into actionable insight. |
CRM
October 19, 2010
Koa Beck |
Genesys Announces a New Social Media Strategy Genesys Telecommunications Laboratories, an Alcatel-Lucent unit that provides enterprise and contact center software, recently launched a new strategy for social media, one that allows companies to use integrated tools to monitor and address consumers through social media channels. |
CRM
October 18, 2012
Judith Aquino |
Microsoft Jumps into the Marketing Automation Space Their acquisition provides further proof of a maturing market. Only a few days after ExactTarget snapped up marketing automation provider Pardot for $95.5 million, Microsoft announced yesterday that it has acquired MarketingPilot for an undisclosed amount. |
CRM
August 29, 2010
Scott Brave |
The Social Work of Social CRM Collective intelligence can find a needle in a haystack. |
CRM
October 2, 2015
Leonard Klie |
Email Marketing Needs to Keep Up with Mobile Vendors must keep up with an evolving and challenging market by offering refined new solutions and techniques for small businesses. |
CRM
September 27, 2013
Nigel Turner |
Why CRM Fails Independent analyst firm Ovum suggests that poor-quality data is costing U.S. businesses around $700 billion a year, or 30 percent of the average company's revenue. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
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
December 14, 2015
Sam Del Rowe |
GI Insight Study Finds Omnichannel Approaches Are Falling Short Research indicates that though consumers use multiple channels in their shopping journeys, companies are not successfully implementing omnichannel marketing strategies. |
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
April 1, 2008
David Myron |
As One Chapter Ends... New kinds of software solutions are playing an integral role in helping companies provide faster and more accurate support. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
April 2015
David Myron |
The 4 Core Components of CRM It's time to make knowledge one of the essential components of a successful CRM strategy. |
CRM
April 25, 2014
Connor Marsden |
CRM Technology as a Business Planning Tool Sharing essential information is key to meeting customer demands. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
CRM
December 2015
David Myron |
Social Customer Service Is Here Firms must be smart about the ways they collect and maintain customer data. |
