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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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
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
March 2011 |
The 2011 Rising Stars Whether these four companies will keep ascending and ultimately join the leaderboard remains an open question. By focusing on where customer service is headed, they are on the right track. |
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
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
July 10, 2012 |
KANA Software Acquires Ciboodle The deal brings together two customer service solution providers. |
CRM
February 9, 2011
Koa Beck |
Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement Alcatel-Lucent has released the Genesys Social Engagement solution, which monitors, analyzes, and connects consumers over social media and traditional channels, providing visibility into customer engagement and community trends. |
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
June 10, 2011
Leonard Klie |
New Research Highlights the Need for Integrated Marketing Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels. |
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. |
AFP eWire
March 2, 2010 |
Social Media Builds Support, But Fundraising Lags Overall Respondents to a recent survey felt social media channels were generally effective for enhancing relations with an existing audience and reaching out to new supporters, but less so for raising money. |
CRM
June 17, 2011
Godard Abel |
Fixing the Disconnect Between Sales and the Enterprise Critical success factors and best practices to increase productivity. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
InternetNews
September 17, 2009 |
Facebook, Twitter and Social Media Marketing A significant number of brands have amped up their social media marketing, but it's not just all about tapping Facebook and Twitter, says a new study. |
AFP eWire
December 1, 2009 |
Social Media Performance Linked to Financial Success A new study shows that companies that are significantly involved in social media efforts have consistently experienced strong financial growth over the past 12 months and offers advice for organizations (including nonprofits) on growing social media engagement. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
July 2011
Brittany Farb |
The Digital Age of Marketing Gartner forecasts that social and mobile approaches will influence at least 80 percent of consumers' discretionary spending by 2015. |
CRM
August 15, 2012
Leonard Klie |
More Channels Makes Customer Service Worse, Not Better Customer Service Experience panelists think things will only get worse before they get better. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
InternetNews
July 22, 2009
Michelle Megna |
Social Media Marketing Makes More Money Deep engagement with consumers through social media channels correlates to better financial performance, says new study. |
