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CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape.   |
CRM
January 4, 2013
Leonard Klie |
It's Not Too Late to Start on Social A report from DMG Consulting outlines steps companies need to take to address issues on social media. |
CRM
September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
April 2012
Donna Fluss |
Using Social Media for Customer Service Are you reaping the benefits of this valuable resource? |
CRM
May 2013
Leonard Klie |
Marketing and Support Must Collaborate Customer interactions via social media can't be just about one or the other. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
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
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
December 17, 2015
Dave Nelson |
3 Tips for CRM Investment in the Digital Age With channels, interactions, and data proliferating, CRM strategies and tools are still key to superior customer experience. |
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
April 2014
Esteban Kolsky |
The Future of CRM Is Outcome-Driven Between company-centric and customer-centric, there needs to be a middle ground. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
CRM
May 1, 2006
Collins, Nair & Schumacher |
Reaching the Next Level of Performance in Marketing Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
April 2014
Sarah Sluis |
The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
CRM
July 5, 2013
Mitch Rose |
Leveraging Every Transaction to Connect with Customers Look at empowered customers as opportunities to build your brand. |
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
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
June 10, 2011
Glen Schrank |
The Top 5 Issues in Complaint Management Understanding a 360 degree view of your customers. |
CRM
May 22, 2012
Leonard Klie |
Thunderhead.com Launches its First Cloud App The ONE Correspond for Salesforce social enterprise app boosts customer service, sales, and marketing communications with personalized interactivity and enterprise mobility. |
CRM
May 2, 2013
Kelly Liyakasa |
Social Media Amplifies the Customer Experience To be successful, identify goals and stakeholders, and execute on strategy. |
CRM
July 26, 2010
Jo Ann Parris |
Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center. |
CRM
June 2015
Oren Smilansky |
Zendesk Readies Facebook Messenger for Customer Service When reaching out to customers through social media, companies need to tread a fine line |
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
June 2014
Paul Greenberg |
What's Customer Engagement Again? More than just a buzzword, it's key to retaining today's digital customer. |
CRM
April 20, 2012
Debbie Qaqish |
Drive More Profitable Customer Relationships Six tips for transforming your marketing group from a cost center to a revenue center. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
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. |
Search Engine Watch
September 7, 2010
Eric Enge |
Social Media Marketing is a PR Function The potential for viral activity using social media is much greater than ever before, and it makes it easier to interact well with customers. Companies that do these things well will gain a significant competitive edge. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
Insurance & Technology
July 28, 2005
Anthony O'Donnell |
Seamless MultiChannel Service BELAIRdirect, a subsidiary of ING Canada that directly markets home and auto insurance, selected Cupertino, Calif.-based Chordiant Software's Enterprise Platform and Servicing solutions. |
CRM
September 2015
Paul Korzeniowski |
Enterprises Move from Passive to Active Social Media Strategies Rather than just respond to irate tweets, corporations use social media interactions to drive change in business processes. |
CRM
May 17, 2012 |
Oracle Pairs RightNow CX Cloud with Fusion CRM The pairing allows companies to bring customer experience and sales force automation together in the cloud. |
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 2012
Keith Dawson |
Giving a Voice to the Contact Center With their direct access to customers, service departments can offer valuable strategy insights. |
CRM
June 2007
Ian Jacobs |
We Can't Rewind, We've Gone Too Far Stop regarding video as another technological nuisance -- video will achieve the CRM trifecta of lower costs, better service, and happier customers. |
CRM
March 2015
Donna Fluss |
10 Top Enterprise Trends for 2015 Service excellence is finally taking a starring role. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
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
April 21, 2014
Maria Minsker |
Context, Not Campaigns, Is the Future of Marketing Marketers must use personal interaction data to build a 'contextual marketing engine,' according to Forrester Research |
