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CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.   |
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
December 11, 2010
Gib Bassett |
The Marriage of Mobile and Multichannel Marketing Mobile's central role in the coming cross-channel revolution. |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
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
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
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 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
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
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. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
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
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
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
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
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
October 26, 2012 |
Consumers Demand Service Through Social Media NM Incite's study found that nearly one in three social media users (30 percent) prefer to reach out to a brand for customer service through a social channel compared to the phone, marking a dramatic shift in how people expect customer service from the brands with which they engage. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
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 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
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
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
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution. |
CRM
September 2015
Leonard Klie |
It Takes More than Coupons to Settle Complaints Consumers want more than compensation when things go wrong |
CRM
June 1, 2009
Christopher Musico |
Service and Social Media: You're Not Social (Enough) Communities and channels are rapidly expanding - and your company needs to at least know its place in all of them. |
CRM
November 2012
Leonard Klie |
Cross-Channel Design Can Be Transformational Companies today must deliver cohesive experiences across multiple touchpoints. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
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
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
CRM
December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
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
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CRM
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
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
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
April 2015
Leonard Klie |
Text Takes Precedence as a Customer Service Preference A new generation of consumers prefers short message service to other ways to reach agents. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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. |
CRM
July 2014
Sarah Sluis |
4 Ways to Master Omnichannel Selling Salespeople must track the customer journey across multiple channels and be more collaborative than ever. |
CIO
April 29, 2013
Kate Leggett |
Why CIOs Should Invest in Happy Customers It's time for CIOs to find out which communication technologies customers prefer, and give customer-service reps the data they need to answer questions, says a Forrester analyst. |
CRM
June 2013
Kelly Liyakasa |
Collaboration Meets Community Platforms Enterprises are combining peer-to-peer and Web self-service capabilities to improve customer service and lower cost. |
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
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
CRM
March 2014 |
The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers. |
