| Similar Articles |
|---|
 |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit   |
CRM
September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
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
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
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
June 2011
Donna Fluss |
Use Social Media Proactively Leveraging sites like Facebook and Twitter is critical |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
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
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
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
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
April 2012
Donna Fluss |
Using Social Media for Customer Service Are you reaping the benefits of this valuable resource? |
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
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 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. |
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
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
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
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 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
CRM
June 10, 2011
Glen Schrank |
The Top 5 Issues in Complaint Management Understanding a 360 degree view of your customers. |
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
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
July 2014
Donna Fluss |
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
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. |
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
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
November 30, 2010
Koa Beck |
Siemens Enterprise Communications to Unite Social Media and Contact Centers Siemens Enterprise Communications announces OpenScape Fusion Social Media. |
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
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
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
March 2015
Donna Fluss |
10 Top Enterprise Trends for 2015 Service excellence is finally taking a starring role. |
CRM
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
Managed Care
August 2004 |
25% of Provider Calls Now Automated Interactive voice response phone systems are being used increasingly by health plans in their dealings with with providers, but much less so for interactions with members, according to a study. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
March 1, 2005
Coreen Bailor |
Who's Responsible for the Customer Experience? Many companies remain indecisive about consolidating all service channels under a single umbrella of authority. |
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 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
May 2013
Leonard Klie |
Marketing and Support Must Collaborate Customer interactions via social media can't be just about one or the other. |
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
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
