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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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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
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
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
May 20, 2015 |
inContact Introduces 2015 Release of Cloud Contact Center Software The release offers a multichannel agent interface for Salesforce, new outbound campaign management, automated actions in WFO, new reporting options, and additional APIs for a growing developer ecosystem. |
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
April 30, 2013 |
HP Pairs with Avaya for Cloud Contact Center Solutions New Customer Engagement as a Service brings social media marketing, mobile integration, and customer analytics to a single platform. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
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
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
September 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
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 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
June 14, 2011
Brittany Farb |
eGain Launches Interactive B2C Sales and Marketing Software eGain Interactive Sales Suite helps e-business and marketing teams quickly deploy, assess, and refine customer engagement strategies with contextual promotions and proactive assistance. |
CRM
December 13, 2011
Kelly Liyakasa |
Cisco Unified CCX Gets Cross-Channel Upgrade eGain adds its multichannel software, opening the Cisco platform to mid-market firms. |
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 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
April 2005
Jason Compton |
The 2005 Service Excellence Award An aggressive integrator, Concerto Software orchestrates streamlined call center operations in 2005. |
CRM
December 21, 2011
Judith Aquino |
OneReach Releases Multichannel Automated Solution for SMBs Platform lets users reach customers via voice, email, text messaging, and social media. |
Commercial Investment Real Estate
Jan/Feb 2014
Todd A. Kuhlmann |
The Mobile Crossover Mobile applications have changed the way commercial real estate practitioners do business. They have allowed us to become much more efficient in our analysis, research, marketing, and presentations. |
CRM
November 2013
Donna Fluss |
Outbound Dialing Makes a Comeback The practical realities of today's consumers are driving changes in technology. Companies need to develop effective multichannel outbound/inbound/blended strategies. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
January 17, 2012
Judith Aquino |
Infor Launches New Marketing Suite Multichannel campaign management tools and analytics let marketers deliver comprehensive messages. |
CRM
October 2014
Leonard Klie |
Medical Alert Puts Five9 on Call In urgent need of a new contact center system, the emergency monitoring device provider turned to the cloud solution for aid. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
June 1, 2007
Coreen Bailor |
Cleaned-Up Visibility With Cincom Systems' Synchrony, a multichannel contact center and unified agent desktop solution, productivity improved with benchmarks for customer service for the City of Tampa's Solid Waste Department. |
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
August 3, 2012
Carrie Scott |
Reinvigorate Email Marketing Marketers need to focus on new methods of engagement to combat declining ROIs and deliverability. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
June 13, 2014
Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
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
January 26, 2004
Patrick O'Neal |
Customers Prefer Self-Service When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option.. |
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
August 18, 2015 |
Oracle Updates Service Cloud and Oracle Social Cloud The latest releases of Service Cloud and Social Cloud enable brands to leverage social channels and self-service communities to expand customer engagements and business insights. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
November 20, 2013 |
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers |
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
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
June 6, 2011
Leonard Klie |
Nuance Launches Complete Care Multichannel Solutions Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care. |
CRM
March 2012 |
The 2012 Rising Stars Any business that has survived - and even grown - in the past year's difficult economic climate deserves recognition and no less than a few kudos. |
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
October 2010
Juan Martinez |
How Can I Help You? Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you? |
CRM
December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
CRM
July 2, 2014
Robert Killory |
The Contact Center Revolution While the benefits of the cloud are obvious, figuring out the logistics is less clear. |
