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CRM
February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome.   |
CRM
March 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
CRM
January 2016
Donna Fluss |
Cloud-Based Contact Centers: The Sky's the Limit The market is starting to soar thanks to flexibility, cost-effectiveness, and ever-increasing reliability |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
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. |
InternetNews
October 20, 2009 |
Cloud, Social Computing Lead Gartner's Top 10 Tech research firm presents its list of top 10 technologies and trends for enterprises in 2010. |
CRM
July 2014
Donna Fluss |
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
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
January 2010
Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
InternetNews
December 9, 2009 |
Novell Ramps Up Focus on Workload Automation The idea is to equip enterprises with the combined tools set necessary for management, security and delivery of both physical and virtual workloads in enterprises, across datacenters, and in the cloud. |
CRM
January 2013
Leonard Klie |
Building an Impenetrable Cloud Companies concerned about data security have more hybrid (public and private) cloud computing options. |
CRM
January 2013
Donna Fluss |
Why Contact Centers Are Moving to the Cloud Low cost and flexibility make this a win-win solution for many enterprises. |
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. |
Pharmaceutical Executive
May 1, 2011 |
The Cloud and Beyond Cloud computing is becoming the IT platform of choice for pharma, affecting nearly every aspect of business. |
Bank Systems & Technology
January 3, 2006
Maria Bruno-Britz |
Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results. |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
PHONE+
Charlene O'Hanlon |
Partners' Best Bets for Cloud Services Channel partners looking to get into cloud services can hedge their bets on four technologies sure to sell. |
InternetNews
June 17, 2010 |
Can the Feds Keep Data Private on the Cloud? The White House IT team has made its marching orders to the agencies clear: the cloud is the way to go. But with so much data in play, will privacy fall by the wayside? |
CRM
September 2010
Daniel Hong |
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. |
PHONE+
January 19, 2010
Dany Bouchedid |
Is DR Pie in the Sky for Today's Clouds? Just how safe is the cloud computing? Can your data and mission-critical applications be trusted to the cloud? And can you trust the cloud to provide secure disaster recovery? |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
PHONE+
April 1, 2010
Peter Thornycroft |
Moving Communications Into the Cloud Cloud computing already has solid momentum, so CIOs should be preparing the necessary adjustments to their business models. |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
PHONE+
Doug Allen |
Are Carriers Contenders for the Cloud Services Channel? Take a look at several carrier's basic cloud service offerings and market strategy, as well as their thoughts on the channel. |
CRM
January 2015
Donna Fluss |
Navigating the Cloud-Based Contact Center Infrastructure Market Ease of use is key consideration for potential buyers. |
The Motley Fool
December 31, 2010
Andrew Bond |
Security Emerges From the Cloud The proliferation of cloud computing and concerns about safety should boost IT security stocks. |
InternetNews
November 2, 2010 |
HP's Details Hybrid Approach to Cloud Services HP has an "Instant-On" vision of how cloud services can enhance the traditional data center infrastructure. |
National Defense
November 2012
Lambeth & Rhodes |
How to Manage the 'Cloud' for Greater Cost Savings In July, the Defense Department unveiled its ambitious new cloud computing strategy, which builds on a similar Obama administration strategy to address challenges, requirements and goals specific to Defense. |
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. |
InternetNews
August 25, 2010 |
Security, EMRs Top Healthcare IT Priorities With new government regulations placing even more responsibility and scrutiny on the healthcare industry, IT administrators are struggling to deliver both efficiency and security. |
Commercial Investment Real Estate
Jul/Aug 2012
Wassik & Carlson |
Medical Office Trends Hospital affiliation is a strong indicator of MOB asset value. |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
CRM
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
CRM
December 2009 |
Gartner Identifies the Top 10 Strategic Technologies for 2010 Technologies with the potential to significantly impact enterprises in the next three years. |
CRM
September 2015
Leonard Klie |
Contact Centers Continue Cloud Migration ContactBabel sees huge growth in hosted customer support |
CFO
September 1, 2008
Vincent Ryan |
A Place in the Cloud Cloud computing offers an enticing value proposition, but do the benefits justify the risks? |
IndustryWeek
December 16, 2010 |
Are You Prepared for BusiLeaks? Mobile workforces, cloud computing and social networking pose significant threats to IT security. |
CIO
August 3, 2012
Mikael Ricknas |
Lock-in, Migration Costs Can Put a Damper on Cloud Projects, Says ISACA Enterprises must take hard look at all costs related to cloud computing to avoid surprises |
CRM
December 2009
Donna Fluss |
Presence Is Accounted For Is unified communications the next disruptive technology for customer service? |
CRM
November 2014
Donna Fluss |
Is It Time to Move Your Contact Center to the Cloud? Make sure you understand the myths and realities. |
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
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CIO
November 19, 2010
Michael Friedenberg |
Top Ten Business Predictions for 2011 The president and CEO of IDG Enterprise, offers up what he thinks will be the top ten trends in the IT community in 2011. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
Pharmaceutical Executive
September 1, 2005
Wolfgang Klietmann |
Thought Leader: (Eco)systemic Change The author discusses how various players within the healthcare system interact. |
CRM
November 2, 2012 |
Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market. |
CRM
September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
InternetNews
August 24, 2010 |
Novell Touts Access Security for the Cloud Enterprises could benefit from extending the types of identity and access controls they use in their data centers to workloads in the cloud, Novell says. |
