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Put automation technology to effective use in the contact center

Customers get frustrated when they're forced to repeat information to contact center agents or are sent to the wrong department. And that's not just on the phone anymore. Customers use any number of communication channels to reach out to companies -...

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Why direct mail isn't a dead marketing tactic

While marketers increasingly rely on digital marketing methods, don't overlook direct mail. When used correctly, it can foster customer engagement.

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Examining Microsoft's cloud strategy

Microsoft is trying to lead customers to the cloud with hybrid offerings, such as Microsoft Dynamics CRM. But will that succeed?

Companies wrestle to merge data silos

Data silos don't just squelch business insight. They can hobble basic coordination between the front and back offices and hinder customer experience.

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CRM / Call Center Basics

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    Moving CRM systems beyond sales teams

    You can use CRM systems to manage processes in business units other than sales.

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    The Multichannel mandate: Ready, set, automate

    The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series will help organizations navigate knotty ...

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    Why direct mail isn't a dead marketing tactic

    While marketers increasingly rely on digital marketing methods, don't overlook direct mail. When used correctly, it can foster customer engagement.

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