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Can you trust the cloud? Bill Band weighs in
Many organizations are concerned about CRM cloud security. How much can you trust the cloud and what are the benefits?
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The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center?
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Cloud security concerns over multi-tenancy
Since Oracle announced its cloud plans, multi-tenancy has again become a concern. Should users be worried? Cloud expert Jeff Kaplan pulls the truth about cloud security out of the fog.
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Using real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents.
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Four steps to create a consistent social media voice
Companies can create a single social voice to engage customers by establishing cross-functional engagement roles and training employees with “actionable playbooks.”
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Give agents varied challenges during idle time
Contact center managers can give agents a change of pace with varied tasks to take on during idle time.
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Treat CEM as core task, not add-on
Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan.
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Expand loyalty programs to reward social activity
Plan to reward customers for social network activity and consider “lifestyle” rewards instead of just discounts -- a cooking lesson, maybe?
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Buyers consider free tools for social listening
Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening.
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Set strategy to target social media influencers
Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers.
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Is your call center multichannel or cross-channel ?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts.
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Buyers should seek IT guidance for CRM deployments
Buyers can get help from IT when making a system selection for their CRM operations and find a way to work as partners. IT can operate as a realistic brake on the expectations that the line-of-busi...
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How to account for temporary call center shrinkage
Expert Lori Bocklund explains how to calculate call center shrinkage when dealing with employees’ temporary absences.
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Live chat customer support software -- a cost or benefit?
Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center.
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Tools to help improve sales performance metrics
Looking for ways to keep track of sales performance metrics? Ventana Research’s Richard Snow has a few tips on how to measure metrics without too much assistance from IT.
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Getting a firm ROI on a customer service tracking system
What’s the best way to show ROI for implementing a customer service tracking system? Richard Snow of Ventana Research has tips about how to make the business case to upper management.
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Evaluating CRM options for the Mac
The CRM options compatible with Macs are few and far between. Expert Paul Greenberg has suggestions on how to start your search evaluating Mac CRM software.
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Improving end-to-end processes to help customer service
Expert Lori Bocklund explains how improving your end-to-end processes in the contact center can help you improve customer service and workflow in your center.
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How to improve contact center efficiency -- without stepping on toes
Stuck in the "that’s the way we’ve always done it" trap at your contact center? Lori Bocklund has the answers to help you optimize your processes and improve contact center efficiency.
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Using process optimization to increase efficiency
What’s the best way to increase efficiency when you’ve got confusing and difficult software? Our expert Lori Bocklund shows you how navigate the waters of process optimization.
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.
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CRM data management harder, but still doable
According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strateg...
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Open source CRM: The pros and cons
Many organizations, both large and small, are intrigued by open source CRM software, which can be an economical and feature-rich option.