Call center VoIP software, Call center agent, Call center manager, On-demand call center, Outsourcing, Software, Speech technology, Self service
ROI, Implementation, Industry news, Strategies, Social CRM, Upgrading CRM
Mobile sales, Sales force automation, Strategy and effectiveness
Customer loyalty, Email marketing, Internet marketing, Marketing automation technology, Campaign management, Management strategies
Evaluating SaaS, SaaS implementation, SaaS vendors, SaaS market trends, SaaS and cloud costs
Analytics, Data integration, Customer privacy, Data governance, Data quality management
Evaluating CRM, Mobile CRM, Open source CRM, Small business CRM, Vertical CRM software, Salesforce, Microsoft CRM, SAP CRM, Oracle CRM
Commerce and e-commerce strategy, CEM across channels, Customer experience management strategy, Web content management, Knowledge management
Introduction to the Call Center Metrics School
Podcast - In this introductory podcast, learn how to get started with metrics strategy using the tools in the Call Center Metrics School.
Meet the instructors for the Call Center Metrics School
Expert Advice -
Organizations will have to push beyond storage requirements and basic business intelligence tools to exploit big data, according to a Gartner analyst.
According to a recent Gartner survey, mobile technology is the second most important priority for CIOs in 2012, but building the business case is easier said than done.
Businesses looking to build effective business intelligence and analytics programs have to toe the line between focusing on the basics and using new technology to build more complex BI systems.
The latest version of GigaSpaces XAP is designed to let users create their own real time "big data" analytics platform, and more big data news from around the Web.
Educating end users and upgrading internal processes can help enterprises fix data quality problems without dropping a ton of cash, analysts say.
New research shows data virtualization, data governance and master data management initiatives provide higher levels of satisfaction with data quality and data integration.
In this SAP Press book chapter excerpt, learn how to build a strong data foundation using the functionality in the SAP Data Services package.
Sapphire 2012 is in the books and, unsurprisingly cloud was a major topic. SAP mentor Jon Reed shares his thoughts on what SAP had to say about modular applications, PaaS and SuccesFactors in this video.
Ventana Research CEO Mark Smith offered up his take on SAP's announcements around HANA, the cloud and predictive analytics at the annual Sapphire conference.
An Oracle Hyperion system implementation in three weeks? Yes, it can be done. Communications firm Neustar implemented Hyperion in less than a month and gained efficiencies in the process.
The city of Las Vegas underwent a three-year Oracle business intelligence project to bring more data to its employees and the public. The city's IT manager explains how it happened.
At some point, your JD Edwards shop will have to decide whether to switch to a different product, upgrade or stay where you are. Learn what two other organizations did when working through JD Edwards upgrades.
NEC Europe has signed up to use Host Analytics' cloud-based financial planning service to better integrate an acquisition and support its growth plans.
In this podcast interview, Andy Hayler gives advice on how to create and implement an MDM strategy that is ruthlessly focused on business value.
Jill Dyché, a data management expert, sees CEO interest and scepticism as both an opportunity and a threat. Avoid the big data 'gotchas', and don't mistake data warehousing for big data.
Information is growing exponentially and the lack of firm record retention schedules is costing organizations big money and will increase liability as time passes, says consultant Randolph Kahn.
Cimarex Energy replaced its SharePoint system with Accellion’s enterprise collaboration platform for secure mobile file sharing and uses it to recruit graduate geology students.
Get expert advice on whether it’s necessary to keep paper or other forms of original materials once a company implements an electronic document management system.