- May 23, 2012
Mohegan Sun's new CRM software platform aims to connect with customers, reduce agent churn and overhaul the sales force.
- May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
- May 15, 2012
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
- May 10, 2012
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers.
- May 03, 2012
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers.
Sponsored by IBM - B2B value chains have always been complicated webs of different data types and standards. During the past few years, however, complexity has increased dramatically, with staggering levels of data growth and the deployment of innovative new IT initiatives, such as cloud computing, the Internet of Things (IoT), social media and big data analytics. See More
Sponsored by IBM - This is a critical time in the evolution of business-to-business integration. Companies are becoming much more reliant on digital technologies for day-to-day business activities. IDC says digital transformation is changing the way enterprises operate and reshaping the global economy. See More
Sponsored by IBM - File transfer is one of the vital functions of B2B collaboration. Organizations require safe, secure and compliant file transfer in order to drive revenue, satisfy customer requirements and enable effective collaboration across the entire B2B value chain. See More
Sponsored by IBM - Reducing complexity in managing business-to-business integration is one of the primary challenges for IT teams. With the growth of the Internet of Things (IoT), social networking and big data analytics, the need to simplify partner interactions and automate processes is becoming more critical than ever. By simplifying B2B collaboration, IT can reduce costs, enhance partner and customer experiences, and leverage real-time visibility and analytics to drive business innovation. See More
- May 02, 2012
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.
- April 26, 2012
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness.
- April 23, 2012
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- April 03, 2012
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone.
- April 03, 2012
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them.
- April 02, 2012
Companies should put aside internal differences to get handle on MDM, a Gartner researcher says at the group’s CRM conference.
- March 29, 2012
With many companies turning to loyalty programs to lure new customers and retain existing ones, experts note that the best programs are built on a solid customer service foundation.
- March 29, 2012
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM.