- March 05, 2012
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center.
- March 02, 2012
A contact center and a PCI security expert discuss PCI DSS’s stringent physical facility requirements and how contact centers can prepare for them in a two-part podcast.
- February 27, 2012
Better technology and consumers eager to avoid phone calls are increasing the use of virtual agents for customer service, but one pioneer is adding them to online sales as well.
- February 09, 2012
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say.
- February 09, 2012
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM.
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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 SAS Institute Inc. - Interactive data discovery and predictive analytics technologies allow business users and analysts to identify important trends and relationships in data sets and drill down into questions from any angle. They also allow business users to collaborate with specialists to create, refine and select the best predictive models. 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
- February 06, 2012
Microsoft next release of Dynamics CRM includes a new mobile module, offering native support for most mobile devices. It also adds new social, compliance and reporting features.
- February 02, 2012
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings.
- January 24, 2012
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products.
- January 23, 2012
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business.
- January 16, 2012
Sales organizations are decreasing their use of Microsoft Excel, while adding sales force automation tools and strongly considering analytics, according to a new benchmarking report.
- January 10, 2012
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.
- January 05, 2012
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.
- January 03, 2012
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?
- December 28, 2011
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012.
- December 23, 2011
Two recent headlines have columnist Denis Pombriant pondering the future of licensed software and the future of interactions both person-to-person and business-to-business.