- July 26, 2011
These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible.
- July 25, 2011
Companies are using video to transform contact centers and give customers more accessible and higher-quality service.
- July 19, 2011
The promises of transforming call centers into a money maker for the company are starting to come true, John Ragsdale writes in this month's column. See who is still catching up.
- July 18, 2011
When legacy contact center systems no longer keep up with business needs, it’s time for new technology. Find out how to assess the need for an upgrade -- and how to make the case to decision makers.
- July 14, 2011
Microsoft is set to deliver a social collaboration tool for Dynamics CRM customers by year’s end intended to help users set up and manage teams organized around products or projects.
Sponsored by SAS Institute Inc. - By using the SAS Marketing Automation solution, Hana Tour Group could launch more effective campaigns and see clear results from its customized marketing. See More
Sponsored by SAS Institute Inc. - With streaming analytics you can solve business problems in new ways and seize new revenue opportunities. You can reduce costs and increase efficiency while improving the safety of employees and the security of assets and intellectual property. 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 SAS Institute Inc. - You’re getting started with a big data analytics project on Hadoop and are impressed by the cost savings on storage compared with your data warehouse. You’ve read that TrueCar, a company that collects vast volumes of car price data for its online car-buying business, has cut its monthly data storage cost from $19/GB to $0.23/GB. So you’re wondering, should you consider moving all your business intelligence efforts to Hadoop? See More
- July 13, 2011
On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.
- July 11, 2011
The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.
- July 07, 2011
CRM experts from across CRM's core disciplines explain what are the right -- and wrong -- metrics to use to measure a CRM initiative and how to properly set up a metrics program.
- July 07, 2011
With the increase in CRM metrics available, it’s important to apply the metrics that provide the best feedback about the business drivers. Learn about sales and call center metrics and general best practices for all CRM metrics.
- July 05, 2011
Technology has come to the front office in more ways than one. In fact, three front-office technologies -- social media, analytics and video -- are reshaping the landscape.
- June 29, 2011
Find out how Hyundai boosted its approach to customer experience management. Read best practices for creating customer experience management strategies and learn how to improve customer service.
- June 23, 2011
The American Red Cross took a bad tweet and turned it into a positive experience by responding quickly and staying transparent.
- June 20, 2011
Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric.
- June 16, 2011
Companies fear the worst and worry they will lose control of their brands when they go on social channels. Turns out they probably will -- but it could be the best thing that ever happens to them.
- June 15, 2011
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers.