- June 06, 2011
By using customer experience management applications to measure how contact center agents interact with customers, companies can assess how well each channel is doing.
- June 03, 2011
Salesforce.com is promoting the idea of product-specific social networks based on Chatter, but organizations need to determine their social media strategy first.
- June 01, 2011
The growth of sales automation tools and virtual shopping are creating a brave new sales world.
- May 26, 2011
An online news source in the independent film industry gives a lead role to email in its marketing strategy and found it delivers a clear advantage over social channels with the measurable results it provides.
- May 25, 2011
TSIA’s John Ragsdale examines where companies will be putting the CRM dollars this year and what is driving these purchases.
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- May 18, 2011
Successful call center overhauls combine new contact center technologies with traditional change management practices to get agent buy-in and business-driven results.
- May 17, 2011
General Mills rolled out iPad access to its SAP CRM system for 200 sales reps and saw success as well as challenges with data sync and upgrades.
- May 16, 2011
Best Buy discovers an in-house designed and simple customer feedback software application is playing an increasingly important role in its corporate customer insights initiatives.
- May 12, 2011
Verint has launched its Impact 360 Workforce Optimization and Voice of the Customer applications for the call center.
- May 11, 2011
Find out which tasks work best with self-service and learn how to measure the effectiveness of a self-service implementation in the contact center.
- May 06, 2011
Companies need to push forward on CRM marketing initiatives and not wait for the ideal time to launch social CRM or marketing analytics programs.
- May 05, 2011
Contact center managers are shifting the discussion of new software away from the on-premises vs. on-demand debate and evaluating software based on traditional business concerns.
- May 03, 2011
Gartner reports companies adopting social CRM and SaaS-based CRM, but they are doing so with some measure of caution.
- April 29, 2011
Oracle's Fusion Applications were eclipsed for a moment when Sony Ericsson picked Oracle’s Siebel CRM marketing software for a global rollout.
- April 27, 2011
Find out best practices for applying customer experience management (CEM) technology in your contact center.