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21 May 2012 New call center certification targets social media
CIAC certification now includes testing on the use of social media in call centers.
CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs.
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17 May 2012 Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media.
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16 May 2012 People, process issues offer path to improve data quality on the cheap (SearchDataManagement.com)
Educating end users and upgrading internal processes can help enterprises fix data quality problems without dropping a ton of cash, analysts say.
SAP builds the case for HANA in-memory bench with new apps, customers (SearchSAP.com)
After talking up its mobile and cloud road maps, SAP chose last day of the SapphireNow conference to talk about the third part of the equation it’s basing its future success on: HANA, and in-memory...
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15 May 2012 Call center agents’ behavior should be focus -- not clunky metrics
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
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10 May 2012 Health care reform catalyst for customer service improvements
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.
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Top CRM Story
Microsoft makes mobile move with next CRM release SearchCRM.com | 06 Feb 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.