Email Alerts
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News
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Customer experience analytics: Separating hype from fact
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications. Column
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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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Social monitoring tools give GNC marketing muscle
Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business. News
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Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News
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Four steps to create a consistent social media voice
Companies can create a single social voice to engage customers by establishing cross-functional engagement roles and training employees with “actionable playbooks.” Ask the Expert
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Salesforce.com aims social collaboration tool at financial firms
With the upcoming release of Chatter auditing capabilities, Salesforce.com hopes to make the social collaboration tool more appealing to financial services firms and boost its overall market lead. News
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Blog: Companies not getting social ROI -- yet
Many companies are not yet getting big payback from social CRM because they are spending most of their time monitoring their brand and competitor's activities. News