Email Alerts
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Forrester: Customer experience management sets WCM tools apart
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market. News
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Buyers should seek IT guidance for CRM deployments
Buyers can get help from IT when making a system selection for their CRM operations and find a way to work as partners. IT can operate as a realistic brake on the expectations that the line-of-business folks have on how the program or project can be ... Answer
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Set strategy to target social media influencers
Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers. Ask the Expert
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Outsourcing analytics has pros, cons for customers
Nearly buried in customer data, many companies are hard-pressed to get a good fix on their social analytics. Some companies find that they need to give the job to someone else. News
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Call center video best practices FAQ
Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid. News
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8 contact center best practices
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. News
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Companies craft better customer service with video
Companies are using video to transform contact centers and give customers more accessible and higher-quality service. News
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Should legal dept. play bigger role in IT?
Gag rules, lawsuits and countersuits, complicated licenses and audits – purchasing enterprise software is increasingly enmeshed in legalese. Blog
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Call centers move from cost to profit: Evolution (almost) complete
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. Column
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When is the right time to overhaul contact center technology?
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. News