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Rapid adoption of social service overlooks critical infrastructure
Customer service via social channels is seeing rapid adoption, but it still requires the underlying processes of traditional channels. John Ragsdale offers some data on social service adoption as well as some advice in his column. Column
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CRM expert predictions for 2011
SearchCRM.com experts forecast what's in store for 2011 and the evolution of social CRM, mobile and the customer experience is something they can agree on. News
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Customer service in 2011 driven by adoption of cloud, communities and mobility
John Ragsdale offers up his predictions for the customer service technology market in 2011 -- and the driving forces behind them. Column
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Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010. News
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2010's hottest customer service technology trends
In his debut column for SearchCRM.com, the TSIA's John Ragsdale outlines the top four trends in customer service technology he's seeing from TSIA members. Column
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Voices of CRM: Contact center satirist Greg Levin
Is the contact center a funny place? It has that potential says Greg Levin, who writes contact center parody songs and has recently penned a book on call center best practices. Podcast
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Voices of CRM: CommVault's Robert Brower on distributed support
The head of CommVault's technical support organization discusses the company's distributed support model and how it achieves 97% customer satisfaction. Podcast
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Workforce management software market grows rapidly, but one issue persists
The market for workforce management software in the contact center saw double-digit growth last year, but the technology still needs work, according to one expert. News
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Pegasystems to buy Chordiant, add CRM, analytics to BPM
Pegasystems has reached an agreement to buy Chordiant for $161 million, bringing BPM together with CRM, customer experience and analytics. News
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Doctors taking calls drive improved first call resolution at health cooperative
A revamped ACD and a new voice portal system, along with doctors and nurses dedicating time to take patient calls, have improved care and customer satisfaction for a Northwest care provider. News