Email Alerts
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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 | 29 Nov 2010
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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 | 12 Oct 2010
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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 | 02 Sep 2010
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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 | 08 Jun 2010
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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 | 30 Mar 2010
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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 | 15 Mar 2010
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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 | 04 Jan 2010
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Work-at-home agents part of a shifting tide for West Marine
With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches. News | 24 Sep 2009
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Work-at-home agents part of a shifting tide for West Marine
With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches. Article | 23 Sep 2009
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Is now the time for contact center spending?
Gartner and DMG Consulting have both issued research suggesting that, while finding budget might be difficult, now is the time to invest. News | 13 Apr 2009