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 | 05 Dec 2011
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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 | 21 Nov 2011
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Sirius, Match.com, DirecTV share social customer service, mobile plans
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice. News | 10 Nov 2011
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Column: RightNow key to Oracle’s customer experience management plans
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry. News | 03 Nov 2011
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Yahoo, Amex talk up different customer service approaches
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did. News | 31 Oct 2011
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Oracle-RightNow: Expert reactions and the Cloud Services Agreement
There's plenty of reaction about Oracle's $1.4 billion acquisition of RightNow, but its impact on licensing might be the most important. Blog | 26 Oct 2011
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Contact centers improving customer service by expanding agents’ role
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections. News | 11 Oct 2011
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Cut support costs by reducing escalations
Contact centers should examine and audit issues that escalate beyond a level 1 to determine how to better manage the outcome and costs of more complex customer issues. News | 04 Oct 2011
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With social contact centers, companies find it’s learn as you go
Without clear best practices for social initiatives, contact centers need to chart their own courses with some basic guidance from industry analysts. News | 22 Sep 2011
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Tips for making the business case for CRM analytics – and what can be gained
Using CRM analytics is a popular trend, but it’s important to make a solid business case for bringing it into a CRM environment. Learn what to expect from CRM analytics and how to develop a business plan for integrating the data. News | 15 Sep 2011