New & Notable
Multi-channel customer experience management News
August 15, 2014
In the era of multichannel retail, companies are struggling with customer data management, inventory fulfillment and more.
May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
April 24, 2014
Salesforce has released Salesforce 1 Service Cloud SOS in beta, a mobile customer service application with live chat.
April 03, 2014
At the AIIM 2014 conference, Guy Kawasaki outlined three pillars of behavior common to companies that have mastered the art of customer enchantment.
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Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading
Location-based mobile application adoption is poised to take off, given technology improvements and cost reduction. Continue Reading
Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies ... Continue Reading
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Good CSRs offering good customer service used to be enough for a contact center. But, today, facilities need to dump legacy technology to stay ahead. Continue Reading
Social CRM tools have become must-haves in CRM platforms. So is there a difference between social tools and CRM platforms more generally? Continue Reading
As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern. Continue Reading
Manage Multi-channel customer experience management
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Geolocation apps pair consumer preferences and location to provide real insight about customer preferences. But these apps pose data integration and privacy challenges galore. Continue Reading
In part one, we explored how companies are using geofencing to identify customers' location and target ads and offers to them based on data about their preferences. Here, we explore how geolocation technologies could predict the future. Continue Reading
Companies have brought out the pom-poms for geofencing, but this method of customer targeting doesn't always translate into good customer experience. Continue Reading
Problem Solve Multi-channel customer experience management Issues
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It's received wisdom that customers should get service wherever they are -- email, social platforms and so on. So, why is that so tough to achieve? Continue Reading
Customer self-service is a low-cost way to emancipate customers from phone-queue purgatory. But it's only part of a broader customer service strategy. Continue Reading
Confusion abounds about the difference between flavors of automated CRM: self-service, IVRs and virtual representative. Let's get this straight. Continue Reading