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Oracle ties social, CRM, analytics products to customer experience
Oracle is bringing together its many social, analytic and CRM acquisitions under a new customer experience management product strategy. News
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Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News
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Mobile CRM apps aim to connect smartphones, contact centers
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers. News
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Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News
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Experts say CEM technology can build single view of customer
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels. News
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Is your call center multichannel or cross-channel ?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts. Answer
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Building a multichannel contact center
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI. News
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multichannel marketing
Multichannel marketing is offering customers more than one way to buy something - for example, from a Web site as well as in retail stores. Definition
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Click here, I'll call you right back
An emerging technology, click-to-callback, is helping companies better leverage true multi-channel communication by reaching out to online consumers via the phone. Article
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Five basic steps to a multichannel customer strategy
Tracking and serving customers across multiple channels can be one of the most difficult aspects of CRM. Here are some fundamental principles to keep in mind. News