Email Alerts
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Contact center software purchases: It’s strictly business
Contact center managers are shifting the discussion of new software away from the on-premises vs. on-demand debate and evaluating software based on traditional business concerns. News
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Web self-service
Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-ser... Definition
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Workforce management (WFM) software
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are pa... Definition
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Service Cloud 3: Is unified communications or social CRM the bigger news?
Salesforce.com unveiled new integration between its customer service software and Facebook, but are its plans for unified communications a bigger deal? Blog
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Companies looking ahead to customer service technology investments
Cloud, social media and virtualization will be just some of the places organizations spend their discretionary IT dollars in the coming year. 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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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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Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure. News
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Voices of CRM: Richard Snow on hosted contact centers
Richard Snow, a contact center technology expert offers advice on evaluating hosted contact center technology, including evaluation criteria and tips for what to include in SLAs and RFPs. Blog
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Avaya-Nortel roadmap shows no clear path to UC in the contact center
Bringing unified communications into the contact center remains more an idea than a reality, and some believe that the combined Avaya-Nortel won't change that dramatically. News