Email Alerts
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Oracle hopes to improve CRM offerings with InQuira buy
Oracle plans to extend CRM offerings with knowledge management system from InQuira, which it intends to acquire. News | 28 Jul 2011
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Call center video best practices FAQ
Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid. News | 28 Jul 2011
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8 contact center best practices
These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible. News | 26 Jul 2011
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Companies craft better customer service with video
Companies are using video to transform contact centers and give customers more accessible and higher-quality service. News | 25 Jul 2011
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Can a contact center play pivotal role in enterprise CRM strategy?
On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report. News | 13 Jul 2011
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Best practices to ensure the success of contact center self-service
Find out which tasks work best with self-service and learn how to measure the effectiveness of a self-service implementation in the contact center. News | 11 May 2011
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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 | 05 May 2011
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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 | 04 Mar 2011
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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 | 03 Feb 2011
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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 | 16 Dec 2010