Email Alerts
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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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RightNow customers concerned, curious about future with Oracle
Oracle's planned acquisition of RightNow for $1.5 billion has attendees of the RightNow customer summit wondering what the future will hold. News | 25 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
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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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Red Cross boosts donor relationships with new CRM system
The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations. News | 11 Jul 2011