Email Alerts
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Salesforce moves to 'the social enterprise'
Salesforce.com is reborn as social and moving past the cloud. Are you ready? Blog | 17 Jun 2011
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Comcast offers 10 steps to creating a call center social media strategy
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers. News | 15 Jun 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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Long-term strategies for improving self-service success
If you’re serious about boosting self-service success, the time to invest is now, the TSIA’s John Ragsdale writes in this month’s column. Column | 19 Apr 2011
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Finding the ROI in contact center self-service initiatives
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important. News | 06 Apr 2011
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Self-service success rates plummeting, but why?
The effectiveness of self-service channels has been dropping steadily for years. The TSIA’s John Ragsdale offers some explanations and some remedies in this column. Column | 16 Mar 2011
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Game maker’s social media customer service strategy taps self-service, marketing
The maker of Call of Duty and Guitar Hero is providing customer service through Facebook and Twitter but struggling to measure results and still leaning on self service, IVR and the phone channels. News | 17 Feb 2011
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Voices of CRM: Dennis DeGregor and the customer-transparent enterprise
Dennis DeGregor, former head of CRM at Bank of America, shares his thoughts on the customer-transparent enterprise and the new model for CRM in this podcast. Podcast | 08 Feb 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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Financial industry must improve online services to satisfy customer expectations
The recession and the emergence of social networks, mobile-enabled applications and Web self-service have created a new type of customer for all, and financial services in particular need to find ways to serve them. News | 25 Jan 2011