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  • New contact center metrics recommended to fit new customer channels

    With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels. Feature   |   SearchCRM.com

  • Social media channels and contact centers can play together

    Proper staffing, training and strategies can make social media channels work wonders in a contact center, according to industry observers. Feature   |   SearchCRM.com

  • distribution channel

    A distribution channel is the network of individuals and organizations involved in the process of moving a product or service from the producer to the end user. Definition   |   SearchITChannel.com

  • channel strategy

    A channel strategy is a plan for guiding decisions about the path a product or service takes from production through delivery to the end user. There are three channels that must be considered: the sales... Definition   |   SearchITChannel.com

  • Mobile channels: The right and wrong way to reach busy customers

    The increased use of mobile applications means contact centers must properly use mobile channels to connect with their customers, experts say. Feature   |   SearchCRM.com

  • Improving the customer experience through technology

    Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of social media and how users can overcome those shortfalls. E-Book   |   SearchCRM.com

  • Channel veteran Stevinson launches channel BI business

    Vendor and distributor channel veteran Dave Stevinson has taken the wraps off business intelligence operation aimed at helping resellers improve their operations News   |   MicroscopeUK

  • Tying loose ends to improve the customer lifecycle

    The competitive marketplace makes it important to focus on customer retention and up-selling.

    But some organizations are falling short due to poor communication among business channels, according to Richard Snow, author of the... Tip   |   SearchCRM.com

  • Mobile technology makes time management challenging

    Ira Goldstein has all the perks of a typical, jet-setting, 21st-century executive: a high-paying job, power, prestige.

    And his workday is never over.

    As president of the policy solutions group at The Reinvestment Fund in... Feature   |   SearchCRM.com

  • Salesforce opens new channels with Chatter

    For a long time, I have advocated for more and better communication channels within the front office using social technologies.

    Today, the art of communication is typing, sometimes with thumbs. While I am a big fan of what thumbs have... Opinion   |   SearchCRM.com

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