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Moving company unpacks new contact center software after acquisition
Wheaton Van Lines and Bekins Van Lines joined forces and needed new contact center software to accommodate an expanded business. Feature | SearchCRM.com
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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
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The new contact center metrics: Putting them to work
There is added pressure for contact center agents today, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper contact center metrics to... E-Handbook | SearchCRM.com
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Companies keep avoiding social media contact center integration
A majority of companies will continue to avoid fully integrating social media channels with their contact centers, consultant Donna Fluss predicts. Opinion | SearchCRM.com
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Contact center technology helps children track Santa Claus' sleigh
It started by accident in 1955. Sears and Roebuck had advertised its hotline to track the whereabouts of Santa Claus, but a newspaper printed the
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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
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Advanced technologies seen as aid to contact center agents
Contact center agents will get help with customer channels from advanced technologies, industry observers say. Feature | SearchCRM.com
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3-2-1 Contact: The call center in a multichannel world
Contact centers can’t live in the past, and agents today need to respond to several growing customer channels: social media, instant messages and live Web chats. That’s a lot to handle! This handbook offers insight into how you can... E-Handbook | SearchCRM.com
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Tie contact center and IT for strong customer experience management
The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that. Feature | SearchCRM.com
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Christian network answers prayers with new contact center software
Christian Broadcasting Network saw significant productivity gains after implementing new contact center software. Feature | SearchCRM.com
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