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Contact center performance management leads to happier customers
Contact center performance management software and processes are mission-critical. CCPM captures and analyzes all aspects of a contact center's performance, and rapidly... Feature | SearchCRM.com
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Leading the SME to cloud
When you stop to think about it, the most enthusiastic adopters of cloud computing and the easiest companies to sell it to should be small and medium-sized enterprises (SMEs). Larger organisations ave substantial legacy infrastructure and bespoke... Feature | MicroscopeUK
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Corporate websites generating leads for SMEs
Internet specialist Fasthosts has revealed that SMEs are generating sales leads from their websites News | MicroscopeUK
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ACCE conference honors the best workers in the call center industry
SEATTLE -- Last night was very exciting for eleven contact center workers that received excellence awards at the International Customer Management Institute Global Call Center Awards ceremony, which took place at the tenth Annual Call Center... ACCE Conference Coverage | SearchCRM.com
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Insurance firm uses call-routing software to reach Hispanic community
A lead generation company is using call-routing software to reach out to Spanish-speaking consumers seeking insurance. Feature | SearchCRM.com
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Underestimating storage requirements leads to VDI failure
It's no secret that virtual desktop infrastructure involves significant storage costs, but the problem is exacerbated by vendors that vastly underestimate... Feature | SearchVirtualDesktop.com
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CRM analytics reveals more about customers -- maybe too much
A man walked into a Target store near Minneapolis demanding to speak to the manager, a jumble of coupons for baby clothes and cribs in his hands. His 16-year-old daughter had just received them, and he was fuming. But when the store... Feature | SearchCRM.com
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SugarCon speaker reveals 10 reasons why social CRM projects fail
Ten reasons why social CRM projects fail, at a glance
1. Wrong culture
2. No compliance policy
3. No established goals
4. Lack of managerial support
5. Insufficient... Social CRM Strategy | SearchCRM.com
Loyalty programs good, observers say, but customer service must lead
To ensure they thrive in a struggling market, companies everywhere are experimenting with a whirlwind of loyalty... News | SearchCRM.com
Integrate customer data for a solid social media business strategy
Once a company's culture has undergone profound changes, it's time for executives and employees to start thinking about the... Tip | SearchCRM.com
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