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
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
Many companies these days are launching some sort of social CRM initiative as part of an effort to reach out to... Podcast | SearchCRM.com
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
When customers need help, they don't want to log on to a mobile application and search through a list of frequently asked questions before ultimately having to use another channel to reach a customer-service operator, a step they could have taken... Feature | SearchCRM.com
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
Alongside a cacophony of guitar riffs and drumbeats, the staff of School of Rock needs to communicate with dozens of its franchise owners around the world.
The music school, which takes a teaching approach similar to that of Jack Black in... News | SearchCRM.com
Jeff Esposito knows his company has to use Twitter for customer service because, quite simply, that's where customers want to connect.
Esposito is the social media manager... Feature | SearchCRM.com
Data center switching vendor Mellanox will support open source software on its switches, giving customers more choice in how they run their networks. News | SearchNetworking.com
Guy Thier has a free membership to Bally Total Fitness and would love to work out.
What stops him... Business Informers | SearchCRM.com