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Ins and outs of contact center software for 2017
Contact center infrastructure evolves quickly and updates are inevitably necessary. Here's how to identify and make the changes your organization needs to ensure customer success.
Top five CRM trends you should know about
CRM has undergone rapid change lately -- including the use of social media and a change in call center practices. Here's a look at five CRM trends that shaped 2012.
User interfaces: CRM-Outlook integration
Face it, sales reps spend more time in Outlook than any other application. That’s what makes CRM-Outlook integration so important. Compare the major CRM vendors’ email integration here.
User interfaces: Mobile CRM applications
Ensuring a successful CRM implementation requires a user-friendly, navigable user interface (UI). Compare the major vendor’s mobile UIs here.
Free Guide: Acquia Lift v. Evergage v. Google Optimize
As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.
Trending Topics
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CEM across channels
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Management strategies News
Hosted software moves marketing to the head of the line
While marketing resource management remains a relatively immature technology, hosted applications offer an easy entry point and test case, according to Gartner.
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CEM strategy
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SaaS and cloud costs
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Data governance
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Strategy and effectiveness News
Number of at-home agents to skyrocket
The number of contact center agents working from home is set to explode over the next four years, according to a recent report.
Topics Covered
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Call center management and customer service (8) +
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CRM and marketing (6) +
CRM learning center
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CRM management (5) +
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CRM technology and software decisions (8) +
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Customer data management (6) +
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Customer experience management (7) +
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Sales management strategy (3) +
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Software as a Service CRM and CRM on demand (5) +
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Ins and outs of contact center software for 2017
Contact center infrastructure evolves quickly and updates are inevitably necessary. Here's how to identify and make the changes your organization needs to ensure customer success.
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Problem Solve
View All Problem SolveHow to use Office Communicator for instant messaging in Microsoft CRM
Acccording to our expert, the best way to provide instant messaging capabilities to your Microsoft Dynamics CRM 4.0 users is to leverage the presence integration between Microsoft Dynamics CRM and Microsoft Office Communicator.
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customer experience management
Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.
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customer relationship management
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Gartner: Now is the time to buy MRM software
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Contact Center Management Resources
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CRM / Call Center Basics
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Marketing software needs a sound business plan
It's not enough to just purchase new marketing software. Your overall business strategy will determine your company's needs and steer you away from costly mistakes.
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Get Started
Ins and outs of contact center software for 2017
Contact center infrastructure evolves quickly and updates are inevitably necessary. Here's how to identify and make the changes your organization needs to ensure customer success.
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Get Started
Microsoft Dynamics CRM software
Microsoft Dynamics CRM software is a customer relationship management package available in the cloud and on premises.
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Vendor Resources
- Digital Journeys: 4 Mistakes You're Making, and How to Fix Them –White Paper
- Customer Experience Trends Report 2019 –Research Content
- Customer Experience Trends 2019 –eGuide
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News
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Guide to call center operations
Call center operations have been affected in numerous ways by the growth of social media and mobile, particularly with new technologies and metrics.
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Live from Dreamforce 2012
The latest news, features, video and analysis from Salesforce.com's annual conference, Sept. 18-21, at the Moscone Center in San Francisco.
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs.