Features

Features

• Making customer connections with interactive digital marketing

  MetroClick's co-founder Jesse Cooper discusses interactive digital marketing and its impact on customer engagement.  Continue Reading

• Employee social networks: How one call center made it work

  Employee social networks: Improving collaboration and solving problems together? Or a giant waste of time? Read how one call center made it work.  Continue Reading

• Why workforce management and customer experience go hand in hand

  Associate workforce management, or WFM, and customer experience have more in common than you might think.  Continue Reading

• Why multichannel CRM makes customer data acquisition less painful

  Organizations that run multichannel contact centers have an easier time accessing customer data.  Continue Reading

• Effective multichannel CRM requires sharing, attention to security

  CRM pros explain what it takes to maintain a single view of the customer -- regardless of how that customer chooses to contact a business.  Continue Reading

• Database admin ensures customer data security in a multichannel world

  In a multichannel contact center, many people may need access to customer data. Learn to ensure data security under challenging conditions.  Continue Reading

• Multichannel integration is the next step for customer service

  There have never been more ways to connect with customers. That's why forward-thinking companies are integrating data across channels.  Continue Reading

• Customer experience metrics: How do you measure happy?

  Customer experience metrics are growing in popularity. But, at a time when organizations want to measure everything, what are the important data points to measure?  Continue Reading

• The future is now for mobile contact center apps

  Mobile contact center applications are still maturing, but they should service the new default: Consumers' mobile way of life.  Continue Reading

• Five customer experience management lessons learned from 'Breaking Bad'

  What can you learn from watching TV's 'Breaking Bad'? A lot about customer experience management, according to one expert.  Continue Reading

• Is mobile customer service the future of CRM?

  Mobile applications are defining the future of customer relationship management.  Continue Reading

• Potential pitfalls of small business CRM software

  When a small business decides it needs CRM software, what are the potential pitfalls?  Continue Reading

• The secrets of social media for business, revealed

  Many companies want to use social media in business but don't know how where to start. Here are some keys to getting on the right path.  Continue Reading

• Help yourself: Self-service CRM questions answered

  Is self-service CRM the opposite of customer service? Read this Q&A with Amanda Kleha to learn why some think it gets a bad rap.  Continue Reading

• Blue Shield agent maximizes call center efficiency, customer experience

  Jessica Kaufman began working at a Blue Shield of California looking for anonymity … and found the secrets to call center efficiency.  Continue Reading