Features

Features

• Contact center technologies finally reflect multichannel realities

  While call centers have gotten a bad rap, new contact center technologies have helped turn their reputation around.  Continue Reading

• Analytics boost the customer experience in multiple channels

  Companies are learning that improving the customer experience makes customer analytics a must-have.  Continue Reading

• A 360-degree view of customers requires better data analytics

  Companies want to use better data analytics to get a more comprehensive understanding of their customers. But today's reality suggests that is in the distant future.  Continue Reading

• Multichannel marketing automation software needs business process focus

  With multichannel marketing automation software a reality, the tools still need to align with user expectations and reflect business processes.  Continue Reading

• Who owns social customer service: Contact centers or social teams?

  Do contact center agents have the right skills to handle social customer service or not?  Continue Reading

• Are companies tone-deaf about social media customer service?

  Customers want customer service wherever they are -- whatever the channel. But many businesses still don't get social media for customer service.  Continue Reading

• Can crowdsourcing ideas boost customer experience?

  Crowdsourcing ideas and product innovation have become more than just novel experiments in several industries.  Continue Reading

• Why multichannel customer service is the new mandate

  Companies have to serve customers where they are. Multichannel customer service is the new mandate for business.  Continue Reading

• Social CRM tools ready for prime time

  Social CRM tools have hit the mainstream. Companies that don't monitor what customers and competition are saying about them could get left behind.  Continue Reading

• Hosted contact centers don't help or hurt customer experience

  Compared with on-premises models, hosted contact centers don't harm or enhance customer experience.  Continue Reading

• Location-based apps bring ease, and privacy concerns, to consumers

  Location-based apps can pinpoint consumer location and make hailing a cab into a thing of the past. But the technology also causes consumer privacy concerns.  Continue Reading

• Contact centers and the hurdle of legacy application integration

  As call centers modernize, they face serious challenges in terms of legacy application integration with new systems.  Continue Reading

• The elusive metric of first-call resolution

  As a measure of getting it right the first time, first-call resolution can be hard to measure -- and even harder for call centers to achieve.  Continue Reading

• A sneak peek for CRM applications and more

  CRM professionals can look forward to new applications hitting the market and redefining the very meaning of the word 'customer,' says Alan Earls.  Continue Reading

• Executing a successful social business platform launch

  Implementing a successful social business platform can be beneficial for companies, but where to start?  Continue Reading