- June 14, 2012
Gartner predicts only half of Fortune 1000 companies will see return on investment from social CRM.
- June 08, 2012
The CRM heavyweights bought up a handful of social CRM start ups this month and it should convince CRM buyers to invest in the technology themselves, analysts said.
- June 05, 2012
A new offering from WhitePages Pro allows call centers to identify cell phone numbers when customers call in.
- May 23, 2012
Mohegan Sun's new CRM software platform aims to connect with customers, reduce agent churn and overhaul the sales force.
- May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
- May 15, 2012
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
- May 10, 2012
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers.
- May 03, 2012
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers.
- May 02, 2012
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.
- April 26, 2012
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness.
- April 23, 2012
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- April 03, 2012
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone.
- April 03, 2012
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them.