• July 28, 2011 28 Jul'11

    Call center video best practices FAQ

    Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid.

  • July 28, 2011 28 Jul'11

    Oracle hopes to improve CRM offerings with InQuira buy

    Oracle plans to extend CRM offerings with knowledge management system from InQuira, which it intends to acquire.

  • July 26, 2011 26 Jul'11

    8 contact center best practices

    These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible.

  • July 25, 2011 25 Jul'11

    Companies craft better customer service with video

    Companies are using video to transform contact centers and give customers more accessible and higher-quality service.

  • July 19, 2011 19 Jul'11

    Call centers move from cost to profit: Evolution (almost) complete

    The promises of transforming call centers into a money maker for the company are starting to come true, John Ragsdale writes in this month's column. See who is still catching up.

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  • July 18, 2011 18 Jul'11

    When is the right time to overhaul contact center technology?

    When legacy contact center systems no longer keep up with business needs, it’s time for new technology. Find out how to assess the need for an upgrade -- and how to make the case to decision makers.

  • July 14, 2011 14 Jul'11

    Microsoft sketches out social plan for Dynamics CRM Online

    Microsoft is set to deliver a social collaboration tool for Dynamics CRM customers by year’s end intended to help users set up and manage teams organized around products or projects.

  • July 13, 2011 13 Jul'11

    Can a contact center play pivotal role in enterprise CRM strategy?

    On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.

  • July 11, 2011 11 Jul'11

    Red Cross boosts donor relationships with new CRM system

    The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.

  • July 07, 2011 07 Jul'11

    CRM metrics video series

    CRM experts from across CRM's core disciplines explain what are the right -- and wrong -- metrics to use to measure a CRM initiative and how to properly set up a metrics program.

  • July 07, 2011 07 Jul'11

    How to ensure CRM metrics effectively align with business goals

    With the increase in CRM metrics available, it’s important to apply the metrics that provide the best feedback about the business drivers. Learn about sales and call center metrics and general best practices for all CRM metrics.

  • July 05, 2011 05 Jul'11

    Front-office technologies in CRM: the new rule of three

    Technology has come to the front office in more ways than one. In fact, three front-office technologies -- social media, analytics and video -- are reshaping the landscape.

  • June 29, 2011 29 Jun'11

    Hyundai tunes up its customer experience management

    Find out how Hyundai boosted its approach to customer experience management. Read best practices for creating customer experience management strategies and learn how to improve customer service.

  • June 23, 2011 23 Jun'11

    How the Red Cross averted a social media disaster

    The American Red Cross took a bad tweet and turned it into a positive experience by responding quickly and staying transparent.

  • June 20, 2011 20 Jun'11

    Answering FAQs about customer satisfaction

    Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric.