- August 03, 2010
Running an effective customer self-service program means providing consistency across all customer touch-points.
- July 29, 2010
Self-service software encompasses a wide range of technologies. Finding the right system to serve your needs -- and your customers' -- demands careful consideration.
- July 21, 2010
Some email marketing and email service skills translate well to social CRM efforts --but not all, experts warn.
- July 20, 2010
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises.
- July 16, 2010
It's not always easy to integrate CRM with other applications, but Jill Dyche says it's worth it. Learn more from this podcast on CRM integration.
Sponsored by IBM - Now is the time to fully embrace SAP modernization. There is simply too much value in the data contained within SAP applications for any enterprise to risk missing out on potential digital transformation opportunities. See More
Sponsored by IBM - Every enterprise has dozens, hundreds, or even thousands of applications developed through traditional methodologies. Whether those applications were created by internal developers or purchased off the shelf from software publishers, it’s highly likely they were built and deployed using tools and processes that have been around for years. See More
Sponsored by IBM - Enterprise IT teams must do everything in their power to minimize downtime of business-critical SAP applications and ensure they can recover quickly, reliably and securely in the event of a disaster or other emergency. With enterprises fully embracing digital transformation, big data analytics, the Internet of Things and other innovations, they are more dependent than ever on the availability of their SAP environments. See More
Sponsored by IBM - If you’ve committed your organization to cloud-native application development, you’re in good company. Research indicates organizations that take an aggressive pace in adopting cloud-native development are more likely than their less-ambitious peers to report higher revenues. As a result, more and more development efforts are now being envisioned and engineered to be cloud-native from the start, and many of those programs represent an organization’s first foray into the cloud-native development process. See More
- July 15, 2010
In this short software demonstration, Sword Ciboodle shows off its new Crowd application for social CRM and how it integrates with its contact center software.
- July 08, 2010
Much of the hard work of a CRM implementation is ironing out the sales processes before selecting SFA software, say experts and end users.
- July 01, 2010
SaaS vendors' claims don't always stand up. Gartner analysts took a closer look at some myths at the recent Customer 360 Summit.
- June 29, 2010
The renamed Customer 360 Summit, Gartner revealed its analysis of CRM's past and how that history is affecting the present CRM market, plus its predictions of CRM’s future.
- June 24, 2010
Once again, SAP and Siebel top the ranks of CRM vendors, but competitors are closing in quickly, meaning that buyers need to be even more careful with purchasing decisions.
- June 22, 2010
Stop getting caught up in measuring contact center metrics and concentrate on what’s important: customer satisfaction.
- June 11, 2010
With the world's attention turning to South Africa for the World Cup, the call center for the country's tourism board had to ramp up operations fast.
- June 10, 2010
Call recording and performance management vendor NICE said today that it will acquire eglue for $29 million.
- June 01, 2010
With SAP's acquisition of Sybase and RightNow's new mobile capabilities, mobile CRM is taking off. Some early adopters are optimistic.
- May 28, 2010
Get advice and tips on quality monitoring of calls and learn more about analyzing the monitoring data from Deelee Freeman of The Call Center School.