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CRM
June 17, 2014
Sarah Sluis |
LiveOps Integrates with Microsoft Dynamics' New Unified Service Desk Integration will begin with voice and chat channels.   |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
November 11, 2014 |
LiveOps Launches New Agent Recruitment Platform LiveOps' new platform makes it easier for Americans to apply as independent, work-at-home sales and customer service agents. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
March 2010
Lauren McKay |
The 2010 CRM Service Awards: Rising Stars - LiveOps (The Home Team) LiveOps' solutions for outsourcing and workforce management enable contact centers to employ work-at-home agents. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
November 2014
Leonard Klie |
Work-at-Home Solutions Are Transforming Call Center Operations At-home agents can be as productive, if not more so, as those in the contact center. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CIO
April 15, 2011
Stephanie Overby |
Don't Buy Into the Cloud-Based Call Center -- Yet The fully cloud-enabled call center is a few years off, but that isn't preventing vendors from pitching their "call center in the cloud" solutions. Here's what's really available today and five questions you should ask before signing up. |
Bank Systems & Technology
February 1, 2007
Ashwin Goyal |
Breaking Down Channel Silos While siloed systems are nothing new to most banks, increasing pressure to provide a consistent customer experience across all channels is forcing banks to consolidate their applications infrastructure and integrate previously siloed channels. |
Home Theater
April 26, 2007 |
TWC Axes Analog Time Warner Cable's Staten Island Project will provide 100 new channels of HDTV to the southernmost borough of New York City. |
CRM
May 2008
Christopher Musico |
And They're Off! Offshore, that is -- and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race. |
