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CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win.   |
CRM
August 1, 2006
Coreen Bailor |
On the Scene: G-Force 2006--Model Maturity Many organizations struggle to communicate with customers across channels and departments. Looking at metrics is essential to improving performance. Here are highlights of a contact center capability model. |
CRM
July 2, 2014
Robert Killory |
The Contact Center Revolution While the benefits of the cloud are obvious, figuring out the logistics is less clear. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution. |
CRM
March 2011 |
Is a Contact Center Revival 'Up Around the Bend'? The idea of customers helping customers appeals to organizations for its low-cost and brand-building benefits. Vendors were evaluated based on their ability to provide Web self-service, email management, click to call, chat, and social media community support. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
March 2014 |
The 2014 CRM Service Awards All of them are pioneers in their own right and have contributed to bringing the industry to new heights. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
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
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
HRO Today
Dec 2007/Jan 2008
Roy Saunderson |
Start Right, End Right Many companies have recognition programs dying on the vine and not producing anything. With a little planning, these programs can be extremely beneficial. |
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
November 16, 2015
Tim Pickard |
Is Silo Mentality Hurting Your Customer Experience? Foster a collaborative mind-set within your company. Your customers will thank you for it. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
CRM
December 2013
David Myron |
CRM -- What Lies Ahead in 2014? We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Elite: Oracle Service Cloud Catalyzes Multichannel Support Strategy The 'right technology' helps Kohl's carry out a deep reorganization of its customer care team. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
August 18, 2015 |
Oracle Updates Service Cloud and Oracle Social Cloud The latest releases of Service Cloud and Social Cloud enable brands to leverage social channels and self-service communities to expand customer engagements and business insights. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
November 2014
Robert Wollan |
Is Social Media Still Just Hype? When used wisely, this channel can be a B2C gold mine. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
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
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
August 2005
Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
CRM
December 2, 2011
John O'Hara |
Driving Lifetime Relationships Customers are not like cars, but your business should be. |
Investment Advisor
June 2009
Robert F. Keane |
A 20-Year Investment Theme Why climate change is likely to be one of the major investment themes of the next 20 years. |
CRM
November 4, 2011
Leonard Klie |
VoiceHub Launches Low-Cost Call Router with Speech Recognition VoiceHub brings a speech recognition-based phone service to entrepreneurs, mobile workers, and small to medium businesses. |
Financial Advisor
December 2010
Jerilyn Klein Bier |
Partly Cloudy The global investment community reacts to U.S. legislative uncertainty On Climate Change. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
January 2012
Judith Aquino |
Don't Count Out Email Yet New advances make email a smart choice for marketers. |
