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CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls.   |
CRM
February 2014
Donna Fluss |
Exploring the Role of Cloud-Based Contact Center Solutions Adoption is growing, but concerns remain. |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
Wall Street & Technology
September 20, 2007
Melanie Rodier |
Study Shows Most Enterprises Lack a Strategic Security Vendor A report shows though most enterprises across industries do not have a strategic security vendor, nearly all plan to invest more in security solutions in the next 12 to 18 months. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
IndustryWeek
April 1, 2009
David Blanchard |
The Road to Recovery Goes Through IT Companies look to IT departments to improve their operational efficiency. |
InternetNews
November 9, 2010 |
Enterprise 2.0: A Surprise Social Media Convert Even the Luddites at the State Department have adopted social media. So what can enterprises learn from that experience? |
InternetNews
January 14, 2010 |
IT Needs to Manage Social Networking: Cisco The social craze has taken root in the enterprise. So how are admins coping? Not too well, Cisco finds. |
CRM
March 1, 2007 |
Statistically Speaking Business leaders are most worried about data security and terrorism, according to a study... 79% of consumers find mobile ads annoying... The contact center performance management market will grow by 27.5%... |
CRM
January 2013
Donna Fluss |
Why Contact Centers Are Moving to the Cloud Low cost and flexibility make this a win-win solution for many enterprises. |
Job Journal
March 12, 2006
Michael Kinsman |
Intimidating Prospects The process that we call networking is an essential component of everyone's job search. |
CRM
February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. |
Job Journal
August 10, 2008
James E. Challenger |
Are Social Networking Sites Good for Business? One in four employers bans workplace access to social networking sites like MySpace and Facebook, claiming the sites are a major drain on worker output. However, signs indicate social networking could be the next step in business evolution. |
HBS Working Knowledge
February 9, 2015
Carmen Nobel |
Professional Networking Makes People Feel Dirty Francesca Gino and colleagues find that people avoid professional networking -- even though it's good for their careers -- because it makes them feel morally dirty. |
CRM
September 2010
Daniel Hong |
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. |
InternetNews
January 27, 2011 |
Juniper Ends 2010 Strong, Touts Falcon, Stratus Networking vendor reports solid financials for fourth quarter and full-year 2010 as it gears up for major initiatives focused on data center architecture and mobile networking. |
PHONE+
Jean Kelley |
Take Your Business Networking to a New Level While purely "social" social networking sites can have a business aspect to them, it's important for business owners, executives and managers to have a strong presence on the tried-and-true business networking sites (example: LinkedIn). |
AskMen.com
November 30, 2003
Edward Chalmers |
22 Ways To Network Like A Pro Networking is not always about moving up the corporate ladder, although that is an important by-product. It is about obtaining information and making contacts that could help you in your day-to-day business life. It is an essential tool, even if you're not looking for a new job. |
CRM
April 2010
Christopher Musico |
Speech Analytics Why speech analytics is starting to get a little more than recognition. |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
January 4, 2013
Leonard Klie |
It's Not Too Late to Start on Social A report from DMG Consulting outlines steps companies need to take to address issues on social media. |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
CRM
March 10, 2011
Brittany Farb |
Workforce Optimization Gets Optimized DMG research shows innovation and growth to continue in the WFO market through 2013. |
D-Lib
May 2005
Malama, Landoni & Wilson |
What Readers Want: A Study of E-Fiction Usability Many of the principles for designing the visual components of electronic textbooks can also be applied in the fiction genre. |
