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March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry.   |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
June 1, 2012
Mike Sheridan |
From Contact Center to Next-Generation Engagement Center Companies must update and break down the silos in their operations and, more than ever, examine the state of their current company-customer relationships in order to stay competitive. |
CRM
January 1, 2007
Kate Leggett |
The Informed Agent Customers are searching for a good service experience and will pay a premium to be assured of such service. Only when you have a receptive customer base can you be successful at marketing to them. Help drive customer loyalty with sophisticated knowledge retrieval methods. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
July 26, 2010
Jo Ann Parris |
Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
October 26, 2010
Brent Hayward |
It's About Answers Knowledge-based technologies are now essential to the customer experience. |
CRM
June 10, 2011
Glen Schrank |
The Top 5 Issues in Complaint Management Understanding a 360 degree view of your customers. |
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
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
December 2, 2011
John O'Hara |
Driving Lifetime Relationships Customers are not like cars, but your business should be. |
CRM
January 16, 2012 |
Retailers to Enhance Customer Experience With Microsoft Dynamics AX 2012 for Retail Seamless multichannel insight and customer connection enable retailers to deliver a complete shopping experience. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
CRM
October 18, 2010
Carsten Thoma |
5 Steps to Personalized Customer Contact How to tailor online customer experience to boost loyalty and drive revenue. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
CRM
June 1, 2007
Coreen Bailor |
Market Focus: E-Retail: Buying Into the Customer Experience The retailers that focus on delivering a seamless customer experience have a markedly stronger chance of cultivating customer loyalty. Top 3 Vendors in E-commerce: ATG... Comergent... IBM... |
CRM
February 14, 2014
Leonard Klie |
Pie Digital Launches TotalTechHero Support App for Home Networks With Pie's TotalTechHero, service providers can troubleshoot and fix networking and device issues with the customer via the cloud. |
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
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
| PHONE+ |
PHONE+ Asks: How Will Carrier Consolidation Impact the Agent Channel? Several agents weigh in on this question. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
Bank Systems & Technology
January 31, 2006
Robert Wollan |
CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
December 20, 2013
Scott Hays |
The Nightmare After Christmas Use post holiday returns as a customer service opportunity. While the holiday shopping season brings more chances to engage customers, it also brings more chances to lose them. |
CRM
August 1, 2007
Greg Sanders |
McAfee Automates Online Service McAfee turns to Citrix to leverage chat and remote assistance in the call center. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
PHONE+
Rebecca Rosen |
Asset Management: Maximizing Your Provider Partnerships Leveraging your carriers' resources to ease or accelerate success as an indirect sales agent. |
CRM
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
PHONE+
January 21, 2010
Cara Sievers |
Creating Customer Loyalty -- Best Practices for Keeping Clients Building customer loyalty and being a successful business owner go hand in hand. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
CRM
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
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
October 2010
Lauren McKay |
Proactive: Take the Initiative Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences. |
CRM
December 2012
J. David Lashar |
From Wreckage to Revival Imperatives for CRM leaders in the automotive industry. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
