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CRM
November 22, 2010
Koa Beck |
Cisco Systems Introduces Collaboration Software for Social Media Interactions Cisco Systems, a networking and communications technology provider, has announced a customer collaboration software suite to help businesses track and respond to social media interactions: Cisco SocialMiner and Cisco Finesse.   |
CRM
May 2, 2012 |
C3 Customer Contact Channels Partners with Social Dynamx for Social Media Customer Care Needs C3 becomes first with advanced capabilities to manage social media conversations. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
August 19, 2014
Maria Minsker |
CRM Evolution 2014 Day Two: Customer Engagement Is the Future of CRM Brands need to revise their digital, mobile, and call center strategies. |
CRM
December 5, 2013 |
Frost & Sullivan Says Increased Functionality Driving Contact Center Systems Sales in EMEA In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa. |
CRM
June 3, 2011
Jason Peck |
Engage Customers With Social Media Taking your company to the next level. Having a process for engaging customers with social media is crucial to success. |
CRM
November 30, 2011
Judith Aquino |
Salesforce Takes Enterprise Social Media Marketing to the Cloud Radian6 Social Marketing Cloud lets companies monitor 150 million sources of social media conversations and more |
CRM
August 6, 2013 |
Engagor Launches in the U.S., Secures $2.6 Million in Funding The provider of a real-time customer engagement, social media monitoring, and analytics platform opens a San Francisco office. |
CRM
November 7, 2012 |
The Cloud Changes Everything in Oz Contact centers in Australia will shift to more cloud-based solutions starting in 2015, according to a Frost & Sullivan report. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
June 16, 2011
Brittany Farb |
Meltwater Launches Buzz Engage Meltwater unveiled yesterday Buzz Engage, fusing the social CRM and business offerings it gained in its March acquisition of Jitterjam with the social media monitoring and analysis capabilities of its own Buzz solution. |
CRM
May 2014
Leonard Klie |
The New Roles of Customer Service Outsourcers Labor rates are no longer the main concern as companies consider outsourcing their contact centers. |
CRM
June 2012
Judith Aquino |
Find the Right Social Media Monitoring Tool Knowing how your brand is faring on the Web is essential, but which solution is best for your organization? |
CRM
July 1, 2004
David Myron |
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. |
CRM
February 9, 2011
Koa Beck |
Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement Alcatel-Lucent has released the Genesys Social Engagement solution, which monitors, analyzes, and connects consumers over social media and traditional channels, providing visibility into customer engagement and community trends. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
September 2015
Leonard Klie |
Contact Centers Continue Cloud Migration ContactBabel sees huge growth in hosted customer support |
CRM
April 19, 2011
Leonard Klie |
Sitecore Releases the Customer Engagement Platform The new software solution combines analytics, interaction automation, and personalization across channels. |
CRM
December 2015
Garrison Wynn |
Do Your Call Center Agents Think They Have a Good Job? Engaged workers will feel connected to the bigger picture |
CRM
October 3, 2013 |
HP Adds Social Media to Customer Engagement Management (CEM) Services HP Enterprise Services today announced new and enhanced services that support enterprises in their efforts to connect with customers via social media channels all while improving the bottom line. |
CFO
October 1, 2008 |
Discontent Runs High A lack of engagement in the job is all too common in North American workforces. |
CRM
December 7, 2012 |
Latin America's Contact Center Market Is Booming Adoption of interactive voice response and agent performance optimization systems is increasing. |
CRM
August 23, 2013
Connor Marsden |
The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue. |
CRM
February 2015
Leonard Klie |
SIO Emerges as a New Contact Center Segment Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
Bank Technology News
January 2011
Rebecca Sausner |
Green Lighting the Script The sure way to make money selling products to banks these days is to peg your pitch to "compliance." |
CRM
April 27, 2011
Leonard Klie |
Mzinga Releases Customer Experience Solution The solution combines many social media and customer service tools in a single offering. |
CRM
March 1, 2005 |
Hot Seat: Will VoIP Reinvent the Contact Center? Why or Why Not? Industry leaders weigh in on VoIP in the contact center: Yes. Leveraging IP in the contact center makes it more cost-effective... It isn't a yes or no answer by any means... It already has reinvented the contact center... etc. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
July 16, 2015 |
Ytel Launches VoicePath for Contact Center Agents Ytel's VoicePath guides agents with scripted audio responses. |
CRM
August 3, 2012
Carrie Scott |
Reinvigorate Email Marketing Marketers need to focus on new methods of engagement to combat declining ROIs and deliverability. |
CRM
June 2014
Paul Greenberg |
What's Customer Engagement Again? More than just a buzzword, it's key to retaining today's digital customer. |
CRM
May 2, 2013
Kelly Liyakasa |
Social Media Amplifies the Customer Experience To be successful, identify goals and stakeholders, and execute on strategy. |
AFP eWire
December 1, 2009 |
Social Media Performance Linked to Financial Success A new study shows that companies that are significantly involved in social media efforts have consistently experienced strong financial growth over the past 12 months and offers advice for organizations (including nonprofits) on growing social media engagement. |
CRM
March 15, 2013
Mahendra Penumathsa |
Interpreting Customer Life Cycles to Increase Lifetime Value Use these indices to manage customer engagement and predict your renewal business. |
Military & Aerospace Electronics
September 2006 |
Market in Transition: North American ATM Equipment Revenues to Drop Over Next Decade Revenues from North American sales of air-traffic management equipment are expected to drop by 46.7% during the decade from 2005 to 2014, according to analysts. |
CRM
March 1, 2008
Christopher Musico |
Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home. |
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
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
CIO
March 28, 2012
Michael Friedenberg |
How CIOs Can Help Facilitate Systems of Engagement The CEO community is turning to CIOs to help accelerate revenue growth and deepen engagement with customers. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
IndustryWeek
March 1, 2006
Jonathan Katz |
Conferencing Solutions Converge Integrated collaborative technologies provide multiple ways to communicate simultaneously. |
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. |
IndustryWeek
July 11, 2012 |
Employee Engagement: Room for Improvement The news is positive; engagement is up, according to Aon Hewitt report. |
CRM
October 1, 2005
Coreen Bailor |
On the Scene--Talk Good: Best Practices in Speech Deployment Industry experts provide guidance for considering and deploying speech technologies. |
CRM
April 2014
David Myron |
Why Customer Experience Is a Bad Metric This year, we received more conference presentation pitches than ever before, and many of them focus on...you guessed it -- customer engagement. |
HBS Working Knowledge
February 9, 2004
Beer & Eisenstat |
Got a New Strategy? Now Make it Happen Many strategies never take off for lack of honest discussion. |
CRM
March 2010
Lauren McKay |
The 2010 CRM Service Awards: Service Leaders -- Outsourcing Analysts praise Convergys' "seasoned management team" and its "overall strong value proposition." |
