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CRM November 5, 2015 Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains.  |
CRM August 28, 2014 Mike Hennessy |
5 Best Practices for Deploying an Intelligent Virtual Assistant The right technology can help customers, increase sales, and boost your brand.  |
CRM April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior.  |
CRM October 2015 Leonard Klie |
The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot  |
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 June 2012 Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012.  |
CRM November 2015 Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps  |
CRM May 2011 Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time  |
CRM November 2013 Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going?  |
PC Magazine November 28, 2007 Matthew D. Sarrel |
SMB Boot Camp: Give Your Web Site a Human Touch How live chat can help your business.  |
CRM January 2012 Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role.  |
CRM December 2011 Carolyn Baird |
Customer Intimacy Redux in the Digital Ecosystem Fusing CRM and social media is key.  |
CRM May 15, 2013 Leonard Klie |
Customer Service Is the Only Metric That Matters Interactions panelists say customers should be the center of all that happens in the contact center.  |
CRM July 1, 2009 Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction.  |
CRM November 2014 Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey.  |
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 January 1, 2006 |
The Pulse: What Web Support Service Will Your Organization Implement in the Next 12 Months as Part of Its Online Self Service Initiative? This reader poll shows businesses plan to implement new Web support services such as natural language search, chat and forums.  |
U.S. Banker July 2011 Glen Fest |
Smart Strategies for Dumb Phones Banks must balance the urge to make investments for a smartphone world against the needs of today s customers -- and a majority of them use standard cell phones.  |
CRM December 2, 2011 John O'Hara |
Driving Lifetime Relationships Customers are not like cars, but your business should be.  |
CRM August 2006 Coreen Bailor |
The Why Factor in Speech Analytics Don't allow the customer information that lies in recorded calls to go unreported and unnoticed - incorporating speech analytics can help improve business areas throughout the enterprise.  |
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 January 2010 Christopher Musico |
Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?  |
CRM December 2014 Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions.  |
Wall Street & Technology May 31, 2007 Kyle Duckers |
Savvy Financial Services Firms Tap Employee Intelligence For Strategic Decision Making The challenge for most capital markets firms is not a lack of raw data, but a lack of context and insight based on that information.  |
CRM January 2010 Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies.  |
CRM October 15, 2015 |
FollowAnalytics Launches Contextual Campaigns Marketers can use Contextual Campaigns to send triggered, targeted messages to specific consumer segments based on actions taken.  |
CRM March 2011 Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope.  |
CRM November 2012 Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face.  |
CRM March 2015 |
The 2015 CRM Service Awards: Rising Stars Our six Rising Stars proved their dedication to improving customer service via a variety of channels.  |
CRM September 22, 2014 Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight.  |
CRM December 2012 Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels.  |
Search Engine Watch November 13, 2009 Gregg Stewart |
The Year of Mobile: Closer Than We Think? Consumers are increasingly relying on smartphones and other mobile devices to select local businesses and brands. Consider these trends.  |
CRM April 2014 Leonard Klie |
3 Reasons to Boost Your Contact Center's Strategic Value Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.  |
InternetNews August 6, 2007 Larry Barrett |
Big Brother Comes to the Call Center, But It's Good Autonomy's new speech-analytics software gives companies detailed analysis of customer calls, online chats and e-mails on the fly.  |
CRM August 28, 2012 Judith Aquino |
Indicee Unveils Indicee Analytics for Salesforce Chatter New app lets users analyze contributions, influencers, trends and opportunities within collaboration tool.  |
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.  |
InternetNews June 9, 2010 |
Demandbase, LivePerson Tailor Real-Time Chat The combination of Demandbase's Real-Time ID service and LivePerson's chat platform is designed to streamline online sales and support efforts.  |
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 September 12, 2012 |
IBM Brings Analytics to Social Business Processes Companies can use the new IBM Connections software to apply analytics to social business initiatives.  |
CRM December 10, 2012 Judith Aquino |
Moxie Software Rolls Out Social Chat App for Facebook Engage+ analyzes users' Facebook profile data for personalized interactions.  |
CRM April 2011 Denis Pombriant |
An Unlikely Pairing: Analytics and Video These technologies will play a bigger role in everyday business processes and mobile devices.  |
CRM September 14, 2015 |
NewVoiceMedia to Launch Vision for Sales and Service, Powered by Salesforce Wave Vision extends the power of the Salesforce Wave analytics platform to provide insight into customer communications from any device.  |
CRM September 2013 Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company.  |
CRM August 22, 2014 Sean Gordon |
5 Ways Small Data Can Be More Valuable than Big Data Real-time information lets your business act more quickly.  |
CRM March 2014 Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome.  |
CRM September 2011 Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company  |
CRM July 2014 Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM.  |
CRM November 9, 2012 Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business.  |
CRM August 2011 Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years  |
CRM February 2015 Maria Minsker |
Predictive Analytics Will Be a $2.3 Billion Market by 2019 The technology is maturing to handle the influx of data from mobile devices and the Internet of Things.  |