• October 04, 2009 04 Oct'09

    chief customer officer (CCO)

    A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief...  Continue Reading

  • October 04, 2009 04 Oct'09

    call center shrinkage

    Call center shrinkage is a measure of how much time is lost in the call center because agents are unavailable to receive calls.  Continue Reading

  • October 01, 2009 01 Oct'09

    SaaS on the rise, but does it deliver?

    The emergence of Software as a Service-based applications has enabled organizations to get new applications up and running quickly and cheaply, saving resources for mission-critical tasks. Hear from experts on the costs and ROI associated with SaaS ...  Continue Reading

  • October 01, 2009 01 Oct'09

    Self-service software demands a strong knowledge base

    The recession has companies looking harder at customer self-service technology, but the underlying knowledge base must be carefully constructed, according to a Gartner CRM Summit speaker.  Continue Reading