Features

Features

• Ten leadership tips for contact center managers

  A contact center manager shares guidelines of how fellow leaders can get the most out of their agents when inheriting or 'rebooting' a center.  Continue Reading

• Customer personalization brings intelligence to sales and marketing

  Generic messages to customers and prospects are losing their effectiveness. Today, tailoring interactions to individuals is crucial to make the sale.  Continue Reading

• Omnichannel customer experience doomed without clear goals

  Companies miss the boat in building an omnichannel customer experience if they focus first on technology. They need to start with business objectives.  Continue Reading

• Enterprises see the light on marrying front- and back-office systems

  Marrying front- and back-office data is becoming increasingly important to all sorts of business operations.  Continue Reading

• Mobile payment technologies met with interest -- and caution

  While mobile payment systems have piqued the public's interest, a fragmented market and a cautious consumer base have constrained adoption.  Continue Reading

• Why CRM data silos hobble a 360-degree customer view

  For companies trying to serve customers in multiple channels and get a full picture of customers, data silos can get in the way.  Continue Reading

• Security is a sticking point for mobile payment adoption

  Companies jumping on the mobile payment bandwagon need to tread carefully as consumers are still skeptical about the security of their data.  Continue Reading

• Best practices for upgrading contact center technology

  Various contact center technologies and strategies can help your company run more efficiently and enhance the customer experience.”  Continue Reading

• Contact center knowledge management gives agents clickable intel

  Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.  Continue Reading

• Multimedia-based multichannel CRM still faces uphill battle

  Today's customer service requires that companies use the channels customers prefer. But customers still eye new channels like video chat suspiciously.  Continue Reading

• Can online self-service make contact centers more efficient?

  Companies can use online self-service tools to ease the burden on contact center agents. But phone calls are still critical to multichannel service.  Continue Reading

• Why companies wrestle with the 360-degree customer view

  Getting a holistic view of customers takes more than technology; companies need to eliminate data silos and gain insight about customer experience.  Continue Reading

• Holiday shopping season signals future of mobile engagement

  Mobile shopping is on the rise. Companies trying to appeal to customers on those devices need to make the mobile experience quick and easy.  Continue Reading

• CRM project management requires long-term outlook

  Up-front costs of a CRM system can be daunting at first, but the long-term benefits can justify the expenses -- if companies do their homework first.  Continue Reading

• In healthcare, information silos block patient data analysis

  Government regulations encourage healthcare providers to maintain information silos, hobbling the data analysis that could improve business processes and patient care.  Continue Reading