Features

Features

• 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

• Data quality is the key to building customer relationships that last

  Without high-quality data, building customer relationships is a constant struggle. Companies need to clean up messy databases and establish connections based on complete, up-to-date information -- or risk losing business.  Continue Reading

• Customer experience strategy hinges on insight from analytics

  To tailor and improve customer experience, companies need to balance customer experience analytics tools with human insight.  Continue Reading

• Museum puts stock in iBeacon technology to revamp visitor experience

  The Brooklyn Museum in New York is revamping the visitor experience with iBeacon technology.  Continue Reading

• Building a brand: Do all roads lead to Rome?

  Companies take a variety of paths to build their brand and generate customer trust.  Continue Reading

• Privacy concerns arise with proximity-based beacon technology

  Beacon technology aims to change the way retailers interact with customers. But new location-based technologies usher in not only convenience but also privacy concerns.  Continue Reading

• Lead gen software improves, but is still hampered by human hurdles

  With lead generation software available, there's no excuse for sending lame leads to sales. But lead gen needs sales and marketing on the same page.  Continue Reading

• Salesforce implementation positions Bosma Enterprises for growth

  An Ind.-based nonprofit calls on the channel for help integrating its business system and moving it to cloud. One of the project's main challenges: Make its system accessible to the nonprofit's blind or visually impaired workforce.  Continue Reading

• Lead generation software gets a boost with gamification, analytics

  New lead generation tools use gamification and analytics to create competition and boost revenue among sales teams.  Continue Reading

• Location-based apps present opportunities -- and data challenges

  Geolocation apps pair consumer preferences and location to provide real insight about customer preferences. But these apps pose data integration and privacy challenges galore.  Continue Reading

• Legacy technology in contact centers stalls good customer service

  Good CSRs offering good customer service used to be enough for a contact center. But, today, facilities need to dump legacy technology to stay ahead.  Continue Reading