Features

Features

• Are companies tone-deaf about social media customer service?

  Customers want customer service wherever they are -- whatever the channel. But many businesses still don't get social media for customer service.  Continue Reading

• Can crowdsourcing ideas boost customer experience?

  Crowdsourcing ideas and product innovation have become more than just novel experiments in several industries.  Continue Reading

• Why multichannel customer service is the new mandate

  Companies have to serve customers where they are. Multichannel customer service is the new mandate for business.  Continue Reading

• Social CRM tools ready for prime time

  Social CRM tools have hit the mainstream. Companies that don't monitor what customers and competition are saying about them could get left behind.  Continue Reading

• Hosted contact centers don't help or hurt customer experience

  Compared with on-premises models, hosted contact centers don't harm or enhance customer experience.  Continue Reading

• Location-based apps bring ease, and privacy concerns, to consumers

  Location-based apps can pinpoint consumer location and make hailing a cab into a thing of the past. But the technology also causes consumer privacy concerns.  Continue Reading

• Contact centers and the hurdle of legacy application integration

  As call centers modernize, they face serious challenges in terms of legacy application integration with new systems.  Continue Reading

• The elusive metric of first-call resolution

  As a measure of getting it right the first time, first-call resolution can be hard to measure -- and even harder for call centers to achieve.  Continue Reading

• A sneak peek for CRM applications and more

  CRM professionals can look forward to new applications hitting the market and redefining the very meaning of the word 'customer,' says Alan Earls.  Continue Reading

• Executing a successful social business platform launch

  Implementing a successful social business platform can be beneficial for companies, but where to start?  Continue Reading

• Predicting the future of CRM in 2014 and beyond

  Big changes are afoot in the CRM market. This article explores the trends that will reshape the future of CRM, say experts.  Continue Reading

• Making customer connections with interactive digital marketing

  MetroClick's co-founder Jesse Cooper discusses interactive digital marketing and its impact on customer engagement.  Continue Reading

• Employee social networks: How one call center made it work

  Employee social networks: Improving collaboration and solving problems together? Or a giant waste of time? Read how one call center made it work.  Continue Reading

• Why workforce management and customer experience go hand in hand

  Associate workforce management, or WFM, and customer experience have more in common than you might think.  Continue Reading

• Why multichannel CRM makes customer data acquisition less painful

  Organizations that run multichannel contact centers have an easier time accessing customer data.  Continue Reading