Features

Features

• The pros of virtual call centers still up for debate

  Virtual call centers provide agents and companies with flexibility and potentially lower costs. But can they provide equal or better customer service?  Continue Reading

• Location-based mobile applications poised to take off

  Location-based mobile application adoption is poised to take off, given technology improvements and cost reduction.  Continue Reading

• Cross-channel marketing lives or dies by data quality initiatives

  Successful cross-channel marketing campaigns need clarity of purpose and ongoing data quality initiatives.  Continue Reading

• Making social CRM tools effective

  Just putting social CRM tools into place is a strategy for failure. Here's some guidance on how to choose the tools your business needs.  Continue Reading

• Mobile POS systems gain ground among SMBs

  Mobile POS systems free salespeople from being chained to registers, allowing them to serve customers where they are: on the retail floor.  Continue Reading

• Contact center technologies finally reflect multichannel realities

  While call centers have gotten a bad rap, new contact center technologies have helped turn their reputation around.  Continue Reading

• Analytics boost the customer experience in multiple channels

  Companies are learning that improving the customer experience makes customer analytics a must-have.  Continue Reading

• A 360-degree view of customers requires better data analytics

  Companies want to use better data analytics to get a more comprehensive understanding of their customers. But today's reality suggests that is in the distant future.  Continue Reading

• Multichannel marketing automation software needs business process focus

  With multichannel marketing automation software a reality, the tools still need to align with user expectations and reflect business processes.  Continue Reading

• Who owns social customer service: Contact centers or social teams?

  Do contact center agents have the right skills to handle social customer service or not?  Continue Reading

• 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