Features

Features

• Outsourcing CRM: The pros and cons

  Is your organization considering outsourcing CRM? Alan Earls discusses the pros and cons of contact center outsourcing.  Continue Reading

• Toronto bakery reveals the keys to effective social customer engagement

  Get the right tools and strategies to make social customer engagement work for your organization, big or small. It's easier than you think.  Continue Reading

• Social marketing strategy: Why you need one and how to design it

  When it comes to social marketing strategy, what matters most is that you have one. Lena J. Weiner examines the best tips for formulating one.  Continue Reading

• A positive contact center environment: The real secret to success

  Find out why positive and engaging contact center environments are the ticket to free advertising, great marketing and superior customer service.  Continue Reading

• Metrics for success: Building efficiency through contact center metrics

  Contact center metrics are a widely misunderstood topic. Aaron Lester explains how metrics can help your contact center run more smoothly.  Continue Reading

• Contact center industry lifetime achievement winner still not done yet

  ICMI Lifetime Achievement Award winner Gerry Barber shares the lessons he learned during a 30-year career in the contact center industry.  Continue Reading

• Former DJ helps businesses do customer engagement like rock stars

  Former Houston DJ Dayna Steele wants you to know that customer engagement has more to do with rock n' roll than you might think.  Continue Reading

• Automated contact services help health center reduce missed appointments

  Find out how one health care organization integrated automated contact services to engage patients and avoid lost revenue due to missed appointments.  Continue Reading

• Mobile technology makes time management challenging

  Mobile technology has made it easier to solve problems at the office while we aren't at the office. But all that connectedness could mean more work and less play.  Continue Reading

• Railroad mainstay CSX cleans up data quality issues, launches new CRM

  CSX had to get its data quality house in order before it could launch a new CRM system.  Continue Reading

• CRM analytics reveals more about customers -- maybe too much

  Despite privacy and security issues, CRM platforms for analytics allow organizations to use customer data efficiently and make smarter decisions.  Continue Reading

• More to mobile application design than meets the eye

  To design successful mobile applications, companies must remember to consider the back end as well as the front end.  Continue Reading

• Mobile customer service holds customer frustration at bay

  As customers try to solve more problems using mobile apps, they should still have the option to talk to an agent without having to repeat themselves.  Continue Reading

• Moving company unpacks new contact center software after acquisition

  Wheaton Van Lines and Bekins Van Lines joined forces and needed new contact center software to accommodate an expanded business.  Continue Reading

• From Disney to dishwashers: Digital CRM to change customer experience

  Disney World and other companies have started using digital CRM to get pulse of customers and gather data.  Continue Reading