Features

Features

• Social media channels and contact centers can play together

  Proper staffing, training and strategies can make social media channels work wonders in a contact center, according to industry observers.  Continue Reading

• Mobile engagement at Krispy Kreme: Clever sensors ping doughnut lovers

  Easy-to-use apps that are designed specifically for mobile devices are a great way to engage customers. Just ask the folks at Krispy Kreme.  Continue Reading

• Mobile channels: The right and wrong way to reach busy customers

  The increased use of mobile applications means contact centers must properly use mobile channels to connect with their customers, experts say.  Continue Reading

• Advanced technologies seen as aid to contact center agents

  Contact center agents will get help with customer channels from advanced technologies, industry observers say.  Continue Reading

• Emirates Airlines creates a Windows 8 CRM application for the sky

  Emirates Airlines created a Windows 8 CRM application for the HP ElitePad 900 to improve customer relations.  Continue Reading

• CEM requires more than just customer service skills

  It’s not just tools companies need to power customer experience management; it’s employees who can do the job. And the skills those workers need to go far beyond mere customer service.  Continue Reading

• CEM jobs employ both sides of the brain

  Every customer experience management project needs a creative thinker, but what about a numbers guy or a people person? Success depends on getting all three in one hire, industry observers say.  Continue Reading

• Customer experience management technologies shape business strategies

  With technology rapidly changing, companies want the latest innovations that mesh with their customer experience management strategies. But it also takes the right employees to make CEM work, industry observers say.  Continue Reading

• Sales compensation management system boosts visibility at prosthetics supplier

  Salespeople at a California prosthetic supplier get paid faster, work smarter with sales compensation management system software.  Continue Reading

• Tie contact center and IT for strong customer experience management

  The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that.  Continue Reading

• Treat customers like assets and they will act in kind

  Treating patrons like assets and aligning company priorities is touted as a winning customer experience management strategy.  Continue Reading

• More companies join CEM choir but still lack maestros

  Getting a full view of customers and anticipating their needs will create a winning CEM strategy, according to executives and experts.  Continue Reading

• Christian network answers prayers with new contact center software

  Christian Broadcasting Network saw significant productivity gains after implementing new contact center software.  Continue Reading

• Contact center outsourcing should offer social support, analyst says

  Not every contact center outsourcer has a handle on social and mobile channels, according to a Constellation Research analyst.  Continue Reading

• Wine lovers use social media tools to foster an online community

  The non-profit Guild of Sommeliers could teach big business a thing or two about building an online community.  Continue Reading