Features

Features

• 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

• Leading consultant discusses CRM strategies

  Baskaran Natarajan, global head of enterprise CRM solutions at Tata Consultancy Services, sits down for a Q&A on CRM strategies at OpenWorld.  Continue Reading

• Successful CEM strategy, study finds, calls for higher employee wages

  A retailer's successful CEM strategy, study finds, requires above-average employee wages.  Continue Reading

• A top e-commerce strategy seen as ticket to strong sales

  Analysts provide tips on strengthening e-commerce strategies.  Continue Reading

• Contact center performance management leads to happier customers

  Consultant Donna Fluss explains why contact center monitoring is mission-critical, and provides information to help organizations get started.  Continue Reading

• Contact centers need an outside-in approach to technology, analyst says

  A Forrester Research analyst recommends that contact center managers consider the customer's perspective when acquiring new technology.  Continue Reading