Evaluate

Evaluate

Weigh the pros and cons of technologies, products and projects you are considering.

• Are companies warming to the Microsoft cloud strategy?

  At Microsoft Convergence, an expert says that companies are still hesitant about the cloud, but some are taking refuge in the Microsoft hybrid cloud. Continue Reading

• CRM leadership: Buying, managing and running a system

  Implementing a CRM system is more than just buying software. Executives need to tap into their leadership skills to select the right CRM system and ensure that it brings the desired benefits to the organization. Continue Reading

• Beyond metrics: Putting call center data analysis into action

  How can the numbers enable decision-makers to translate the 'science' of the numbers into the 'art' of analysis? Continue Reading

• Contact center automation takes flight

  Contact centers are wrestling with how to incorporate new communication channels into their strategies while reducing costs and boosting efficiencies. Enter automation. Continue Reading

• Security is a sticking point for mobile payment adoption

  Companies jumping on the mobile payment bandwagon need to tread carefully as consumers are still skeptical about the security of their data. Continue Reading

• Contact center knowledge management gives agents clickable intel

  Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.Continue Reading

• Multimedia-based multichannel CRM still faces uphill battle

  Today's customer service requires that companies use the channels customers prefer. But customers still eye new channels like video chat suspiciously.Continue Reading

• Customer data becomes the turf for companies' competitive advantage

  Corporations are using customer data to gain a competitive edge in the market, but new analytics technologies pose privacy downsides.Continue Reading

• Companies turn to marketing automation, beacons to shine new light on customers

  To succeed in today’s retail market, organizations need to really understand their consumers -- their buying habits, their interactions and their desires. So they’ve turned to new developments such as marketing automation systems and beacon ...Continue Reading

• Salesforce vs. Microsoft Dynamics: Why I choose Salesforce

  While Salesforce can be more costly than Microsoft Dynamics, ease of use and a healthy ecosystem of support can make it a persuasive choice.Continue Reading

• Video, live chat usher in multichannel customer service challenges

  Multichannel customer service now encompasses mediums like video and live chat. But these forums have their own requirements to be effective.Continue Reading

• Can online self-service make contact centers more efficient?

  Companies can use online self-service tools to ease the burden on contact center agents. But phone calls are still critical to multichannel service.Continue Reading

• With M&A activity, IT must get involved

  When M&A activity strikes, IT is invariably affected. Mergers and acquisitions require IT departments to jump into the fray -- and test their mettle.Continue Reading

• Why designing for mobile CRM has been falling flat

  While companies are hot to trot on mobile CRM, they can lose sight of the purpose of mobile tasks: to bring efficiency and productivity.Continue Reading

• Are customer service video, live chat burgeoning channels?

  An expert says that avenues like video and live chat can provide competitive advantage in customer service -- if companies get it right.Continue Reading