Problem solve
Get help with specific problems with your technologies, process and projects.
Problem solve
Get help with specific problems with your technologies, process and projects.
Four steps to create a consistent social media voice
Companies can create a single social voice to engage customers by establishing cross-functional engagement roles and training employees with “actionable playbooks.” Continue Reading
Give agents varied challenges during contact center downtimes
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading
Treat CEM as core task, not add-on
Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan. Continue Reading
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Expand loyalty programs to reward social activity
Plan to reward customers for social network activity and consider “lifestyle” rewards instead of just discounts -- a cooking lesson, maybe? Continue Reading
Customers consider free tools for social listening
Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening. Continue Reading
Is your call center multichannel or cross-channel?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts.Continue Reading
Buyers should seek IT guidance for CRM deployments
Buyers can get help from IT when making a system selection for their CRM operations and find a way to work as partners. IT can operate as a realistic brake on the expectations that the line-of-business folks have on how the program or project can be...Continue Reading
Set strategy to target social media influencers
Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers.Continue Reading
Live chat customer support software -- a cost or benefit?
Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center.Continue Reading
How to account for temporary call center shrinkage
Expert Lori Bocklund explains how to calculate call center shrinkage when dealing with employees’ temporary absences.Continue Reading
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Getting a firm ROI on a customer service tracking system
What’s the best way to show ROI for implementing a customer service tracking system? Richard Snow of Ventana Research has tips about how to make the business case to upper management.Continue Reading
Tools to help improve sales performance metrics
Looking for ways to keep track of sales performance metrics? Ventana Research’s Richard Snow has a few tips on how to measure metrics without too much assistance from IT.Continue Reading
Evaluating CRM options for the Mac
The CRM options compatible with Macs are few and far between. Expert Paul Greenberg has suggestions on how to start your search evaluating Mac CRM software.Continue Reading
Improving end-to-end processes to help customer service
Expert Lori Bocklund explains how improving your end-to-end processes in the contact center can help you improve customer service and workflow in your center.Continue Reading
Using process optimization to increase efficiency
What’s the best way to increase efficiency when you’ve got confusing and difficult software? Our expert Lori Bocklund shows you how navigate the waters of process optimization.Continue Reading