Biographical Information
Christopher Musico
Contributor, CRM magazine

Christopher covered the contact center and customer service industries for CRM magazine and destinationCRM.com until the end of 2009. He received his BA from Seton Hall University, where he served as a news staff writer, copy editor, and opinion editor of The Setonian, the school's newspaper. As opinion editor, he took second place for Opinion Writing from the New Jersey Collegiate Press Association in 2006. During his time at Seton Hall, Christopher also interned for MSNBC, and Middletown, N.Y.'s Cable 6 TV.

Articles By Christopher Musico
Why speech analytics is starting to get a little more than recognition.
Posted 06 Apr 2010 [April 2010 Issue]
Posted 11 Mar 2010 [March 2010 Issue]
Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled.
Posted 11 Mar 2010 [March 2010 Issue]
Nexidia is one of the few companies able to decipher speech analytics and make the technology relevant to the contact center.
Posted 11 Mar 2010 [March 2010 Issue]
Posted 11 Mar 2010 [March 2010 Issue]
Despite fits and starts, many still believe email management solutions can deliver on their promise.
Posted 10 Mar 2010 [March 2010 Issue]
Amid pricing shifts and technological innovation, the sector's own operations may help repair a disconnected customer experience.
Posted 10 Mar 2010 [March 2010 Issue]
RightNow Technologies helps Organic Valley feed information-hungry consumers
Posted 11 Feb 2010 [February 2010 Issue]
Your basic processes can affect your agents' stress levels
Posted 11 Feb 2010 [February 2010 Issue]
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Posted 11 Feb 2010 [February 2010 Issue]
Possibilities and Potentialities—After the acquisition by IBM, SPSS executives and customers alike predict a bright future for predictive analytics.
Posted 11 Feb 2010 [February 2010 Issue]
Organizations want sales reps to have access to the right information at the most critical moments
Posted 11 Feb 2010 [February 2010 Issue]
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
Posted 26 Jan 2010 [January 2010 Issue]
To get back to more personalized content, companies are discovering geolocation technologies.
Posted 26 Jan 2010 [January 2010 Issue]
A luxury hotel utilizes surface computing from Microsoft to deepen relationships and its brand promise.
Posted 26 Jan 2010 [January 2010 Issue]
Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?
Posted 26 Jan 2010 [January 2010 Issue]
This month's special report on innovation may have a bit of an emphasis on the inhuman machine, but we still know the single-most important part of technology is the user interface. What happens when the user becomes the interface?
Posted 26 Jan 2010 [January 2010 Issue]
A recent DMG Research study on UC examines major players, trends, and a potential wild card that could shake up the space.
Posted 15 Jan 2010
The company's latest offering looks to tie individual agent performance more closely with corporate initiatives.
Posted 12 Jan 2010
Research from Enterprise Strategy Group finds the space will continue to grow as more companies bring operations in-house.
Posted 08 Jan 2010
New research from Strativity Group finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences.
Posted 05 Jan 2010
With SMS on the rise, one pundit says the vendor's latest offering will help drive more business.
Posted 04 Jan 2010
Comcast-Spectacor takes a shot—and scores more revenue for email campaigns—with Salesforce.com.
Posted 01 Jan 2010 [November 2009 Issue]
Pundits say adding the capability will enable quicker, higher quality support for end users.
Posted 10 Dec 2009
The latest offering will help the company continue to grow marketshare, pundits say.
Posted 07 Dec 2009
A new multinational survey attributes $338.5 billion in lost business to flawed customer service efforts.
Posted 04 Dec 2009
Analysts say the partnership between Nexidia and Merced Systems will make agent incentives more objective.
Posted 03 Dec 2009
Pundits say the company's latest release tightens competition in the QM space.
Posted 01 Dec 2009
When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now.
Posted 01 Dec 2009 [December 2009 Issue]
Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.
Posted 01 Dec 2009 [December 2009 Issue]
Streamline and automate how sales professionals are compensated so they can focus on what they do best: selling.
Posted 01 Dec 2009 [December 2009 Issue]
Forget all the bells and whistles—usability reigns supreme among CRM users.
Posted 01 Dec 2009 [December 2009 Issue]
Can a proactive consumer strategy help North America find the impetus it needs to reinvest in customer-facing technology?
Posted 01 Dec 2009 [December 2009 Issue]
destinationCRM Exclusive: The outsourcing giant targets companies looking to further relationships with high-value customers with its latest offering.
Posted 27 Nov 2009
A revamped user interface provides highlights the company's latest service desk solution.
Posted 18 Nov 2009
The latest offering from the software-as-a-service vendor adds more pieces to further build out a comprehensive BI suite.
Posted 16 Nov 2009
SPSS Directions '09: A panel discussion with IBM and SPSS executives highlighted continued integration and optimism for the market moving forward.
Posted 15 Nov 2009
SPSS Directions '09: Statistician Nate Silver shared his tips for successful data analysis predictions.
Posted 15 Nov 2009
As companies look to cut costs and streamline operations, electronic signatures may be entering a renaissance period.
Posted 15 Nov 2009 [November 2009 Issue]
Barely half of all customer service requests -- 52 percent -- now have their origin in the contact center, according to new research from Aberdeen Group.
Posted 14 Nov 2009
Analysts say Salesforce.com has only just begun to gain traction in customer service—and that the company will have to look beyond the cloud
Posted 06 Nov 2009 [November 2009 Issue]
Magic Quadrant for Unified Communications '09: New research finds no single vendor can adequately address a company's UC needs with one solution.
Posted 04 Nov 2009
Pundits say adding the capability, along with social monitoring, is a wise move in a rapidly changing market.
Posted 04 Nov 2009
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
Posted 03 Nov 2009
The company's latest on-demand solution looks to ease the challenges online marketers face today.
Posted 03 Nov 2009
RightNow Summit '09: A closing keynote address examines the strategies Disney utilizes to deliver on its brand promise.
Posted 03 Nov 2009
Enterprises now see the potential for telephone-enabling technologies and software-as-a-service to help capture the voice of the customer.
Posted 01 Nov 2009 [November 2009 Issue]
RightNow Summit '09: In his opening keynote address, founder and CEO Greg Gianforte outlined the company's plan to rid world of bad experiences.
Posted 30 Oct 2009
The vendor's pair of new solutions are geared to make an impact quickly -- just what companies need, according to analysts.
Posted 27 Oct 2009
Deals by both ClickSoftware and Spoken Communications signal an emerging trend in the customer service sector: competition through acquisition.
Posted 23 Oct 2009
SAP World Tour '09: Morning keynote addresses challenge attendees to take charge — or risk failure.
Posted 21 Oct 2009
The move into Oracle's ecosystem opens up more opportunities for growth, according to company executives.
Posted 16 Oct 2009
Pundits and company executives believe that the new IP Office 5 expands functionality while improving simplicity -- two factors deemed prerequisites for success in this sector.
Posted 03 Oct 2009
Amdocs Retail Experience Solution hopes to tackle a lack of customer visibility in retail stores.
Posted 03 Oct 2009
The company's flagship sales force automation product tries to bring clarity to ad hoc selling.
Posted 01 Oct 2009
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
Posted 01 Oct 2009 [October 2009 Issue]
The Myers-Briggs Type Indicator (MBTI) is a 15-minute questionnaire designed to measure psychological preferences in perception and decision-making — and may help reveal what kind of customer or customer agent you could be.
Posted 01 Oct 2009 [October 2009 Issue]
A British initiative called Treating Customers Fairly focuses on the consumer.
Posted 01 Oct 2009 [October 2009 Issue]
When budgets get tight, marketers need to squeeze everything they can out of what's left.
Posted 01 Oct 2009 [October 2009 Issue]
The TAS Group steers FleetPartners toward its sweet spot with an influx of higher-quality deals.
Posted 01 Oct 2009 [October 2009 Issue]
Forrester outlines 12 criteria necessary to address when assessing contact center outsourcers today.
Posted 23 Sep 2009
A new study finds more agent jobs were lost than gained in the fourth quarter of '08.
Posted 23 Sep 2009
Looking to streamline operations and reduce cost, Clearwell unveils a bolstered, fully integrated platform.
Posted 19 Sep 2009
DMG Consulting's latest study finds the contact center survey and analytics software keeps growing despite the recession.
Posted 19 Sep 2009
Pundits say the $1.8 billion deal — uniting a provider of development platforms with arguably the predominant player in Web analytics — has the potential to finally make measurement a powerful aspect of interactive media.
Posted 16 Sep 2009
RightNow Technologies continues to target larger contact centers, with its August '09 edition offering expanded graphical workflow capabilities and trending/analytics features.
Posted 04 Sep 2009
destinationCRM.com Exclusive: Company executives and industry pundits alike are calling the move another major win for the hosted contact center delivery model.
Posted 03 Sep 2009
The media giant unifies its systems—and maximizes sales opportunities—on the Salesforce.com platform [Enterprise Suite CRM]
Posted 01 Sep 2009 [September 2009 Issue]
Riding the Cloud-Computing Wave
Posted 01 Sep 2009 [September 2009 Issue]
Trusting the Community
Posted 01 Sep 2009 [September 2009 Issue]
Posted 01 Sep 2009 [September 2009 Issue]
Posted 01 Sep 2009 [September 2009 Issue]
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
Posted 01 Sep 2009 [September 2009 Issue]
Posted 01 Sep 2009 [September 2009 Issue]
The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores
Posted 01 Sep 2009 [September 2009 Issue]
CRM Evolution '09 — Day 2: Today's keynote address stressed the need for speech throughout the enterprise, not just in the call center.
Posted 29 Aug 2009
CRM Evolution '09 — Day 3: CRM thought leader Denis Pombriant traces the origins of customer experience, and suggests it should not be our sole focus.
Posted 29 Aug 2009
Citing customer demand and market movement, the company unveils its latest platform, promising the equivalent of a workforce optimization suite.
Posted 25 Aug 2009
CRM Evolution '09 — Day 1: If only today's companies would measure on process -- not function -- they might create alignment across the organization.
Posted 25 Aug 2009
One industry analyst believes the move is the biggest business process outsourcing market shakeup in the last six to 12 months.
Posted 25 Aug 2009
The provider of on-demand customer service software delivers a direct integration into the burgeoning social media site.
Posted 21 Aug 2009
The move looks to help the install base of 14,000 integrate basic CRM functionality with existing Infor ERP systems.
Posted 14 Aug 2009
The company's Global End-User Monitor product promises to provide monitoring of all applications for end-users.
Posted 12 Aug 2009
Financial services firms need to look at more than just monetary compensation to keep employees engaged, according to a new study.
Posted 11 Aug 2009
RightAnswers seeks to close the loop and maximize search capabilities with its latest release.
Posted 07 Aug 2009
The release of one-X Agent marks a potential re-emphasis on the vendor's ability to cater to remote agents, says one industry pundit.
Posted 05 Aug 2009
"Healthcare" and "customer service" don't have to be mutually exclusive.
Posted 01 Aug 2009 [August 2009 Issue]
Delivering quality customer service means making quality shots.
Posted 01 Aug 2009 [August 2009 Issue]
SAPPHIRE '09: SAP executives stressed the emerging need for transparency among all enterprises. Did the message ring true?
Posted 01 Aug 2009 [August 2009 Issue]
To cope with the recession, more organizations are looking to predictive analytics for answers.
Posted 01 Aug 2009 [August 2009 Issue]
OSIsoft uses Socialtext to revamp an outdated knowledge base.
Posted 01 Aug 2009 [August 2009 Issue]
Software-as-a-service, analytics, and customer retention technologies help lead the way, according to a new Gartner report — and SAP retains the market-share crown.
Posted 23 Jul 2009
According to new research from Pelorus Group, the market will jump from $268 million to $533 million by 2014.
Posted 18 Jul 2009
One pundit forecasts the company's service management solution is the first of many we can expect to come down the pike.
Posted 16 Jul 2009
Lithium Technologies' new suite, launched today, looks to unite traditional CRM and the social Web.
Posted 15 Jul 2009
A new Forrester Research report highlights the return on investment in social media communities.
Posted 11 Jul 2009
Bolstering search, integration, and queuing, the company looks to emphasize hard ROI and customer satisfaction in its latest release.
Posted 09 Jul 2009
As the higher education sector finds itself struggling under a heavy course load — short-term admissions problems made worse by a systemic financial crisis—leading-edge universities are studying up on CRM.
Posted 01 Jul 2009 [July 2009 Issue]
New York Life streamlines its workforce, vastly improving internal metrics.
Posted 01 Jul 2009 [July 2009 Issue]
The PRM market—often seen as a quiet backwater—may be entering a revival, particularly among B2Bs.
Posted 01 Jul 2009 [July 2009 Issue]
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
Posted 01 Jul 2009 [July 2009 Issue]
A new CFI Group study find customer satisfaction statistics improving despite the economic downturn.
Posted 29 Jun 2009
Forrester Customer Experience Forum '09: A Day Two keynote stressed that the pinnacle of online capabilities yet awaits.
Posted 24 Jun 2009
The vendor's latest offering looks to deliver a clear vision for unified communications — a vision that centers on productivity enhancements.
Posted 23 Jun 2009
Forrester Customer Experience Forum '09: Opening keynote stresses the importance of possessing heart, brains, and courage in the pursuit of experience-based differentiation.
Posted 23 Jun 2009
Antenna's latest acquisition puts the company in a position to capture an even greater share of the growing market for mobile middleware.
Posted 22 Jun 2009
A global partnership between the two companies is indicative of a growing trend, according to one pundit.
Posted 19 Jun 2009
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
Posted 13 Jun 2009
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
Posted 13 Jun 2009
RightNow Technologies' latest release provides the company's answer to social media and customer service.
Posted 11 Jun 2009
Industry pundits say the latest initiatives will help the company play catch-up.
Posted 11 Jun 2009
The successful utilization of social media by contact center agents remains several years away, according to new research from Datamonitor.
Posted 11 Jun 2009
New research finds that companies failing to actively monitor the channel for user-generated content risk falling behind.
Posted 01 Jun 2009
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Posted 01 Jun 2009 [June 2009 Issue]
Social networking has the potential to transform the day-to-day operations of customer service representatives.
Posted 01 Jun 2009 [June 2009 Issue]
Capable of far more than pokes, tweets, and zombies, vendors begin to connect with social software platforms.
Posted 01 Jun 2009 [June 2009 Issue]
With Helpstream's on-demand offering, Infusionsoft bolsters its customer support.
Posted 01 Jun 2009 [June 2009 Issue]
Pent-up demand for integrated telephony and business applications will drive adoption through 2013, according to new research findings.
Posted 28 May 2009
Kazeon Systems' latest triad of products targets a globally distributed workforce.
Posted 27 May 2009
The vendor's packaged solutions target three specific pain points in the contact center.
Posted 22 May 2009
The launch of Performance Manager aims to automate computer maintenance and reduce the number of calls to the service desk.
Posted 22 May 2009
SAPPHIRE '09: Experts attempt to dispel stereotypes about the battles that rage over technology-purchasing decisions.
Posted 20 May 2009
SAPPHIRE '09: Keynote addresses by several SAP executives reflect the company's desire to quickly deliver business value for companies during the downturn.
Posted 14 May 2009
SAPPHIRE '09: SAP co-CEO Leo Apotheker lays out his company's roadmap to navigate the economic crisis. "The only antidote to uncertainty is clarity," he says.
Posted 12 May 2009
Is MetraTech's latest solution agile enough to tackle the recession and greenfield opportunities?
Posted 08 May 2009
Magic Quadrant for CRM Customer Service Contact Centers '09: Microsoft and Salesforce.com join Oracle as Leaders in the analyst firm's annual assessment.
Posted 01 May 2009
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Posted 01 May 2009 [May 2009 Issue]
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
Posted 01 May 2009 [May 2009 Issue]
Speech-enabled interactive voice response systems now involve other customer channels.
Posted 01 May 2009 [May 2009 Issue]
Automating and optimizing work processes will boost the market for the foreseeable future.
Posted 01 May 2009 [May 2009 Issue]
Analysts say the newest solution from SugarCRM allows the open-source CRM pioneer to compete directly with Salesforce.com.
Posted 30 Apr 2009
Nearing the two-year anniversary of its acquisition by Microsoft, Tellme's new features look to slash costs for enterprise customer service.
Posted 29 Apr 2009
The company's latest release represents "a major step" forward for its contact center solutions, according to an industry pundit.
Posted 29 Apr 2009
RightNow Technologies unveils high-security software-as-a-service capabilities compliant with the Department of Defense's standards.
Posted 29 Apr 2009
The features in the company's Spring '09 release aim squarely at its target market, says one industry analyst.
Posted 29 Apr 2009
With the release of Centricity 9.7, Envision Telephony extends tagging capabilities to all its customers.
Posted 24 Apr 2009
Pundits say this latest version aims squarely at traditional players including Cisco Systems' WebEx and Citrix's GoToMeeting.
Posted 10 Apr 2009
The deal -- valued at $20 million -- looks to help Consona extend its reach into target markets.
Posted 10 Apr 2009
CMS Watch finds a single platform for Web content management and social software is not ready yet for the level of transparency the White House demands.
Posted 02 Apr 2009
Varolii looks to go three-for-three with its latest array of automated communication applications.
Posted 01 Apr 2009
Customer Experience Summit '09: A healthy dose of proactive service can go a long way toward forging better relationships.
Posted 01 Apr 2009
New federal laws require an opt-out for prerecorded calls—but that just might lead to better relationships.
Posted 01 Apr 2009 [April 2009 Issue]
As service providers expand their combined multimedia packages, customer service requires attention.
Posted 01 Apr 2009 [April 2009 Issue]
The need for knowledge now permeates the enterprise.
Posted 01 Apr 2009 [April 2009 Issue]
Customer Experience Summit '09: Keynote speakers suggest utilizing the voice of the customer to forge deeper loyalty.
Posted 31 Mar 2009
To streamline and improve customer service, Avaya unveils new contact center solutions designed around the architecture of the session initiation protocol.
Posted 31 Mar 2009
eGain's new "solution-as-a-service" delivery model looks to kick SaaS up a notch.
Posted 18 Mar 2009
The company's new offering is the first major release since it acquired Envox Worldwide in October 2008.
Posted 18 Mar 2009
The release of beamME Pro strives to add more intelligence and simplicity to the electronic exchange of contact information.
Posted 13 Mar 2009
Datamonitor examines the five key trends shaping the outsourcing market this year.
Posted 12 Mar 2009
A new Gartner study finds the state of CRM in 2000 can predict its look in 2020.
Posted 12 Mar 2009
The release targets global expansion and cost savings -- two compelling attributes, says one industry analyst.
Posted 09 Mar 2009
The vendor's latest release includes self-service product registration, tailored to streamline and improve customer service.
Posted 03 Mar 2009
One pundit believes the company is poised to take advantage of a growing demand for hosted customer service solutions.
Posted 03 Mar 2009
After years of lagging behind, government agencies are now expected to provide the same level of service as their private-sector counterparts. Can they catch up?
Posted 01 Mar 2009 [March 2009 Issue]
New applications allowing the electronic exchange of contact information—Web 2.0's answer to traditional cards, or not?
Posted 01 Mar 2009 [March 2009 Issue]
Could an infusion of Web 2.0 in the public sector change the way we view constituent service?
Posted 01 Mar 2009 [March 2009 Issue]
With Axeda's help, Varian Medical Systems remotely tends to its cancer-fighting radiation-oncology equipment.
Posted 01 Mar 2009 [March 2009 Issue]
New research from Forrester warns companies to invest in customer service — or else.
Posted 23 Feb 2009
Nuance Communications' Mobile Care solution might be the answer for those looking to avoid automated phone systems.
Posted 19 Feb 2009
Citrix Online's latest release -- GoToAssist Corporate -- looks to ride the recession to expand into the market for remote support.
Posted 19 Feb 2009
A new study finds WFO had a very good 2008, despite the economic downturn.
Posted 16 Feb 2009
Shocking new research finds many companies still don't fully understand their own customer service organizations.
Posted 13 Feb 2009
New unified communication offerings are geared to help companies cut costs while improving customer service.
Posted 12 Feb 2009
The recession drives at least one vendor, VPI, to introduce a pricing plan with a topical title: the Call Recording Technology Bailout Package.
Posted 05 Feb 2009
SugarCon '09: New CRM features, connectors, and learning programs were all on display this week.
Posted 04 Feb 2009
The open-source provider's new release -- with more than 300 enhancements -- looks to dig deeper into CRM.
Posted 02 Feb 2009
In a recession, making the most of the people and technology you already have—and maintaining the service they provide—should be your top priority.
Posted 01 Feb 2009 [February 2009 Issue]
Wagner Equipment Co. digs deeper into service—and saves hard cash—with Siemens.
Posted 01 Feb 2009 [February 2009 Issue]
More companies are realizing that delivering a great experience may not require a contact center.
Posted 01 Feb 2009 [February 2009 Issue]
No longer a brand-new technology, Web conferencing continues to expand its reach as its capabilities continue to mature.
Posted 01 Feb 2009 [February 2009 Issue]
The move looks to extend Autonomy's reach into the legal profession's document management sector.
Posted 26 Jan 2009
The company's ClickContact offering enables service providers to turn communication into customer satisfaction.
Posted 21 Jan 2009
Penetration for Internet Protocol telephony went from 14 percent in 2007 to 20 percent—but 43 percent of respondents plan to take the plunge in the next two years.
Posted 21 Jan 2009
In yet another move to expand its workforce optimization offerings, Aspect Software acquires AIM Technologies.
Posted 21 Jan 2009
The verticalized solutions aim to improve the customer experience and employee productivity.
Posted 19 Jan 2009
New research shows confusion among users over what unified communications really means.
Posted 13 Jan 2009
New research finds the market for enterprise unified messaging and voicemail systems continues to grow, particularly abroad.
Posted 12 Jan 2009
New research says IP had a ringing 2008, rising 37 percent, but that growth is likely to flatline this year.
Posted 12 Jan 2009
Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.
Posted 01 Jan 2009 [January 2009 Issue]
Business Problem: Customer service representatives are overburdened handling basic inquiries.
Posted 01 Jan 2009 [January 2009 Issue]
Will the Election Day success of the CNN InfoVoter hotline change the game for governments and CRM?
Posted 01 Jan 2009 [January 2009 Issue]
A not-for-profit educational traveling company boosts customer service with CallCopy's recording solution.
Posted 01 Jan 2009 [January 2009 Issue]
The new multi-tenancy licensing option in its OpenScape Contact Center solution opens up new markets for the company, says one analyst.
Posted 22 Dec 2008
The company's Unified IP 6.6 release features a tighter integration with Microsoft Office Communications Server in its push for UC.
Posted 19 Dec 2008
The company's new public safety-specific solution is a shot in the arm for an industry "15 to 20 years behind in contact center technology," according to one pundit.
Posted 18 Dec 2008
The vendor's new PBXtra Unified Agent solution fulfills the promise of unified communications, according to one analyst.
Posted 16 Dec 2008
Citing high customer demand, the company's latest Bomgar Box release incorporates support for BlackBerry users.
Posted 15 Dec 2008
New in-the-cloud services and social feeds in Sugar 5.2 puts it on par with traditional CRM leaders, says one analyst.
Posted 11 Dec 2008
According to research firm IDC, blame the current recession for the scaled-back spending forecast.
Posted 04 Dec 2008
New research suggests that simply cutting product costs during the recession will ultimately backfire for companies.
Posted 02 Dec 2008
There's one way to improve your chances of having customer-centric service: Hire customer-centric employees. If only it were really that simple.
Posted 01 Dec 2008 [December 2008 Issue]
Geeks on the Way turned to SugarCRM to keep pace with increasing demand.
Posted 01 Dec 2008 [December 2008 Issue]
On The Scene: RightNow Summit '08 -- Cutting costs may lead to cuts in service.
Posted 01 Dec 2008 [December 2008 Issue]
Utilities have to contend with customers seeking more control of their power consumption.
Posted 01 Dec 2008 [December 2008 Issue]
Business Problem: Failure to easily locate answers to customer inquiries.
Posted 01 Dec 2008 [December 2008 Issue]
New research from Datamonitor finds the two market giants continue to lead the WFO space, which is set to grow 10.3 percent annually through 2013.
Posted 26 Nov 2008
NACCM '08: There's a realm beyond the land of surveys and statistics, and it takes a strong inward assessment to truly cultivate change.
Posted 21 Nov 2008
Tealeaf debuts an array of offerings aimed at digging deeper into mobile-customer behavior.
Posted 21 Nov 2008
NACCM '08: The morning keynote presenters stressed the power of shifting philosophies through the power of storytelling.
Posted 19 Nov 2008
The on-demand customer experience solution provider's latest quarterly release makes it ready to release a one-stop enterprise contact center package.
Posted 18 Nov 2008
A provider of help-desk solutions aims to maximize content effectiveness and boost return on investment.
Posted 14 Nov 2008
The company's new outbound messaging offerings will first target financial services and healthcare industries.
Posted 13 Nov 2008
Spanlink's prepackaged solution targets small and midsize businesses that think UC is too complex or costly to implement.
Posted 11 Nov 2008
New research from AIIM shows the various stages of development in the pursuit of Web 2.0 nirvana.
Posted 07 Nov 2008
Cognizant's modular master data management solution prompts industry pundits to ruminate about the space's maturity.
Posted 04 Nov 2008
Revolutionary from the day they were born, Baby Boomers will continue to dictate—with their wallets—how they're targeted by marketers.
Posted 01 Nov 2008 [November 2008 Issue]
Business Problem: Identifying future trends and behaviors to boost business.
Posted 01 Nov 2008 [November 2008 Issue]
No longer simply a forum for teens, chat is becoming an integral part of the cross-sell, upsell, and support strategies run by customer service.
Posted 01 Nov 2008 [November 2008 Issue]
By streamlining workflows with Antenna Software's AMPower Service, Pitney Bowes Canada found more time for customer calls.
Posted 01 Nov 2008 [November 2008 Issue]
New findings from DMG Consulting show the contact center survey-and-feedback space grew by 21.3 percent between '07 and '08 -- its best year to date.
Posted 30 Oct 2008
Citing the economy, new research finds unified communications vendors must convince organizations of the potential benefits during a recession.
Posted 30 Oct 2008
The content management provider looks to provide a more holistic Web marketing solution, according to company executives.
Posted 24 Oct 2008
New research from Forrester unveils the top vendors for companies yearning to achieve experience-based differentiation.
Posted 23 Oct 2008
New research indicates global sales continue to climb, and will surpass the billion-dollar mark by 2010.
Posted 22 Oct 2008
The performance management provider hopes to evolve contact centers into selling centers with its new Strategic Service Suite.
Posted 19 Oct 2008
Combine the economic environment and phone-system life cycles -- and you just may see a spike in Voice over Internet Protocol usage.
Posted 13 Oct 2008
RightNow Summit '08: Ultimate customer centricity -- the "faultless journey" -- relies on integrated multichannel communications, an Expedia executive says.
Posted 08 Oct 2008
RightNow Summit '08: CEO Greg Gianforte calls customer experience the final frontier of differentiation.
Posted 07 Oct 2008
New research from Cone LLC finds 93 percent of Americans want companies to have a presence in social media.
Posted 06 Oct 2008
The research firm's debut report on this market puts Nice Systems and Verint Systems on top, and says we can expect more vendors to join the WFO party in 2009.
Posted 02 Oct 2008
The unified agent desktop provider targets financial services, insurance, and retail with its latest release, Workspace 5.0.
Posted 01 Oct 2008
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
Posted 01 Oct 2008 [October 2008 Issue]
Bath & Body Works delivers a superior customer experience thanks to Astute Solutions.
Posted 01 Oct 2008 [October 2008 Issue]
An annual tradition provides hope for reps facing ever-increasing burdens.
Posted 01 Oct 2008 [October 2008 Issue]
Business Problem: Failure to create actionable strategies from unstructured customer data.
Posted 01 Oct 2008 [October 2008 Issue]
The relationship management vendor unveiled Customer Service Manager 5.0 to help streamline processes in a telecommunications market growing in complexity.
Posted 26 Sep 2008
destinationCRM Exclusive: New survey data finds customer adoption is growing, but companies need to create a strategy to attract -- and keep -- loyal channel users.
Posted 25 Sep 2008
Annual Call Center Exhibition '08: In an environment where attrition and change are rampant, one speaker argued without passion, contact center agents are lost.
Posted 18 Sep 2008
Annual Call Center Exhibition '08: According to the keynote presenter, only a personal connection can lead to true satisfaction.
Posted 17 Sep 2008
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
Posted 16 Sep 2008
100 percent of companies surveyed by Aberdeen Group report either having customer experience management in place or planning on having it within 30 months.
Posted 12 Sep 2008
The nGenera company's latest release looks to proactively avoid potentially poor experiences.
Posted 10 Sep 2008
New research from DMG Consulting finds one out of every five contact centers is without a plan for business continuity or disaster recovery.
Posted 09 Sep 2008
The Mailman: Des Cahill -- chief executive officer, Habeas.
Posted 01 Sep 2008 [September 2008 Issue]
The Rock: Bill McDermott -- president and chief executive officer, SAP Americas & Asia Pacific Japan.
Posted 01 Sep 2008 [September 2008 Issue]
Acquiring an on-demand taste.
Posted 01 Sep 2008 [September 2008 Issue]
Rethinking voice in the user interface.
Posted 01 Sep 2008 [September 2008 Issue]
Making a healthy data transfer with Microsoft and Axonom.
Posted 01 Sep 2008 [September 2008 Issue]
In a largely untapped market, Salesforce.com finds itself firmly in the winner's circle for the third consecutive year.
Posted 01 Sep 2008 [September 2008 Issue]
In this category's Market Award debut, the first-ever title goes to SugarCRM.
Posted 01 Sep 2008 [September 2008 Issue]
Business Problem: Managing important business contacts amid a hectic travel schedule.
Posted 01 Sep 2008 [September 2008 Issue]
Web 2.0 technology leaves many companies' knowledge base systems in the dust.
Posted 01 Sep 2008 [September 2008 Issue]
CallCopy's latest release -- a Voice over Internet Protocol call-recording solution -- specifically targets the smaller end of the small-to-midsize-business segment.
Posted 28 Aug 2008
The Bozeman, Mont.-based provider's latest quarterly on-demand release "pushes the envelope," according to one industry analyst.
Posted 27 Aug 2008
CRM Acceleration '08: The cofounder and CEO of the open-source CRM pioneer says that the best technology can finally win in this industry -- and that one day SugarCRM "will be a billion-dollar company."
Posted 22 Aug 2008
destinationCRM 2008: The missing link in providing quality service is an effective contact center manager.
Posted 21 Aug 2008
destinationCRM 2008: The push to truly provide a differentiated service experience must take into account the consumer's ecosystem—not the companies'.
Posted 19 Aug 2008
SpeechTEK '08: As this year's conference opens, industry analysts, consultants, and providers say vendors must shed their distorted views on end-user opinions of speech automation.
Posted 18 Aug 2008
New research from Aberdeen finds unified communications is on the minds of many, but more work needs to be done to clear up misconceptions.
Posted 14 Aug 2008
Act! by Sage 2009 keys in on user requests, aiming to improve their experience.
Posted 12 Aug 2008
CallCopy's cc: Survey enables data collected by customer service agents to influence the entire organization.
Posted 06 Aug 2008
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
Posted 05 Aug 2008
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Posted 01 Aug 2008 [August 2008 Issue]
More colleges and consulting firms are offering CRM-specific certifications.
Posted 01 Aug 2008 [August 2008 Issue]
Why higher-education spending on CRM is set to almost double by 2012.
Posted 01 Aug 2008 [August 2008 Issue]
Business Problem: Subpar email response forces unhappy customers to live agents.
Posted 01 Aug 2008 [August 2008 Issue]
France's Groupe b2s boosts productivity with Altitude Software.
Posted 01 Aug 2008 [August 2008 Issue]
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
Posted 31 Jul 2008
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
Posted 30 Jul 2008
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
Posted 25 Jul 2008
In a growing trend across all verticals, the latest Yankee Group study finds 50 percent of service providers cannot explain what the customer experience should be.
Posted 24 Jul 2008
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
Posted 23 Jul 2008
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
Posted 17 Jul 2008
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
Posted 16 Jul 2008
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
Posted 10 Jul 2008
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
Posted 09 Jul 2008
ID Analytics' new authentication solution looks to break high-cost boundaries.
Posted 03 Jul 2008
The latest study from the CFI Group finds customer satisfaction remains an important competitive differentiator.
Posted 02 Jul 2008
The voice user interface problem has long been the sticking point in automated support systems. Why can't designers design a system worth talking about?
Posted 01 Jul 2008 [July 2008 Issue]
PracticeWorks brushes up its technical support operations for oral-healthcare offices.
Posted 01 Jul 2008 [July 2008 Issue]
Business Problem: Lack of company control over the development of CRM software.
Posted 01 Jul 2008 [July 2008 Issue]
On The Scene: Sapphire 2008 -- One analyst believes the latest from the German juggernaut propels the company squarely back into the CRM 2.0 battle.
Posted 01 Jul 2008 [July 2008 Issue]
A recent study from the SSPA finds "higher-than-expected" gains in customer community and wiki adoption.
Posted 27 Jun 2008
The newest offering from the provider of enterprise compliance and quality management solutions takes the human factor out of unifying data.
Posted 27 Jun 2008
The vendor's latest on-demand contact center platform underscores the importance of monitoring calls in real time.
Posted 26 Jun 2008
West at Home says its new Locked-Down Desktop Security Environment will help a company manage its at-home reps through each agent's own computer.
Posted 19 Jun 2008
Helpstream's new Summer 2008 release looks to move beyond traditional knowledge management; one pundit believes the company "has done it better than anyone."
Posted 18 Jun 2008
Acxiom Multi-Channel Media Symposium: As technological innovation brings the potential of a multi-channel marketing strategy to enhance the customer experience, company executives explain the basics have to be done correctly first.
Posted 13 Jun 2008
New statistics affirm the industry's continued growth amid warnings that activity could "take a downturn" as a result of November's presidential election.
Posted 11 Jun 2008
Driving Innovation '08: Verint Americas President Elan Moriah dishes the next key shifts companies must acknowledge and prepare for in order to remain relevant in an increasingly competitive business landscape.
Posted 04 Jun 2008
Driving Innovation '08: Verint Systems CEO and President Dan Bodner says that merely collecting intelligence is worthless without being able to properly utilize the data.
Posted 03 Jun 2008
After years of build-up, how much longer should we wait for the market to mature?
Posted 01 Jun 2008 [June 2008 Issue]
Software-as-a-service continues to catch on, but observers differ on whether the not-so-new business model is right for contact centers
Posted 01 Jun 2008 [June 2008 Issue]
PGAC assures better -- and more effective -- service with Upstream Works.
Posted 01 Jun 2008 [June 2008 Issue]
Recent study statistics show increasing dissatisfaction with workforce management software and a growing technology gap, leading one analyst to believe the market may be "at a precipice."
Posted 30 May 2008
The company's new Contact Portal combines the functionality of its contact center offerings, enabling consumers to receive customer service on their own terms -- and through their preferred channel.
Posted 29 May 2008
For the second time in as many weeks, Verint gained a victory over Nice Systems in the long-running patent-infringement cases over speech analytics and IP recording in the contact center.
Posted 28 May 2008
A recent study finds that quality of service has deteriorated over the last 10 years--and contact centers are finding it harder than ever to keep agents in the seats.
Posted 22 May 2008
A new study maintains that while many companies claim they're crafting quality customer service, most still fail to deliver.
Posted 21 May 2008
Looking to guide companies through a gloomy economy, the on-demand communications provider's newest offerings are prepackaged -- and predictive.
Posted 15 May 2008
The unified IP business communications solutions vendor seeks to gain a firm hold with mid-size and large contact centers and enterprises in what one analyst calls "a large, untapped market."
Posted 14 May 2008
SAPPHIRE '08: Relying on services-oriented architecture, SAP co-CEO Henning Kagermann believes his company can now help businesses "close the loop" between strategy and execution.
Posted 06 May 2008
The release marks another contact center-specific offering available now from the software giant, and underscores a future move to make inroads with large-scale, more complex contact centers.
Posted 06 May 2008
SAPPHIRE '08: At SAP's annual user conference, the opening keynote address stresses the value of teamwork and its importance to any CRM investment.
Posted 05 May 2008
CallMiner plans to enter a new realm, large enterprises, and prove its solution's scalability with its latest Eureka release.
Posted 01 May 2008
Offshore, that is--and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race.
Posted 01 May 2008 [May 2008 Issue]
Business Problem: Unsure how to price products and services to stay competitive while still ensuring profitability.
Posted 01 May 2008 [May 2008 Issue]
On The Scene: SAP CRM 2008 -- Online communities are another way to get into customers' heads.
Posted 01 May 2008 [May 2008 Issue]
In a shift away from open-standard IVR platforms, new Datamonitor statistics show approximately 69 percent of all IVR shipments will be VoiceXML-based platforms.
Posted 24 Apr 2008
A new study from Gartner predicts that, by 2010, 90 percent of software-as-a-service providers will incorporate some component of open-source technologies into their infrastructures.
Posted 23 Apr 2008
A new study from DMG Consulting finds the market will rapidly expand, with 30 to 35 percent of all new contact center seats being hosted by 2011.
Posted 23 Apr 2008
While other vendors are still just announcing plans to deliver UC capabilities, Siemens Communications announces two UC-enabled contact center packages and a voice-portal solution for its SIP-based OpenScape UC Server.
Posted 21 Apr 2008
In the battle for software supremacy, new research predicts the on-demand CRM market will grow more than six times faster than its on-premise counterpart through 2010.
Posted 17 Apr 2008
An ever-growing number of countries and companies are competing for attention in the business process outsourcing field -- and the top vendors are finding ways to expand their revenue streams and delivery options.
Posted 11 Apr 2008
In a recent Aberdeen study on Contact Center Consolidation, the findings reflect a harrowing trend of companies still failing to measure key performance indicators and ROI.
Posted 09 Apr 2008
The two vendors are removed from contention in the research firm's latest assessment of the interactive voice response marketplace.
Posted 04 Apr 2008
The announcement underscores efforts to speed contact center adoption of on-demand software; a Salesforce.com executive says LiveOps will "help us integrate better to telephony systems."
Posted 03 Apr 2008
The deal may help U.K.-based Graham extend the global reach of its ciboodle CRM product, but analysts caution that growth may be more elusive in the United States.
Posted 01 Apr 2008
Varolii Corp.'s software helps BOK Mortgage reduce the number of delinquent accounts.
Posted 01 Apr 2008 [April 2008 Issue]
IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.
Posted 01 Apr 2008 [April 2008 Issue]
Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.
Posted 01 Apr 2008 [April 2008 Issue]
Jacada hopes a tighter focus will lead to brighter fortunes.
Posted 01 Apr 2008 [April 2008 Issue]
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
Posted 01 Apr 2008 [April 2008 Issue]
With wireless encroaching one coverage bar at a time, wireline providers are struggling to revamp their customer strategies.
Posted 01 Apr 2008 [April 2008 Issue]
The lessons to be learned from "accidental" marketers.
Posted 01 Apr 2008 [April 2008 Issue]
Business Problem: Inability to understand or organize customer feedback in order to retain customers and improve overall service.
Posted 01 Apr 2008 [April 2008 Issue]
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Posted 27 Mar 2008
Recent reports from Forrester find an increasing emphasis on customer experience -- and a payoff in terms of customer retention.
Posted 25 Mar 2008
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Posted 19 Mar 2008
Expanding an existing partnership, the companies are expecting services-oriented architecture to help foster "seamless" customer-service integration.
Posted 17 Mar 2008
According to statistics from a newly published study, organizations are realizing that "customer satisfaction" means far more than just "happy customers."
Posted 13 Mar 2008
In addition to a long-rumored change in naming conventions, the software giant's Release 15 weaves social networking into on-demand CRM; also, a new Mobile Sales Assistant is unveiled.
Posted 11 Mar 2008
With Salesforce.com's announcement of an iPhone-specific application, will Apple finally tackle the corporate world?
Posted 07 Mar 2008
SAP CRM 2008: As advertising budgets shift to online efforts, customer care is where the money is.
Posted 06 Mar 2008
SAP CRM 2008: SAP's overarching theme of "customer co-innovation" goes beyond its newly launched CRM offering, according to company executives.
Posted 04 Mar 2008
A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home.
Posted 01 Mar 2008 [March 2008 Issue]
Posted 01 Mar 2008 [March 2008 Issue]
New research reveals increased competition among Latin American nations looking to provide customer service for America's rapidly expanding Hispanic markets.
Posted 28 Feb 2008
LiveOps' Spring 08 On-Demand Call Center Platform comes amid widespread thinking in the industry that customer service's future lies with hosted and managed contact centers.
Posted 27 Feb 2008
CDC Software's newest release of Pivotal CRM for Home Building and Real Estate looks to help streamline operations and boost profits for homebuilders.
Posted 21 Feb 2008
In response to customer demand, Autonomy etalk's Intelligent Contact Center solutions suite introduces Qfiniti Web Access, turning any Internet-connected computer into a customer-service station.
Posted 20 Feb 2008
Loyalty Lab's newest release links email to myriad activities -- and makes messaging relevant for social networks.
Posted 14 Feb 2008
A new study concludes vendors must tap into the midmarket to prevent a potential stagnation in market growth.
Posted 13 Feb 2008
The vendor believes consulting on business processes, not solely on software implementation, is the key to unlocking a valuable customer experience.
Posted 07 Feb 2008
The expanded partnership between eVergance and Jive Software underscores a growing need to provide tools enabling online consumer forums.
Posted 06 Feb 2008
Better customer service may require specialized tools to fill the gaps left by software suites, according to Forrester Research.
Posted 31 Jan 2008
A new Gartner study reveals strong growth in the overall outsourcing market -- but even stronger growth in the business-process outsourcing most critical to CRM.
Posted 30 Jan 2008
Growth may not equal success: One study finds more than one-third of businesses using WFM in the contact center are not satisfied with the WFM process or with the available software.
Posted 24 Jan 2008
The telecommunications powerhouse promises the new release will help businesses improve the overall customer experience -- and cut costs.
Posted 21 Jan 2008
The deal spotlights the ever-increasing importance of social networking, particularly in the B2B space.
Posted 18 Jan 2008
With Amdocs CES 7.5, the company looks to usher in a new era in which consumers control the purchasing process.
Posted 16 Jan 2008
Companies are beginning to see the technology as an essential part of customer service strategy.
Posted 10 Jan 2008
A new study by Gartner identifies the top priorities for any business trying to improve its customer service.
Posted 09 Jan 2008
DMG Consulting's latest figures reflect the market's increasing profitability, especially with SMBs.
Posted 03 Jan 2008
Jacada's $26 million deal with Software AG now allows the company to focus exclusively on its rapidly growing call center solutions business.
Posted 02 Jan 2008
RealPeopleRatings.com's survey reveals which businesses provide the best customer service, and where they stand with consumers.
Posted 27 Dec 2007
AMC Technology resumes its telephony, contact center, and CRM integration webinar series; targeted programs will help attendees focus on specifics.
Posted 26 Dec 2007
The latest version of Aspect Unified IP 6.5.1 expands language capabilities, and adds unified command and real-time reporting.
Posted 20 Dec 2007
The Compel Winter 2008 release from Centive features an interactive dashboard allowing sales pros to view their stats in one place.
Posted 19 Dec 2007
Two recent studies confirm the fact that CRM applications are used by nearly two-thirds of contact centers -- and will become even more influential in the future.
Posted 08 Nov 2007
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