When it comes to contact center failures, technology may be the least of your problems. (Featured on SmartCustomerService.com.)
CRM Featured News,
Posted 12 Feb 2014
Customer service and IT support staff now can connect to a customer screen from within a Zendesk ticket via TeamViewer.
CRM Across the Wire,
Posted 12 Feb 2014
New MiContact Center 7.0 features new mobile chat and multichannel self-service options.
CRM Across the Wire,
Posted 12 Feb 2014
Advances in the Enghouse cloud contact center product provide greater resiliency, flexibility and integration capabilities.
CRM Across the Wire,
Posted 12 Feb 2014
Thanks to pop-up windows and responsive design, email remains the top marketing channel.
CRM Featured News,
Posted 10 Feb 2014
With the integration between Zingaya and Bright Pattern's ServicePattern, Web site visitors can connect to salespeople with one click.
CRM Across the Wire,
Posted 10 Feb 2014
Good customer service means going beyond gathering consumer information. What you do with that information can impact your bottom line. (Featured on SmartCustomerService.com.)
CRM Featured News,
Posted 07 Feb 2014
8x8 Virtual Contact Center offers instant multichannel integration with Zendesk software.
CRM Across the Wire,
Posted 06 Feb 2014
Hosted deployments of contact center solutions in Australia will see the greatest growth in the next five years, the research firm predicts.
CRM Across the Wire,
Posted 04 Feb 2014
Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.
REAL ROI,
Posted 01 Feb 2014
New channel interactions don't have to be complicated.
Magazine Features,
Posted 01 Feb 2014
When definitions are in flux, flexibility is key.
Connect,
Posted 01 Feb 2014
Communication is good, overkill is not.
Pint of View,
Posted 01 Feb 2014
Providing good service is not rocket science.
Customer Experience,
Posted 01 Feb 2014
Five tips for retaining customers.
The Tipping Point,
Posted 01 Feb 2014
Adoption is growing, but concerns remain.
Reality Check,
Posted 01 Feb 2014
Despite its limitations, progressive organizations are leveraging social media as part of an omnichannel customer service strategy.
Front Office,
Posted 01 Feb 2014
Smaller Avaya clients can now access features such as inbound and outbound multichannel customer interactions. (Featured on SmartCustomerService.com.)
CRM Across the Wire,
Posted 29 Jan 2014
CIC 4.0 achieves interoperability with SAP's CRM 7.0 solution.
CRM Across the Wire,
Posted 29 Jan 2014
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