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Articles: Customer Service/Call Centers
CRM Evolution '09 — Day 3: Two sets of panelists take the stage to confer on social CRM — where we are now and where we may be headed.
CRM Evolution '09 — Day 2: Today's keynote address stressed the need for speech throughout the enterprise, not just in the call center.
SpeechTEK 2009: Instead of forcing users to navigate dozens of smartphone icons, one presenter warns, the dominant interface of the future will be voice.
SpeechTEK 2009: Presenters suggest that, even in a time of lowered budgets, it's possible to achieve implementations of high value.
SpeechTEK 2009: At CRM Evolution's sister show, a Continental Airlines executive boasts of her industry's only interactive-voice check-in.
CRM Evolution '09 — Day 2: Mobile applications are bridging the gap between sales and CRM.
Usability can be the lynchpin between failure and success.
CRM Evolution '09 — Day 1: If only today's companies would measure on process -- not function -- they might create alignment across the organization.
CRM Evolution '09 — Day 1: KEYNOTE: Customers may control the conversation, but they do not control your business.
One industry analyst believes the move is the biggest business process outsourcing market shakeup in the last six to 12 months.
Citing customer demand and market movement, the company unveils its latest platform, promising the equivalent of a workforce optimization suite.
Companies, customers, and industry visionaries honored for successes in the CRM marketplace over the previous 12 months.
The provider of on-demand customer service software delivers a direct integration into the burgeoning social media site.
Marketers miss the fundamentals.
Former competitors combine, aiming to be the largest provider of mobile business applications.
CRM + KM = smart CRM.
The move looks to help the install base of 14,000 integrate basic CRM functionality with existing Infor ERP systems.
The company's Global End-User Monitor product promises to provide monitoring of all applications for end-users.
In what the company calls its biggest launch ever, Webtrends unveils Analytics 9 and acquires Widemile.
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