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Articles: Customer Service/Call Centers
DMA '09: Members of past generations didn't age — they simply died. Baby Boomers, on the other hand, are defying that fate -- and if they're demanding more from life, why aren't marketers giving them what they want?
Because it's going on all around you, and your customers are talking.
destinationCRM.com Exclusive: A new report from Forrester Research explores the maturity of your customer intelligence — and reveals what your marketing department isn't measuring.
Forrester Services and Sourcing Forum '09: Technology teams are forced to re-evaluate their goals amid tech-industry upheavals in both delivery and cost.
Improving CRM through on-demand accounting.
Oracle OpenWorld '09, Day 4: The final conference keynote featuring CEO and Founder Larry Ellison pumps up the crowd with a few surprise guests and a sneak peak at Fusion Apps.
Oracle OpenWorld '09, Day 3: One executive calls Oracle CRM On Demand not only Big Red's fastest-growing software-as-a-service application, but its fastest-growing application — period.
Oracle OpenWorld '09, Day 2: Executives detail Oracle's broad strategy as a systems provider, and its head of CRM delves into transforming technology at the application layer.
Five steps to successful data-driven customer communications.
Click-to-call increase conversions, with instant access to sales associates.
The old techniques meet the new technology.
You'll need a new platform mindset and a view toward the future.
With BrandConnect, retailers try to listen in on reviews, while getting consumers to propagate them out.
The release of OmniSocial unifies the company's collaboration, social media, and community products.
Amdocs Retail Experience Solution hopes to tackle a lack of customer visibility in retail stores.
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.
Coda 2go, an application built natively on Salesforce.com's Force.com platform, becomes FinancialForce.com, a new company backed by Salesforce.com and Unit 4 Agresso, parent company of accounting software vendor Coda.
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.
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
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