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Articles: Enterprise CRM
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
A $23 million dollar deal joins the two technology and market research firms.
Landslide Technologies' latest release includes a revamped interface, sales process tools, and an expanded VIP service for management.
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
Pivotal CRM 6.0 makes the platform more familiar for users.
Better customer information leads to higher retention rates.
The open-source data integration company provides a SugarCRM Solution Pack to solve integration woes.
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
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.
ABI Research predicts the industry will reach $1.3 billion within five years.
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
The scope of master data management widens -- and Gartner alters its report name to reflect the change.
AIIM offers a return-on-investment calculator for email management -- and spotlights the problem that email has become.
A new Aberdeen report says profitability is dependent on repeat buyers and a focus on lifetime customer value.
Forrester says IT departments, not business leaders, are the ones pushing for Web 2.0 initiatives.
SPSS's latest release of statistics software aims to suit the novice, the expert -- and everyone in between.
A new Forrester report reveals an increased number of unified communications pilots -- but a low number of actual deployments.
Apple's 3G update to its popular handheld has early support from big names in the industry, but little meat so far.
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