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Articles: Technology
How interactive voice response helps CRM.
Social media may be hot, but don't leave contact centers out in the cold.
The social media monitoring vendor says the new product "brings the social phone to every desktop in the company."
Surveys and quality assurance are important, but how do your customers feel about their experience?
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
The upstart provider of collaboration solutions releases Socialtext 4.0, the latest edition of its enterprise social software platform.
Enhance CRM with online feedback analytics.
How the recession brought marketing and customer service closer together.
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Direct navigation can have a direct impact on your results.
A recent Gartner report takes a dim view of social media projects led by corporate-technology personnel.
Customers want — and expect — personalization.
Convert up to 50 percent of abandoners with real-time follow-up.
It's not about every click, but every profitable click.
Don't let distance infringe upon effective leadership.
Grab consumer attention with personalized images.
Boost sales while recovering from the recession.
BTM is heating up 2010.
Learn the value of integrating a mobile component into your CRM strategy.
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