What do you do when your brand no longer reflects your offerings?
Customer Centricity,
Posted 01 Nov 2009
Knowledge management is the path to content management success.
Viewpoints,
Posted 29 Oct 2009
eMetrics '09: Even if the transactions don't necessarily happen on the Web site, B2B marketers still have to manage the site experience.
Daily News,
Posted 27 Oct 2009
The vendor's pair of new solutions are geared to make an impact quickly -- just what companies need, according to analysts.
Daily News,
Posted 27 Oct 2009
Predictive Analytics World '09: With great power comes great responsibility, but the power has yet to fully manifest and predictive analytics is already assuming significant responsibility as it battles hearsay and consumer fear.
Daily News,
Posted 23 Oct 2009
Deals by both ClickSoftware and Spoken Communications signal an emerging trend in the customer service sector: competition through acquisition.
Daily News,
Posted 23 Oct 2009
Amdocs Retail Experience Solution hopes to tackle a lack of customer visibility in retail stores.
Daily News,
Posted 03 Oct 2009
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.
Magazine Features,
Posted 01 Oct 2009
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
Magazine Features,
Posted 01 Oct 2009
When live agents can't be had, interactive voice response systems may suffice.
Scouting Report,
Posted 01 Oct 2009
With incomplete information, some hazards can be deadly.
Viewpoints,
Posted 01 Oct 2009
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
Front Office,
Posted 01 Oct 2009
Months after entering into a "stalking horse" agreement to purchase the Enterprise Solutions businesses of bankrupt Nortel Networks, Avaya ends up spending nearly twice as much as it originally offered.
Daily News,
Posted 30 Sep 2009
Forrester outlines 12 criteria necessary to address when assessing contact center outsourcers today.
Daily News,
Posted 23 Sep 2009
DMG Consulting's latest study finds the contact center survey and analytics software keeps growing despite the recession.
Daily News,
Posted 19 Sep 2009
Enough with the promotions, customers demand better service.
Daily News,
Posted 07 Sep 2009
destinationCRM.com Exclusive: Company executives and industry pundits alike are calling the move another major win for the hosted contact center delivery model.
Daily News,
Posted 03 Sep 2009
CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.
Daily News,
Posted 02 Sep 2009
The Market Awards are done, but there's so much left unmocked!
Pint of View,
Posted 01 Sep 2009
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