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Calling It Quits
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Wouldja Look at That?
Vendors and users both now have an unprecedented degree of control over what a CRM application can look like. How should that power be used?
8 Enterprise Strategies That Stick
CRM can be a tough animal to tame. We've gathered a handful of tunes that actually soothe the sometimes-savage beast.
CRM Searches for Search
The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?
Ignorance Is the Remedy du Jour
Too many companies are losing agents at an alarming rate, simply because they're often measuring, managing, and treating the wrong problems.
The Digital Client Is Older Than You Think
A three-phase approach to reaching social media maturity.
Hold On to Your Customers
Why the contact center may be your last line of defense.
The Tipping Point
Random Acts of Customer Kindness
Delivering a rewarding experience requires doing a lot of things well.
The Hosted Contact Center: A Paradox No Longer
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Pint of View
There's a Sucker Born Every Minute
The one from my birth-minute is no mystery.
You're nothing without your data -- so what are you doing to protect it?
A Code Win Doesn't Blow
CRM is all over this year's awards for programming excellence.
Forming the Platform
On The Scene:
Gartner AADI & Gartner Enterprise Architecture
-- Now's the time to decide upon a business process platform.
CRM on Twitter: August 2008
Some recent tweets about CRM software.
CRM Class Is in Session
More colleges and consulting firms are offering CRM-specific certifications.
Market Focus: Education -- Making CRM Mandatory for University Administration
Why higher-education spending on CRM is set to almost double by 2012.
Required Reading -- Training for Success
Physical and mental wellness can affect the quality of customer service.
Feedback: August 2008
the Editors of
All Lines Are
British Telecom sees massive turnaround in its contact centers thanks to Knoa.
UC: As Easy as A-B-C
A Canadian school district doubles its number of phones -- and still saves money.
Even Contact Centers Have Room for Improvement
France's Groupe b2s boosts productivity with Altitude Software.
Money Lying Around?
Targeted sales calls connect better with clients who invest more.
Secret of My Success
Tuning In to Customer Demands
A cable provider's path to better service is laid through SinglePipe Communications.
Steve Sizemore, director of advanced services, CMA Communications | as told to Lauren McKay
Tech Solution: Email Management Tools
Business Problem: Subpar email response forces unhappy customers to live agents.
Salesforce.com Announces Salesforce Inbox Calendar
Analytics Give Companies Important Competitive Advantages
Drive High-Velocity Selling Through Salesforce
YourMembership Releases SocialLink
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
Delivering Certainty Through In-Depth Analysis of Enterprise Technology, IT, Marketing & Media Trends
Coming August 30th: "Extreme Call Deflection: Utilizing your Digital Arsenal"
While the phone still remains the most popular safety net for customer service, it's not the consumer's first choice. Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. Register for this free webinar and you will learn how to deal with extreme call deflection.
Coming September 7th: "Outperform Through Analytics: Understand Your Business, Optimize Your Resources, Satisfy Your Customers"
Join this webinar and learn how Qlik helped HDFC see the whole story within its data, increase end-to-end understanding of its business, and better leverage resources, resulting in cost savings, reduced customer response times and improved satisfaction, and increased growth, making HDFC Life one of the top private life insurance providers in India.
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