In a Q&A, IDC analyst Melissa O'Brien talks about the adoption surge in the cloud contact center services market. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 03 Mar 2014
Magazine Features,
Posted 01 Mar 2014
This year's hottest customer service trends include social media, cloud technology, and mobile devices.
Front Office,
Posted 01 Mar 2014
Companies can increase revenue and improve agent efficiency.
Insight,
Posted 01 Mar 2014
Magazine Features,
Posted 01 Mar 2014
Meeting others' expectations starts with coming to terms with your own.
Pint of View,
Posted 01 Mar 2014
Expanding beyond the contact center is a challenge to overcome.
Scouting Report,
Posted 01 Mar 2014
Base your plan of action on this simple formula.
Customer Experience,
Posted 01 Mar 2014
Emerging technology trends hold great promise.
The Tipping Point,
Posted 01 Mar 2014
TeamSupport's enhanced features give support agents a deeper view of customers to identify trends and issues.
CRM Across the Wire,
Posted 27 Feb 2014
The latest version of Astute ePowerCenter is due for full release this spring.
CRM Across the Wire,
Posted 26 Feb 2014
From contact center solutions to social media to building communities, here are some actionable steps to take to instill confidence in your company. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 25 Feb 2014
Ifbyphone's Newest app captures the exact lead source of inbound calls and displays it to agents before they answer the call.
CRM Across the Wire,
Posted 25 Feb 2014
A top-of-the-line customer experience that improves customer lifetime value can only happen when coaching and training are priorities for all levels of an operations team. (featured on SmartCustomerService.com.)
Viewpoints,
Posted 23 Feb 2014
New name reflects stronger emphasis on employee training to improve interactions.
CRM Featured Articles,
Posted 21 Feb 2014
Connect back-office and front-office functions to enable a broader customer view.
Viewpoints,
Posted 21 Feb 2014
Companies find cost effectiveness, efficiency, and flexibility in expanded cloud offerings.
Viewpoints,
Posted 21 Feb 2014
IntelliResponse's virtual agent technology is now integrated with the Salesforce1 Service Cloud.
CRM Across the Wire,
Posted 20 Feb 2014
Call Design will incorporate Intradiem's intraday management technology into its workforce optimization suite.
CRM Across the Wire,
Posted 20 Feb 2014
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