CRM: More Relevant Than Ever
We're facing a period of significant change — and measuring the impact of change is what CRM does best.
Leading From Afar
Don't let distance infringe upon effective leadership.
Retail Banking’s New Approach, Part 2
If banks want to improve their approach to CRM, they'll first have to improve their definition of the customer.
Who's on Your Team?
Strong and weak ties reveal who your real partners are.
Take charge of enterprise information to reduce risk, maintain compliance, and save a bundle.
Maximum Savings, Optimum Service
Mastering the multi-sourced call center.
What can we learn from how candidates are using SMS messaging?
On-demand helps to improve services despite war-tightened budgets.
Data Security Measures: An Increasing Concern For Contact Centers
Be sure to act in accordance with clients' wishes regarding data security requirements.
Compliance: No Longer a Tough Call
IP telephony is creating new opportunities to reduce the costs of achieving compliance.
Declaration of Customer Service
A recent KANA study on customer service within the public sector found that more than half of all citizens polled are seeking Web-based interaction with state and federal government agencies.