Onshoring and Offshoring Aren’t the Only Options
Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.
Here’s One of the Best Ways to Make Your Customers Happy
Make your agents happy first—and outsourcers demonstrate innovative ways to do that
Data Analytics Is Better, Easier, and More Critical Than Ever
Successful companies have made data analytics a part of their DNA for a reason
What Drives a Profitable Customer Experience?
Companies that value customers need to let them know.
Integrating Social Media Is a Strategy for Success
Expand your insights with a hub and spoke model.
The Integration Advantage
Unifying the sales process and the CRM system is essential.
Re:Tooling -- E-Signatures: Sign 'Em Up!
As companies look to cut costs and streamline operations, electronic signatures may be entering a renaissance period.
A Salesforce.com by Any Other Name
What do you do when your brand no longer reflects your offerings?
Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
Focus on What Matters Most
In a difficult economy, don't sit idly by. Do something -- but be sure it has a payoff.
Bad Economy = Bad CRM?
Before the markets hit the skids, companies had just begun to target customer experience.
Build Transparency and Trust
Clearly, improving customer trust should be a major focus for organizations in 2009.
The Digital Client Is Older Than You Think
A three-phase approach to reaching social media maturity.
Everything Is Social
The word is everywhere now: social networks, social frameworks, social platforms.
Automation Proves Its Value
Automation is beginning to prove its value--not only in cutting costs, but in driving revenue as well.
We Can't Rewind, We've Gone Too Far
Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
Opportunity International Sees CPM's Golden Opportunity
A financial services firm turns to Hyperion to consolidate and analyze data from across the globe.
Experience be damned--creating a customer community is the best way to win wallet share.
A financial services firm reinvests in support.
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go.
Customers are rarely loyal. They are willing to jump at the first perceived slight or problem, even if they have been dealing with you for years.