Channel Management

Integrating channel management into your CRM systems and processes can help you reach the largest possible audeince and manage your supply chain most effectively. Explore the latest news, analysis, and advice on channel management.

Features

The 4 Key Customer Service Omnichannel Considerations

Contact centers have deployed new technologies in silos; integration is difficult but not impossible.

Gamification Comes to the Contact Center

Game techniques keep agents happy, engaged, and better equipped to handle interactions.

CRM and Knowledge Management: Balancing Information and Insight

Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.

Healthcare Gears Up for Coming Mandates

This article was previously published in Speech Technology (Summer 2013). Click here to read the full article.

ViewPoints

4 Big Sales Benefits of Channel Data Management

Across the globe, channel partners hold an estimated $1.5 trillion worth of unsold products at any given time. Getting timely, decision-grade channel data—including a clearer view of end customers—can uncover new ways to boost product sales, translating into millions of dollars in additional revenue.

Bringing Engagement Back to Customer Relationship Management

Traditional contact centers need to give way to omnichannel engagement centers. (Featured on SmartCustomerService.com.)

Combatting Overpayment in High-Tech Sales Programs

Six steps to address this costly challenge.

Take the Guesswork Out of Loyalty

Re-architect customers' journeys to deliver a unified brand experience.

Columns

What CRM Automation Doesn't Offer, Process Does

Manage by exception to zero in on buyers' needs.

The Unified Omnichannel Enterprise Is No Longer a Pipe Dream

A company must connect all of its interaction channels so a customer can traverse them without losing any data.

Forging the Next CRM Frontier

Integrated technologies hold great promise for the future of CRM.

Turning the Customer Experience Tide

The risk and opportunity of promising seamless customer experiences.

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