How to Create the Right Content for the Right Social Channel
Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion.
Maximize the ROI of Your CRM Solution: Learn How to Get the Most for the Least
The payoff from your CRM system is determined as much by your commitment to it as by the strength of the technology.
Work-at-Home Solutions Are Transforming Call Center Operations
At-home agents can be as productive, if not more so, as those in the contact center.
3 Tips for Social CRM Success
Before diving headfirst into social media, it's important to lay the groundwork for success.
Is It Time to Move Your Contact Center to the Cloud?
Make sure you understand the myths and realities.
The Tipping Point
Is Social Media Still Just Hype?
When used wisely, this channel can be a B2C gold mine.
Speech Analytics Is Starting to Make a Difference
With skilled analysts behind them, these solutions can enhance the customer journey.
Pint of View
Greeting Cards Enter the CRM Space
A new spin on contact management piques my interest—and pique.
How to Create Meaningful Customer Experiences
Tap into the power of purpose, empathy, and memories.
Voice of the Customer
Five Traits of Exceptional CX Leaders
Establishing and building relationships is key.
Dynamic Pricing Gains Ground
But it must factor in how much customers are willing to pay.
Customer Satisfaction Plunges Again
American Customer Satisfaction Index sees one of its biggest drops in 20 years.
Search Goes Social
Google's SEO algorithms are changing, with social media playing a big part.
More E-Commerce Experiences Are in Store
New technology enables retailers to bridge the physical and digital divide for the holiday shopping season
Business Voicemail Goes Unanswered
Most callers would rather hang up than leave a message.
Verizon Puts a Different Spin on Loyalty Rewards
The new program rewards customers for everyday activities.
Why Twitter Is Not a Strategy
Though new technology is tempting, marketers have to get back to basics.
CRM Yields New Efficiencies for City Harvest
The food rescue organization broadens its reach with Microsoft Dynamics.
Stryker Takes Brochures into the Digital Age with Adobe's Publishing Suite
Adobe DPS cuts production time and cost for the medical device company.
For Hewlett-Packard, FantasySalesTeam Makes Results a Reality
Tech leader sees sales gains—and a culture change—with gamification solution.