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October 31, 2012

CRM Featured Articles

WFO Solution Gives Contact Center Agents A View into the Quality Improvement Process

Coordinated Systems' Virtual Observer Agent Portal lets agents view peer statistics, play back their own calls, respond to evaluations, and more.

Marketo Extends Its Marketing Platform with Webhooks

The framework links Marketo software to other applications.

SAP Adds Social Offerings

The offerings take advantage of technologies acquired during the SuccessFactors acquisition.

Yammer Announces Deeper Microsoft Dynamics CRM Integration

Yammer also announces expanded partner ecosystem with additional industry integrations.

Magazine Features

The New Measure of Customer Service Success

Why some traditional performance metrics are wrong and what you need to evaluate now.


Want to Put Customers First? Go Mobile First

Treating mobile as an afterthought is not an option.

Front Office

Analyze the Cost and Effect of Customer Experiences