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November 05, 2014

Magazine Features

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.


The High Price of Ignoring Customer Input and Big Data

Five things world-class companies are doing right.

The Next Customer Service Channel You Are Currently Ignoring

Sixty-four percent of customers would rather text a business than call, according to a Harris Poll/OneReach survey. (Featured on SmartCustomerService,com.)

Scouting Report

Speech Analytics Is Starting to Make a Difference

With skilled analysts behind them, these solutions can enhance the customer journey.

CRM Across the Wire

Tealium Partners with Optimizely

Tealium integrates its real-time unified marketing solutions with Optimizely's experience optimization and testing platform.

Acision Releases forge by Acision Web RTC Platform

The multichannel customer communications platform gives access to voice, video, chat, and messaging.

SparkCentral Releases Autumn '14 Edition

SparkCentral's new release features tools to improve social media responses.

Netsertive Launches Localized Landing Pages for Marketers

Latest enhancements provide real-time updates of brand content embedded directly within retailers' Web sites.

NetFortris Enhances its Enterprise Contact Center Solution

NetFortis adds PCI-compliant credit card security and skills-based routing,

Thanx Launches to Fix Customer Loyalty

With direct MasterCard and Visa partnerships and no required integrations, merchants using Thanx eliminate cards and added steps at checkout.