August 2008

Magazine Features

Calling It Quits

Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.

Wouldja Look at That?

Vendors and users both now have an unprecedented degree of control over what a CRM application can look like. How should that power be used?

8 Enterprise Strategies That Stick

CRM can be a tough animal to tame. We've gathered a handful of tunes that actually soothe the sometimes-savage beast.

CRM Searches for Search

The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?

Front Office

Ignorance Is the Remedy du Jour

Too many companies are losing agents at an alarming rate, simply because they're often measuring, managing, and treating the wrong problems.

Reality Check

The Digital Client Is Older Than You Think

A three-phase approach to reaching social media maturity.

Customer Centricity

Hold On to Your Customers

Why the contact center may be your last line of defense.

The Tipping Point

Random Acts of Customer Kindness

Delivering a rewarding experience requires doing a lot of things well.

Scouting Report

The Hosted Contact Center: A Paradox No Longer

Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.

Pint of View

There's a Sucker Born Every Minute

The one from my birth-minute is no mystery.

Insight

Maximum Security

You're nothing without your data -- so what are you doing to protect it?

A Code Win Doesn't Blow

CRM is all over this year's awards for programming excellence.

Forming the Platform

On The Scene: Gartner AADI & Gartner Enterprise Architecture -- Now's the time to decide upon a business process platform.

CRM on Twitter: August 2008

Some recent tweets about CRM software.

CRM Class Is in Session

More colleges and consulting firms are offering CRM-specific certifications.

Market Focus: Education -- Making CRM Mandatory for University Administration

Why higher-education spending on CRM is set to almost double by 2012.

Required Reading -- Training for Success

Physical and mental wellness can affect the quality of customer service.

Feedback: August 2008

REAL ROI

All Lines Are Not Busy

British Telecom sees massive turnaround in its contact centers thanks to Knoa.

UC: As Easy as A-B-C

A Canadian school district doubles its number of phones -- and still saves money.

Even Contact Centers Have Room for Improvement

France's Groupe b2s boosts productivity with Altitude Software.

Money Lying Around?

Targeted sales calls connect better with clients who invest more.

Secret of My Success

Tuning In to Customer Demands

A cable provider's path to better service is laid through SinglePipe Communications.

Re:Tooling

Tech Solution: Email Management Tools

Business Problem: Subpar email response forces unhappy customers to live agents.