Call Centers - Research
Technology research on Call Center, Customer Service, and Social CRM software and solutions.
6 Call Center Best PracticesNovember 22, 2016
Having the right technology and procedures in place can help contact centers improve productivity and customer engagement.
10 CRM Predictions for 2015January 12, 2015
Cloud, integration and analytics are still among the top CRM trends in 2015, experts say.
CRM Integration More Important than a Pretty InterfaceOctober 3, 2014
CRM vendors are striving to improve their software's user interface. But are they neglecting data integration?
Smartphones Will Boost IVR's Customer Service ImageApril 25, 2014
Interactive voice response (IVR) is a self-service technology customers love to hate. But visual IVR on smartphones and other mobile devices …
How to Buy Social Customer Service SoftwareApril 16, 2014
As the importance of social customer service grows, so do the number of solutions designed to help companies provide it. Here's how to …