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Call Centers: July 2010

Call Center, Customer Service, and Social CRM software and solutions. - Archive for July 2010

LiveVox Upgrades Call Center Business Analytics Tools

The new Best Time to Call tool lets an organization analyze and compare hour-by-hour changes to customer contact rates.

ShoreTel Announces Contact Center 6

The new version of the company's call center software includes real-time APIs and event feeds.

Strativity Customer Experience Management Certification Program

Strativity Group has announced 2010 CEM certification dates for both the US and UK.

TeleTech Partners with Lithium Technologies for Social CRM

The alliance will see TeleTech combine social customer networks with traditional customer relationship management (CRM) offerings.

Impact 360 Speech Analytics Optimizes Contact Center Operations

The analytics solution helps to identify potential savings by discovering underlying issues that prompt calls into contact centers.

Integrating Enterprise UC with Social Networking

Responding to customers and prospects requires unified communications (UC) and call center applications to be tightly integrated to social …

Top 10 Tips for Using Social Media to Improve CRM

Experts reveal their strategies for using Twitter, Facebook and LinkedIn to help gain and retain customers.

Delivering on Customer Experience in Multiple Channels

Most consumers and businesses have added the online channel to a growing list of resources at their disposal.

Australian Retailers Failing in Customer Retention

New research indicates that Australian online retailers fail to invest in customer loyalty and retention.

Performance Analytics in the Call Center

Performance analytics applied in contact centers help identify opportunities to cut costs and grow sales.