CUSTOMER — MAY 2013
Advances in transportation and communications over the years have made people and organizations - whether across a state or on the other side of the world .... Read More >>>
We noticed the huge growth in gift card sales for retailers across the country. Upon implementation of the Epicor Gift Card solution, the Klem's management team was able to efficiently .... Read More >>>
INSIDE Every Issue
TMC Congratulates CRM Excellence Award Winners
Gartner, meanwhile, reports that there are 110 CRM applications in the Apple App Store and 47 in the Android App Store. Mobile CRM will grow 500 percent by 2014. Social CRM will reach $1 billion in worldwide sales by the end of 2012, making up 8 percent of CRM spending this year. And half of all CRM applications will be web-based by 2016.
Low-Profile Touchpoints can Deliver Big Customer Loyalty Gains
Customer support, contract negotiations, billing, on-boarding, post-sales support - these are the lunchpail customer touchpoints. They lack the glitz and glamour of sales, advertising and marketing, but they weigh just as heavily in your image.
Belgacom Combines Social Media and Workflow to Deliver Service with Character
Eva has been successfully helping customers solve problems or queries online for years. Now with social media emerging as the new method for customers to address their concerns, Belgacom was faced with the challenge of learning how to engage these customers across several social media channels, while continuing to utilize Eva as the face of its customer service program. Maintaining the same, great customer experience was paramount.
A Better Predictive Dialer/Call Center Solution: MDLsolutions Delivers on Affordability, Ease-of-Use & Support
This predictive dialer/call center solution is a Windows/software-based SIP/VoIP dialer/call center solution that runs on a SQL database, in combination with the Windows/software based 3CX IP PBX, to enable businesses to keep in contact with their clients effectively; for call centers of various sizes, or to serve as a stand-alone automated dialer. It scales easily from four to 500 agents.
Making the Move to Mobile
It is no secret that mobile is a tremendous opportunity for customer engagement. Almost every study conducted in 2012 concluded that brands want to do more with mobile. While the hype and hope is there, uncertainty lingers about exactly how to execute a mobile customer engagement strategy and what the impact of a successful campaign looks and feels like.
Two Birds with One Stone: Cloud-based Contact Centers Elevate CE, Agent Productivity
As customers now expect easy access to information and faster problem resolution via a growing number of channels, contact center leaders need an efficient way to attain technology updates and ensure the best service is given. The powerful combination of a flexible IT infrastructure with a dynamic business strategy might sound overwhelming, but it is a necessary component for companies to satisfy these demanding, unique, and increasingly mobile customers.
WebRTC Will Deliver a Seamless Customer Experience
Organizations tend to have a website group and a contact center group. But, in the future, it is very likely that many companies will move to integrate the two in an effort to deliver a better customer experience while at the same time lowering their costs. WebRTC is expected to be a linchpin in bringing all this together.
Kunnect Does Hosted Contact Center Your Way
Kunnect wants to make it easier for organizations in a variety of industries to adopt its solutions on their own terms, so it has taken steps to make its hosted contact center offer more flexible and simple to implement.
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