Customer Support and the entire Relationship Management has become the top priority for every customer focused financial services organisation. Companies have identified that increased competition in ...

Contact management is crucial for businesses as it centralizes and organizes information about customers, partners and suppliers. By maintaining a well-structured contact management system, companies ...

In a move it says will help small businesses tap the power of customer data with the sophistication that large enterprises enjoy, Microsoft today announced it is offering Microsoft Outlook 2007 with ...

Multichannel marketers have long faced the challenges of customer contact management. In the absence of setting up a test plan on the front end, with adequate database assets you can back-test many ...

To best leverage your customer relationship management (CRM) system, you'll need to understand the features commonly found across CRM software. Most platforms include some sort of customer contact ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Stemming customer defection is part of owning and running a small business. No business sets out to alienate customers--yet sometimes we unintentionally tick them off by ignoring them due to oversight ...

Kana plans to build out its customer service experience management bona fides with its recent acquisition of contact center provider Ciboodle from the Sword Group. The point of the acquisition is to ...

With all the dramatic changes surrounding IP telephony applications within both the enterprise and consumer markets, there has been a lot of confusion in the industry about how to describe business ...