Voices of CRM:

call center software

1

February 23, 2011  2:56 PM

Richard Snow on contact center analytics



Posted by: Barney Beal
call center manager, call center software, customer analytics

[caption id="" align="alignleft" width="103" caption="Richard Snow"]Richard Snow[/caption] Call centers have long been concerned with average handle times and occupancy, but the recent...

April 6, 2010  2:53 PM

Richard Snow on hosted contact centers



Posted by: Barney Beal
call center software, hosted call center

Considering a hosted contact center? There are plenty of considerations for picking the right vendor. In this podcast, we discuss how to determine your key evaluation criteria when selecting a hosted call center provider. Hear tips on creating the proper RFP and crafting an airtight SLA, and find...


December 22, 2009  2:00 PM

The top CRM stories of 2009



Posted by: Barney Beal
call center software, CRM and Web 2.0, Microsoft, Oracle, Salesforce.com, SAP, social crm

As 2009 draws to a close (thankfully), it's time, as we do every year, to look back on some of the major developments in the CRM market. This year is not as easy as some. Gone are the heady days of CRM news, like in 2005 when all this took was throwing acquisitions, such as the


April 13, 2009  6:32 PM

Is now the time for contact center spending?



Posted by: Barney Beal
analytics, call center software, contact center

Donna Fluss is bullish on the future of contact center analytics applications. I spoke with the president of DMG Consulting last week about her recent report, which identifies two new markets in contact center technology -- customer experience analytics (CEA) and desktop analytics (DA). Fluss...


November 25, 2008  9:22 AM

RightNow’s Greg Gianforte on SaaS CRM



Posted by: Barney Beal
call center software, evaluating SaaS, SaaS implementation, SaaS vendors


September 29, 2008  2:38 PM

Loomis switches from Salesforce.com to Oracle CRM On Demand



Posted by: Barney Beal
call center software, CRM strategy, evaluating SaaS, hosted call center, implementation, SaaS implementation, SaaS vendors


July 22, 2008  10:43 AM

Esteban Kolsky on email customer service



Posted by: Barney Beal
call center software, email service, online service


January 3, 2008  9:14 AM

Expert predictions for CRM in 2008



Posted by: Barney Beal
call center software, CRM strategy, CRM vendors, industry news, Mobile CRM, online service, software upgrades

Three industry observers share their predictions for the CRM market in the coming year.

Rob BoisRob Bois, analyst with...


November 30, 2006  3:20 PM

John Ragsdale on self-service



Posted by: Barney Beal
call center software, CRM strategy, evaluating CRM software, hosted call center, online service

John Ragsdale John Ragsdale is the...


June 28, 2006  2:55 PM

Richard Feinberg on call center technology and outsourcing



Posted by: Barney Beal
call center software, hosted call center, online service, speech technology

Richard FeinbergOur Voices of CRM podcast series continues with this conversation with Richard Feinberg, director of the Center for Customer Driven Quality at Purdue ...


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