Voices of CRM:

contact center software


March 5, 2012  4:25 PM

Experts demystify the complexity of PCI compliance in the contact center

Posted by: Barney Beal
contact center management, contact center software, PCI DSS

[caption id="" align="alignleft" width="65" caption="Diana Kelley"]Diana Kelley[/caption] [caption id="" align="alignright" width="76" caption="Lori Bocklund"]

March 4, 2011  3:48 PM

Service Cloud 3: Is unified communications or social CRM the bigger news?

Posted by: Barney Beal
contact center software, SaaS, Salesforce.com, unified communications

Yesterday in New York, Salesforce.com previewed an upgrade to its next customer service application, the Service Cloud 3. Similar to its year-old integration with Twitter, reports focused on

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February 2, 2010  2:48 PM

John Ragsdale on building a business case for self-service technology

Posted by: Barney Beal
contact center software, online service, self-service technology

John RagsdaleIn many ways the business case for self-service...


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