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The Enterprise 2.0 Global Delivery Model Transformation, Part 3 June 30, 2011 
Three key aspects of the resourcing paradigm will undergo a change with E2.0: resource geographic spread; team constitution; and skillsets required. With the availability of collaboration media and their ease of access, customer groups and IT support/delivery groups will operate out of their own locations without the need to work in a centralized fashion.
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The Virtual Workforce Is Here, Now and Everywhere June 20, 2011 
Customer experience can make or break a company. The pressure to manage costs has never been greater, but it's a fatal mistake to view customer service channels as a cost center. The solution? An at-home workforce that delivers excellent results. A virtual workforce is no longer a futuristic idea. It's available today and ready to help you solve your company's biggest customer management challenges.
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Ready, Aim, Converge for Smarter Commerce June 13, 2011 
For more than a decade, B2B firms have used the Internet to publicize their product catalogs. As a result of the rise in consumer sales on the Web and the rapid maturation and adoption of Internet technologies like RIAs and Web 2.0, B2B firms are now rethinking their e-business strategies. At the same time, the demands of B2B buyers have also changed.
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Catching Up to the Shopper Revolution May 31, 2011 
It has been a wild ride for retailers these past few years. But when we look back, we won't be talking about the economy, the drive for lean inventory, or deep discounting. Rather, we will recognize the fundamental change that occurred was in the shopping process itself. Shoppers are often interacting with retailers in many channels at once.
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Where's Your Cloud Model? May 25, 2011 
Most of the people I talk to think of a business model as the way a company makes money. We certainly agree on that. One's business model can encompass numerous things, like product mix, marketing and sales plan, how you sell -- direct, channel, retail -- and lots more.
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RightNow CEM Weaves Together Social, Business Interactions May 09, 2011 
To meet the growing demand for social CRM, RightNow positions itself as a provider of "customer experience management" solutions, a term the company prefers to use, said John Kembel, vice president of social solutions. "That's a bit more customer-focused." RightNow CX, the customer experience suite, helps businesses use social media to maintain that customer focus.
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Lithium Social Customer Suite Fosters 'Superfan' Communities April 18, 2011 
With the advent of social media, customers have found new ways to connect with each other and discuss their customer service experiences. Referring to these types of social customers as "superfans," Lithium helps companies turn them into advocates for their products and services.
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Customer Service in GCC Retail Banks Is a World Apart March 29, 2011 
Gulf Cooperation Council banks have begun to feel the heat of competitive pressure from foreign banks that are trying to exploit the potential investment prospects in this market by riding on their vast experience and proven consumer-friendly services. In such a scenario, the banks have nothing to blame but their laid-back approach and less-than-stellar commitment to customer service.
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Delivering a Simpler, Richer Cross-Channel Customer Experience March 28, 2011 
Over the past few years, we have seen a seismic shift in the relationship between sellers and consumers, with the power shifting to the consumer. Customers have always wanted exactly what they want, when they want it, at a great price. With today's technology, however, they have near total control over business. They can make or break a seller's brand at the click of a mouse.
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Conversational Marketing: The Next Phase of Customer Engagement March 25, 2011 
With the continued emergence of new technology and channels including social media, mobile, avatars and more, the relationship between brands and their customers and prospects has been changed forever. It's interesting to consider the role of technology in these increasingly dynamic relationships. For some, it's been an inhibitor; for others, a great catalyst.
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The Evolution of CRM Communication Channels February 22, 2011 
Communication is the key to the success of customer relationship management, and it lays the foundation for customer satisfaction and business growth. Today, we have a wide range of CRM communication channels that organizations effectively utilize for communicating with their customers to offer their products and services.
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6 New Reasons to Give LiveOps a Look January 03, 2011 
LiveOps, a contact center software and call center outsourcing provider, recently announced six new features designed to enhance its contact center cloud solution. The enhancements include Call Flow Authoring Studio, configurable recording, real-time configurable dashboards, call visualization reporting, APIs and powerful administration tools.
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The Contact Center in the Cloud: Q&A With LiveOps VP Jeremy King December 14, 2010 
LiveOps is a cloud-based company that has two businesses. It began by providing call center outsourcing services through a network of more than 20,000 independent home-based agents, then began offering its contact center Platform as a Service. Monster.com describes LiveOps as the nation's largest domestic outsourced call center.
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Cisco SocialMiner Digs Deep for BI Nuggets November 04, 2010 
Cisco on Wednesday announced two products and a rich media capture platform to extend its contact center capabilities. One product is SocialMiner, software that lets companies search the Web for relevant material. The other product is Cisco Finesse, a Web 2.0 collaboration desktop for customer care representatives.
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The Secret Ingredients of a Best-in-Class Contact Center October 26, 2010 
Based on the findings of the Competitive Framework and interviews with end-users, Aberdeen's analysis of the Best-in-Class demonstrates that the success of the contact center strategy depends on a combination of specific capabilities and technology enablers. Aberdeen's research has identified several capabilities that Best-in-Class companies leverage in order to achieve elevated operational performance.
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RightNow and the Future October 14, 2010 
RightNow Technologies certainly has come a long way in the last 10 years, and the company used its industry influencers day in Colorado Springs this week to remind us. I saw the day as a marker of a turning point in the company's development, a time when it said to the world, "The first phase of life is over, now let us tell you what's in store next."
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In the Call Center, What Gets Measured Gets Done July 26, 2010 
Its 9:00 a.m. on Monday morning, and Fred from the ABC call center is logging onto the company's metrics portal to find out his first call resolution and average handle time. He also has access to a complete set of other metrics that provide a composite view of his performance over the previous week. His manager is able to see team's aggregate metrics and drill down further to see individual performances.
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Mining the Contact Center for BI Gems July 23, 2010 
The use of analytics in contact centers enables management to extract critical business intelligence that would otherwise be lost. By analyzing and categorizing recorded conversations between companies and their customers, useful information can be discovered relating to strategy, product, process, customer satisfaction/retention, and operational issues.
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Avaya Unveils Reassuring Product Lineup July 20, 2010 
Seven months after Avaya closed its acquisition of Nortel and simultaneously released a road map for integrating the two product lines, Avaya has delivered on that plan. It is releasing a cornucopia of new and enhanced products that largely follow the promises Avaya made in January. "Most users on both sides of the aisle were frightened or skeptical of what Avaya might do," said Drew Kraus, an analyst with Gartner.
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The CIO's Perspective on Unified Communications June 26, 2010 
The top pressures and strategic actions identified by Aberdeen's study of Best-in-Class companies indicate that unified communications must support both internal and external business pressures. Although companies have traditionally used a bifurcated approach of external-facing contact center and internal-facing telecom deployment for employees, this approach is increasingly irrelevant.
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