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Bettering the Customer Experience . . .
NICE to Acquire Merced Systems
The integration of the Performance Management solution with NICE's real-time analytics and real-time customer feedback will enable organizations to optimize customer-facing processes Available in on-premise, SaaS and hosted models, Merced's solutions will be offered both as standalone and as a tightly integrated component of the NICE suite NICE will be acquiring Merced for a total consideration of approximately $150 million and an additional $20 million in cash subject to meeting certain performance targets. . . . read more >>
Why Do Salespeople Hate CRM - And How Can We Help Them Love It?
CRM and salespeople are in a love-hate relationship - in that CRM loves salespeople, but salespeople hate CRM. One of the most common reasons cited by organisations for the failure of their CRM systems is a lack of adoption by the sales team. Data isn't inputted. Records aren't kept up to date. And the value of the whole system is subsequently undermined. So why do so many salespeople take such a disliking to CRM? . . . read more >>
Need Scalability in Your Contact Center?
So your holiday promotion is a huge success! There's universal rejoicing throughout your organization . . .
. . . followed by the "Oh, my gosh!" moment when you find out that your call center agents are overloaded and customers are hanging up because of long wait times. Or maybe it's just normal seasonal spikes.
Whatever the reason, you have to scale up your call center to meet the volume-and you have to do it, oh, yesterday. The solution? It's in the cloud.
Take a look at our contact center scalability series "
Telecom Companies Reduce Contact Center Operational Costs
Four telecommunications companies have selected Jacada to simplify agent tasks, reduce new hire training time and keystroke errors, and automate workflows and redundant processes in their contact centers. As noted in a recent case study, these companies which have implemented Jacada Workspace Agent Desktop to create an optimal agent experience, collectively service over 41.2 million customers worldwide with presence in Eastern Europe, Africa, Latin America, Germany, and the United States. Recognizing that their existing agent applications were segregated, redundant, and somewhat disconnected, these telecommunications companies were looking for a more automated and streamlined system to empower agents to deliver better customer service. . . . read more >>
Social Everything Comes of Age
About five years ago, we set out to define what we called CRM 2.0. We set up a wiki and enlisted about 300 leading lights in the CRM world-from CEOs and influencers to analysts and journalists to practitioners, all working together to formulate a common definition. In 2009, we began to call it social CRM, and it was established as part of mainstream discussions. Nevertheless, the strategy remains an immature set of practices. Because social CRM is still in the pilot stage, industry naysayers occasionally declare that it is dead. Well, that would make social CRM a stillbirth if you were to take these folks seriously. I don't, and what they are saying is not even that interesting. What is interesting is what they are attempting to substitute for the newly buried social CRM. It's been social business, customer experience management, social media, and other early-development initiatives that are driving 21st-century industry, including new business models. . . . read more >>