Social CRM – Fad or Here to Stay?

Social CRM is mistakenly referred to as social media monitoring, however, that is incorrect; it encompasses a much broader spectrum of the value chain, and most importantly, includes participating in the conversations.

10X Exceeded Costs Due to Poor Call Center Engagement

Call center leaders and practitioners frequently talk about engagement, or the lack of it, and the effects on the contact center; higher attrition, lower FCR and lower customer satisfaction scores. However, the impacts to the business far outweigh those to the contact center. Consider your average revenue per contact. Then consider how many poor interactions […]

United Airlines Fails at Customer Experience Management

United could have made some simple changes to prevent a viral CRM failing