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Richard Feinberg on call center technology and outsourcing
Our Voices of CRM podcast series continues with this conversation with Richard Feinberg, director of the Center for Customer Driven Quality at Purdue University. Feinberg shares his thoughts on call...
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John Ragsdale on self-service
John Ragsdale is the vice president of research with the Service & Support Professionals Association, a longtime industry analyst and call center manager. In this podcast he discusses the future...
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Expert predictions for CRM in 2008
Three industry observers share their predictions for the CRM market in the coming year. Rob Bois, analyst with Boston-based AMR discusses SAP’s latest release, the outlook for CRM suites and spending...
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Esteban Kolsky on email customer service
Think the days of email as a useful customer service channel are over? Esteban Kolsky, vice president and practice leader at Kana Software and a former analyst with Gartner, says he’s seen customer...
View ArticleLoomis switches from Salesforce.com to Oracle CRM On Demand
Transforming an organization’s customer service operations is never an easy task, particularly for one as old as Loomis AB, which got its start picking up and guarding money from banks via stagecoach....
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RightNow’s Greg Gianforte on SaaS CRM
This isn’t the first downturn Greg Gianforte has seen. Gianforte, who founded RightNow Technologies in 1997, emerged from the last bust with a public company and in this podcast shares some of his...
View ArticleIs now the time for contact center spending?
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...
View ArticleThe top CRM stories of 2009
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...
View ArticleRichard Snow on hosted contact centers
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...
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Richard Snow on contact center analytics
Richard Snow Call centers have long been concerned with average handle times and occupancy, but the recent emphasis on retention and loyalty building have made customer experience management an...
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