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Lenovo Selects Atento as Strategic Partner for Contact Center Customer Relationship Management in Brazil

lenovoingSÃO PAULO, April 26, 2017 /PRNewswire/ -- Lenovo, a leading company in providing innovative consumer, commercial and enterprise technology, has just settled an important partnership with Atento S.A. (NYSE: ATTO), one of the world's leaders in customer management and business process outsourcing services, aiming to enhance its relationship with consumers and businesses.

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Genpact Leverages Artificial Intelligence to Transform Contact Centers into Profit Centers

genpactNEW YORK, Jan. 10, 2017 - Genpact (NYSE: G), a global leader in digitally-powered business process management and services, today launched its Neural Chat Assistant solution that reimagines contact center operations with an artificial intelligence (AI) virtual advisor that dramatically improves the customer experience,

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Ovum sees organisations taking a modular approach to CRM

ovum1London, 9 December 2014 – Organisations that succeed with customer relationship management (CRM) recognise that value must first be delivered to customers before there is any hope of developing an enduring and symbiotic customer relationship, leading to high lifetime value and lower costs to attract new customers, according to Ovum’s recent report 2015 Trends to Watch: CRM.

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Aegis Positioned as a High Performer in the HFS Research Blueprint on Contact Centre Operations

aegis22MUMBAI, June 27, 2016 - Aegis Limited, a global outsourcing and technology services company, today announced that it has been positioned as a High Performer in HFS Research's Contact Centre Operations Blueprint report 2016. HFS Research positioned Aegis in the Blueprint report based on a bi-dimensional matrix, evaluating innovation and execution.

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SurveyMonkey Launches Deep Integration For Salesforce On Salesforce AppExchange

SurkeysalesSurveyMonkey, an online survey platform, today announced an integration that connects survey data directly with Salesforce on Salesforce AppExchange. This integration empowers companies to send and analyze surveys from within Salesforce via the SurveyMonkey for Salesforce app. Now available on Salesforce AppExchange, this application empowers companies to view survey responses directly alongside Salesforce information, providing more context to both data sets.

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IBM Builds On Growing Social Business Momentum with New Clients and Services

socialmediaibmARMONK, N.Y., Feb. 1, 2016 - IBM (NYSE: IBM) today announced continuing momentum for its social businessofferings with clients around the world ushering in the next era of collaboration with IBM Verse and Connections. IBM also announced expanded capabilities in its collaboration portfolio with new innovations that make it easier for clients to gain and share business insights across teams.

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Tactics and strategy to manage Social Media in call centers

ajedrez2The customer service through social networks is now a reality. The current debate is how to do that, because there are many opinions about how this new communication channel should be implemented. A recent study conducted by Frost & Sullivan consulting provides interesting concepts on the topic, there says that the success in social networks requires the existence of an area that carry out the implementation strategy - which detailed in four phases-.

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Top 10 Customer Engagement Trends for 2016 – Part 1

shutterstock 331737938With the arrival of a new year, contact centers are set to experience shifts in customer engagement strategy. While many of the trends to be expected in 2016 closely mirror current ones, the ways in which technologies are implemented, agents train for and deliver service, and consumers choose to interact with their preferred brands will emphasize greater personalized attention and even more cutting-edge technology for seamless customer experiences. Here are the first five of the top ten trends for customer engagement to look out for in 2016.

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Ovum finds competition for customers hotting-up as CRM and e-commerce are set to be fastest growing enterprise applications

eCommerce1London, 9 July 2014 – Customer-engagement systems will be the fastest growing enterprise application between 2013 and 2018, signalling that competition for customers is hotting-up, says Ovum. According to the global analyst firm’s newly launched software forecasts, e-commerce and CRM solutions

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Alipay’s Call Centers Using Smart Robots to Deal with Customers

ROBOTAccording to China Business News, the robots installed at Alipay's call centers can understand customers' speech and will become ever smarter as the robots have a learning ability that can match college graduates who had undergone several hours of training for the job.

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History of CRM Software

CRM11980s: Evolution of Database Marketing Direct Marketing, a practice pioneered by Lester Wunderman, evolves to Database Marketing. Database marketing put more emphasis on statistical techniques for understanding customer behavior.

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G2 Crowd publishes Spring 2015 rankings of the best CRM software, based on more than 2,500 user reviews

Salesforce CRM, Nimble CRM, Zoho CRM and Microsoft Dynamics CRM earn Leader status while Nimble CRM and Workbooks.com tie for top overall Satisfaction scores in owds ourced report.

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3 Keys to Turning Your Contact Center into a Profit Center in 2014

Call center4Although the term “profit center” has been bandied about from time to time over the past 10 years, it’s often more of a nice gesture than a reality.

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Social media in the contact center, developing new spaces for chat with customers

reddcallSocial networks begin to form part of the contact center management, but which of them must be implemented? Making the decision, it is important to know: the preferred networks of the customers and what actions they perform on each of them. The lower box shows the most important networks established a classification according to the type of Exchange users perform, age groups and the scope of each network.

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The “S” in SCRM is not about Social Media

crmyredesToday I read a tweet by Ray Wang where he states that he “doubts Social CRM (SCRM) will replace CRM. They augment each other. S is just a new but powerful channel. What do you think?” I fully agree that Social CRM will not replace CRM. I have a different view though on the meaning of the S. Here’s what I think the S in SCRM is about, and why:

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