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CRMJun 05, 2007 10:18 PM By Kathryn Jackson
Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data
CRMJun 01, 2007 9:30 PM By MCM staff
Digital content management is so 20th century. Just as online marketing has given way to Web 2.0, digital content management has evolved into enterprise content management, or ECM.
CRMMay 30, 2007 11:57 PM By Rebecca Wetteman
As companies become more sophisticated about customer relationship management, we
CRMMay 01, 2007 9:30 PM By Jim Wheaton
Data mining is enhanced, often dramatically, when the source data are improved. The ultimate goal is for data mining to be performed off a platform that
CRMMay 01, 2007 9:30 PM By MCM staff
In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.
CRMApr 18, 2007 7:33 PM By Ernie Schell
The director of Ventnor, NJ-based consultancy Marketing Systems Analysis, Ernie Schell takes a quarterly look around the changing software landscape for MULTICHANNEL MERCHANT/OPERATIONS + FULFILLMENT.
CRMApr 11, 2007 8:57 PM By John Rizzi
Behavioral data are just what they seem
CRMApr 01, 2007 9:30 PM By MCM staff
To gain a better understanding of the true performance of their sales and operations, more merchants are implementing business intelligence (BI) solutions.
CRMApr 01, 2007 9:30 PM By Ernie Schell
Shopping for order management software (OMS) is never fun, but at least we’ve done much of the legwork for you with our annual roundup. We have four new
CRMMar 28, 2007 9:32 PM By Cindy Curtin
There is not yet a standard definition for a contact center