Making Screen Pops Pop  Jun 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

Resource Guide: Enterprise Content Management Solutions  Jun 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.

Top Five CRM Deployment Mistakes  May 30, 2007 11:57 PM By Rebecca Wetteman

As companies become more sophisticated about customer relationship management, we

Best Practices in Data Mining: The Second Five Commandments  May 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

L.A. Confidential: Contact Center Roundtable  May 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.

The Software Corner  Apr 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.

Four Ways to Use Behavioral Data in E-mail to Reach Your Marketing Goals  Apr 11, 2007 8:57 PM By John Rizzi

Behavioral data are just what they seem

Resource Guide: Business Intelligence Solutions  Apr 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.

Systems Solutions: 2007 Order Management Software Roundup  Apr 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

First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program  Mar 28, 2007 9:32 PM By Cindy Curtin

There is not yet a standard definition for a contact center

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