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CRMApr 16, 2012 12:18 AM By Curt Barry
Is 3PL for you? Here’s how to analyze your current operations, as well as your options.
CRMMar 28, 2012 3:22 AM By Kathleen Peterson
Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives
CRMMar 03, 2012 2:22 AM By Kim Silva
During peak times the order calls roll in at contact centers, but during off peak it
CRMFeb 18, 2012 1:25 AM By Fred Lizza
Jacque Pelletier, founder of Fashion Connection, says that the ability to manage his inventory across multiple platforms has helped the business flourish and differentiate itself from local brick-and-mortar competitors. Additionally, the Fashion Connection, is looking ahead and readying themselves to take on bigger challenges such as mobile commerce.
CRMFeb 16, 2012 7:52 AM By Monica Pearson
Once we pivoted the data to shift the view from fraud rates to verification rates, we were able to determine some other interesting insights.
CRMFeb 16, 2012 6:26 AM By Ernie Schell
Most multichannel merchants are familiar with the two domi
CRMJan 30, 2012 6:06 PM By Ernie Schell
Coordinating this is a tall order. It is not surprising that software vendors in the OMS field either acquire other related vendors to make it easier to manage and support their solutions, or are acquired by other companies who value some or all of what the acquired company can provide.
CRMJan 24, 2012 1:39 AM By Jim Tierney
The value of metrics in measuring Customer Experience Management (CEM) programs is vital to your company
CRMDec 22, 2011 12:42 AM By Jim Tierney
Given the growth of the digital market, as well as the parallel direct-to-consumer and retail marketing, here are some newer contact center metrics to consider according to Steven Edelstein, CEO of brand management/marketing consultancy The Logical Step
CRMDec 22, 2011 12:33 AM By Kathryn Jackson
Identifying and improving performance measures connected to the success or failure of today