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Unified Communications: 3/17/2011 eNewsletter

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Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer touch-points must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.
Connect and Empower Mobile Salespeople
Welcome to CRM in the era of mobility. This evolution stands finally to extend the value of CRM from the management suite down to the field salespeople to whom it was previously an annoyance. Instead of setting out to create an application that would be useful to sales managers, the new breed of mobile CRM designers decided to create something that individual sales contributors out on the road would want and need to use. Read this white paper to learn how a lightweight mobile CRM application - more task - than system-focused - can actually provide useful information and encourage salespeople to utilize it.
Social CRM Comes of Age
Web 2.0. Collaborative computing. Social media. And now Social CRM. These terms are used interchangeably, and often, to describe the massive transformation taking place across organizations today. In short, the impact of this social communications makeover has shifted ownership of the customer/company relationship to the customer - which changes how businesses must respond. Who is this social customer? What strategies and tools do the newest CRM solutions provide to leverage this new reality? Read this white paper to learn more about Social CRM.








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