Action Center
Free Subscription
Submit Content
Industry Events
Webcasts
Archive
Cool CRM
|
 NEW IN CRM
News: Oracle Announces Oracle(R) CRM On Demand Release 17
Oracle CRM On Demand Release 17, the latest release of Oracle's on demand service that continues Oracle's commitment to CRM innovation, introduces new forecasting and analytics capabilities. New forecasting capabilities in Oracle CRM On Demand Release 17 include flexible fiscal calendars for more productive business operations, the ability to perform both revenue and product quantity forecasting, and real-time information comparisons against current and historical forecasts for proactive pipeline management. (Oracle
)
News: nGenera Releases V9 of Customer Interaction Management Suite
nGenera Customer Interaction Management (CIM) released nGen CIM 9 that adds nGen Community and nGen Social Media channels to the Suite and enhances its core channels: nGen Knowledgebase, nGen Email, and nGen Chat. nGen Community, powered by nGen Knowledgebase allows users to engage in social self-service by creating and sharing knowledge and experiences as well as participating in community management. Community members interact in forums and contribute via wiki while the organization retains overall control. Members can evaluate content and users through reputation modeling. (nGenera
)
News: Teleperformance Deploys NICE SmartCenter Interaction Analytics
A UK outsourcer, Teleperformance has expanded its NICE SmartCenter deployment, in a multi-million dollar deal, by adding NICE Interaction Analytics business solutions to existing implementations of NICE call recording, quality management and workforce management. The NICE analytics-based solutions will help Teleperformance's clients gain a better understanding of their customers' needs to enhance customer experience and boost loyalty, while reducing operational costs. Teleperformance UK is part of Teleperformance Group, a leading global contact center outsourcer which is using NICE SmartCenter solutions at 13 sites throughout Europe, including the UK. (NICE
)
Article: Let the Customers In
Most online shoppers are used to the idea of viewing their own accounts on the sites of large retailers and exerting some control over the information stored there. With the drive toward expanded self-service, many savvy internet users can even be miffed if there is no visibility into their accounts, information or purchase history. Customers view access to their account as more than a convenience - they see it as an essential element of doing business with the retailer. Online retailers have recognized the value of building relationships with customers through their accounts. (DestinationCRM
)
Article: Four Ways to Move Beyond the ATM Approach
Maybe you've seen a significant amount of coverage in the news about personal finance. Startlingly, it seems a large number of people have begun to manage their spending based on a decision-making process that I call the "ATM Approach." This approach to financial management is based solely on the actions you can take at the ATM. If the withdrawal or purchase goes through, they spend. If not, they walk away. This easy approach to spending involves very little effort on the part of the consumer and always provides an immediate answer: yes or no, approved or declined, sufficient or insufficient. A few clicks on the screen provide the guidance for a day of financial indulgence - or abstinence - ahead. Many contact centers are managed in a similar way. We rely on quick information and data from workforce optimization systems to guide us through a lightning speed decision making process, but often without the valuable insight we can see from a more detailed analysis. (Contact Professional
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | 
OUR TAKE -
The Wisdom of Relationships
Deadline extended for CRMAdvocate readers
