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Bettering the Customer Experience . . .
The Virtualization of the Contact Center Industry
It’s known as the battle between “Clicks” and “Bricks.” Will online businesses eventually force brick and mortar stores into extinction? There are strong points on either side of the ongoing debate, but one thing is clear - traditional businesses must adapt to competing in the virtual world or risk obsolescence. Recent failures and struggles of brick and mortar retailers such as Borders and Blockbuster clearly illustrate the dangers of underestimating the power of the World Wide Web. While most executives are familiar with the effects of technology in the retail sector, they may be surprised at the profound changes occurring in other industries as well, namely call centers. . . . read more >>
Five Tips for Getting the Most out of Your Social Channels
Establishing an authentic and engaging voice in social media is critical for almost every organization these days. However, with new social channels popping up all the time, it can be difficult for brands to understand what social platforms are relevant to its customers and the best way to approach them, according to QuestBack, an enterprise feedback management (EFM) and Social CRM solution provider. To help brands get the most out of social channels, QuestBack has the following five tips. . . . read more >>
Oracle Buys Collective Intellect
Oracle has entered into an agreement to acquire Collective Intellect. Collective Intellect’s cloud-based social intelligence solutions enable organizations to monitor, understand and respond to consumers’ conversations on social media platforms such as Facebook and Twitter. . . . read more >>
Transforming into a Social CRM Enterprise
It's no secret that the power of social media lies in the connections it creates. More companies, however, are also realizing that good social CRM connections can improve their bottom line as well. Starwood Hotels & Resorts Worldwide is a case in point. The company's Starwood Preferred Guest loyalty program provides various ways for hotel guests to share their travel experiences and photos with family, friends, and other hotel guests on social media networks. As an added benefit, guests who check into one of its hotels with their Facebook or Foursquare account can receive "Starpoints," which can be applied toward free breakfasts and room upgrades. . . . read more >>
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