Tag: CRM

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the...

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...

Omnichannel is everywhere—vendor marketing, analyst articles, conference sessions, client wish lists. While touted as a new concept, it doesn’t seem all that different from...

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do...

InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems...

If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that...