CRM MONTH: All roads lead to automation and hyper-personalisation
Customer Relationship Management (CRM) systems are indispensable for contact centres and customer care teams, as businesses strive to deliver personalised, efficient, and seamless customer experiences. Advancements in CRM technology and evolving best practices have transformed how these systems are utilised. Here’s a summary of the key developments, including insights on best practices, technologies, costs, and […]
December is CRM Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
CRM MONTH: Putting the contacts into contact centres
Approaches to CRM in the contact centre have shifted from a transactional model to a more holistic, customer-centric strategy. Here we explore the key developments that have shaped practices in UK contact centres over the past ten years, based on input from attendees at the Contact Centre & Customer Services Summit… 1. Integration of Multichannel […]
Do you specialise in CRM for contact centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of […]
Do you specialise in CRM for contact centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of CRM solutions and […]
Do you specialise in CRM for contact centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of CRM solutions and […]
Why CRM (still) fails
CRM is a core component of the operational toolkit – even SME adoption levels have now reached 79%, according to a recent survey from Workbooks. And yet, CRM success rates are still too low. For every business achieving phenomenal business transformation, another will have wasted resources and seen zero return. As a mature market, there […]
2021 Gartner Magic Quadrant for the CRM Customer Engagement Center Freshworks is a Visionary Again!
By Freshworks Gartner 2021 Magic Quadrant on the CRM Customer Service Center has recognized Freshworks as a ’Visionary’ for our cloud-based omnichannel customer service platform, Freshdesk. This is our sixth consecutive year on the quadrant and the second time as its ONLY Visionary. We believe that this recognition underlines our success in helping customers establish […]
Do you specialise in CRM for contact centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of CRM solutions […]
Meet with Diabolocom at the Contact Centre & Customer Services Summit!
There’s only a few weeks left until the Contact Centre & Customer Services Summit! Let’s take advantage of this virtual event to enhance your customer interactions! Diabolocom‘s 100% cloud software can be integrated to your CRM in only a few minutes. Self-service, personalized messages, post-call workflows, … Are you ready to set up the best strategies […]
