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November 04, 2013
CRM Featured Articles
Obamacare Web Site Failure Stresses Government Call Centers
01 Nov 2013
When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver? (Featured on SmartCustomerService.com.)
Salesforce Announces Private AppExchange
31 Oct 2013
Companies can customize app offerings for employees with the new Salesforce Private AppExchange cloud platform.
ForeSee Introduces cx360 Platform for Multichannel Customer Experiences
31 Oct 2013
Multichannel customer experience analytics in ForeSee cx360 provide visibility and benchmarking across touch points.
Verint Enters Voice Biometrics Market with Victrio Acquisition
30 Oct 2013
Victrio brings to Verint solutions to mitigate fraud using passive voiceprint enrollment. (Reported by SpeechTechMag.com.)
SAP Delivers Big Data-Enabled Applications to Engage with Customers
30 Oct 2013
Five new applications from SAP provide customer engagement intelligence and fraud management on the SAP HANA platform.
Magazine Features
Customer Support: Keeping Up with the Digital Migration
01 Nov 2013
The phone is losing ground as a leading communication channel. Can you meet customers where they're going?
Viewpoints
Three Tips for Surpassing Customer Expectations
11 Oct 2013
Turn connected customers into brand advocates.
Speech Analytics: Post-Call Versus Real Time
14 Jul 2013
Speech analytics gives companies the power to alter the outcome of a call. Although these applications are still immature, their potential is great. (Reported on SmartCustomerService.com).
Front Office
Preparing for the Omnichannel Environment
01 Nov 2013
In a world where so much attention is placed on technology, we shouldn't lose sight of the human element.