Social Media as a Customer Service Channel in your Contact Center
Social media has a life of its own with reach to thousands of consumers in minutes with impact to an organization's branding strategy, and product and service reputations. It's a channel that will pose challenges and opportunities for the contact center. And it will not go unnoticed! May. 12, 2010
Comments: 0   Rank: 15127   Page Views: 1176 (Stats updated nightly)

Quick Tip: Access All Defined CRM Business Roles in the IC and CRM WebClients In One Easy Step
Here's a quick tip on how to access all the defined business roles via the CRM and IC Web Client without association to the organizational model. Available in CRM 7.0, this is ideal for behnd the scene users.  Sep. 29, 2009
Comments: 2   Rank: 5270   Page Views: 4216 (Stats updated nightly)

Choosing A Deployment Option for Employee Interaction Center
SAP currently offers two deployment options for the Employee Interaction Center. This blog provides some answers on how to determine which option is best for your needs. Jul. 1, 2009
Comments: 2   Rank: 7136   Page Views: 3490 (Stats updated nightly)

SAP CRM 7.0 Account Identification: Multiple Business Partner Confirmation
Account Identification within SAP CRM 7.0 has been enhanced to include scenario coverage for cases where individuals are calling on behalf of other contact persons. This functionality is crucial to Shared Service Centers as well as interaction centers dealing with household account management or family plans.  May. 1, 2009
Comments: 3   Rank: 6155   Page Views: 3859 (Stats updated nightly)

Think outside the box: Integration Opportunities Between CRM and Interaction Center Workforce Management
Leveraging your technology investment is more important than ever before. By exploring integration between SAP CRM and Interaction Center Workforce Management, businesses can improve the efficiency of business processes, maximize ROI and enhance interaction center operations to achieve superior customer service. Apr. 30, 2009
Comments: 0   Rank: 11801   Page Views: 1934 (Stats updated nightly)