| What is ERM |
| Employee Relationship Management (ERM) is a cutting-edge,
critical business process that enables your employees to do
their job better. It is a process used to better manage your
relationships with, and the working practices and effectiveness
of, your workforce.
Through integrated internal systems, ERM allows your employees
to have the necessary information at their fingertips to meet
your customers' needs, while at the same time working toward
corporate objectives and meeting and managing personal goals.
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| Experts Corner |  Communicating intelligently with existing customers is critical, and marketing spend is heavily weighted towards this pool. But businesses cannot afford to neglect prospecting activity. So, what techniques can businesses adopt to ensure that the search for new customers is both targeted and cost-efficient ?
David Jefferies, Marketing Director, Pitney Bowes
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| Highlights |
 Getting Off on the Right Foot: Avoiding Common Master Data Management False Starts
Companies wishing to start a master data management (MDM) project may be unsure where and how to begin. After all, MDM is a journey and success or failure at the first step either defines or dooms the further evolution of the project.
by Ravi Shankar, Director of Product Marketing
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| Author: By Tracey Carsten Roll, Ph.D., Industrial & Organizational Psychologist |
| Company: Experian |
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Doc Type:
Case Study
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| Pages: 3 |
Format: PDF |
Size: 18 kb |
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| Abstract: The case study discusses how information solutions provider, Experian utilized an online data collection and survey technology from Inquisite to engage employees in the feedback life-cycle process, which enables an organization to gain valuable feedback and hear the “voice” of both its employees and customers.
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| Topics:
Employee Relationship Management | |
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| Abstract: It takes a diverse group of agents, including work-at-home staff, to handle the wide range of services managed by the company’s five contact centers. Microsoft Excel alone could not do the trick. Facing increased pressure to manage these diverse groups more efficiently, the company turned to the IEX TotalView® Workforce Management system. |
| Topics:
Employee Relationship Management | |
| CRM Methology:
CRM Implementation | |
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| Abstract: Many of the supervisors in contact centers today do not possess the appropriate skills, nor have they had sufficient training on coaching techniques. We spend a lot of time and effort training our agents, so why aren’t we training our supervisors? |
| Topics:
Employee Relationship Management | Call Centers | |
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