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What's Really CRM!
Editorial
Maximize the Value of Your Email Channel
There are basic steps you can take to ensure that your customers know when their questions will be answered.


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Highlights
Four Ways Social Media Impacts CRM

Social media offers four of game-changing extensions to existing CRM capabilities for the creation of truly unified customer experiences.
by Joe Stanhope
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What's New?

Genesys Telecommunications Laboratories, an Alcatel-Lucent company, released new UK research today that highlights a disconnect between the metrics monitored in the contact centre and the information required by the business at large.

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