A different approach to CRM
In a special report, Bryn Standrin, contact centre business consultant to Pegasystems, explores the key challenges organisations face and how call centre technologies and processes can help them drive operational improvement and better the customer experience.

How to improve customer experience
Paul Weald from RXP and Tim Aston of iQeQ discuss ways of improving customer experience in your system projects.

The opportunities and challenges of 2010
Will Beresford, director of strategy of Beyond Analysis, looks at some of the hurdles and opportunities posed by the new decade.

Listening to your customers voice
Confirmit Senior Vice President of Marketing Gary Schwartz discusses the importance of listening to your customers voice and acting on what you hear.

Tune into Customer Strategy’s new online TV show dedicated to the customer services industry. The Boardroom features in depth interviews with some of the names and personalities helping shape the future of the customer services industry.