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Featured Articles
1. Can Data in the Cloud Actually Be Secure?
  
  Explore Slashdot Apr 3 2013 Cloud Contact Center , Cloud CRM
  
  There are two major problems with the oft-asked question, “Is it possible to actually secure your data once it’s in the cloud?” Those problems are the words, “secure” and “cloud”—both of which are subject to widely varying notions of what they mean. In many conversations, “secure” means merely “no unauthorized access.” That’s not really useful, if it’s the only thing that’s promised. “Cloud” has the opposite problem of being often defined too broadly: the label is commonly slapped on any externa
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2. SEC Approves Social Media for Information Dissemination
  
  Explore socialmediatoday.com Apr 3 2013 Social Media
  
  This week has seen new regulatory changes that affect how information pertinent to security values may be shared in the social media channel. It's very important for social media managers and advisers who work within the industry to understand the reach and impact relevant to dissemination of financial information.
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3. LiveOps Reveals New Agent Desktop Inspired by Consumer Applications
  
  Explore Virtual Jan 28 2013 Cloud Contact Center , Cloud CRM , Customer Experience Management , Social CRM , Social Media , Workforce Management
  
  LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced the availability of LiveOps® Engage™, the industry's first single, integrated, multichannel desktop, built with both the agent and the customer in mind.
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  Mentions: LiveOps
4. Piecing Together Multichannel Support
  
  Explore destinationCRM.com Dec 1 2012 Cloud Contact Center , Customer Experience Management , Social CRM , Social Media , Gamification
  
  Cross-channel support starts with connecting the right channels.
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Recent Articles
1. Six social-media skills every leader needs - McKinsey Quarterly - Strategy - Innovation
  
  Explore Articles by McKinsey Quarterly Apr 3 2013 Social Media
  
  have been untouched by the emerging social-media revolution—one that is not even a decade old. Many organizations have been responding to that new reality, realizing the power and the potential of this technology for corporate life: wikis enable more efficient virtual collaboration in cross-functional projects; internal blogs, discussion boards, and YouTube channels encourage global conversations and knowledge sharing; sophisticated viral media campaigns engage customers and create brand loyalty
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2. Mitel Announces Cloud-Based Contact Center Solution for Small and Mid-Size
  
  Explore Telecom Reseller Apr 3 2013 Cloud Contact Center , Cloud CRM
  
  The latest addition to the company's comprehensive suite of cloud-based products, Mitel's Cloud Contact Center solution is ideally suited to small and mid-sized businesses looking to take advantage of predictable operating costs, avoid capital expenditures
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3. Corporate Social Media Law: An Attorney's Insight
  
  Explore Inbound Marketing Agency Apr 3 2013 Social Media
  
  It’s no surprise that social media has made its way to the business world. As organizations and professionals alike become increasingly active—blending personal and professional personas, time, and commentary—there are many areas for corporate leaders to consider in regard to social media legalities. Intellectual property, copyright and libel issues, HR considerations and ownership rights, just to name a few. As a consultant who guides clients on their social media policies and procedures, the b
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4. News : Crisis Hotlines Turning to Text to Reach Teens
  
  Explore CRM, Contact Center, Call Center Apr 3 2013 Cloud Contact Center , Social Media
  
  NEW YORK, Apr 1, 2013 -- They stream in from teens around the United States, cries for help often sent in by text message. "I feel like committing suicide," one text read. "What's the suicide hotline number?" Another asked: "How do you tell a friend they need to go to rehab?" DoSomething.org, an organization that encourages activism among young adults, gets plenty of text messages asking for help, but it isn't a hotline. So the nonprofit's CEO, Nancy Lublin, is leading an effort to establish an
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5. Constellation Research CEO Ray Wang on Building an Effective Customer Interaction Strategy
  
  Explore mindtouch.com Apr 3 2013 Customer Experience Management , Social CRM , Gamification
  
  These are a few of the many key phrases that continually crop up in conversations about customer engagement and they’re clearly very important. Trouble is, they define the why these concepts are necessary but fall short tackling the question of how to make it happen. Ray Wang, CEO of Constellation Research, Inc, has some answers. Wang acknowledges that the signal-to-noise ratio is pretty high when it comes to engagement. He says that to be effective, companies need use multiple channels to ident
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