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  • Providers make final push before ICD-10 deadline

    Internal testing, employee education and training are three of the most important actions providers should take ahead of the ICD-10 deadline. Continue Reading

  • The Multichannel mandate: Ready, set, automate

    The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series helps organizations navigate knotty technology issues that must be traversed to be truly multichannel. The first chapter explores contact-center automation -- and how to deploy it effectively. The second chapter reveals the critical ingredients in a successful multichannel business strategy. And the third chapter looks at organizations applying these strategies to not only improve customer relationships, but also increase their revenue. Continue Reading

  • Communication skills a must for business intelligence professionals

    Today's enterprises want business intelligence managers and staffers with good communication skills and a solid understanding of the business, advises careers expert Matt Mueller. Continue Reading

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  • Should I use Rackspace Fanatical Support?

    For organizations lacking in-house cloud expertise, managed cloud services like Rackspace Fanatical Support could be a way to fill that gap. Continue Reading

  • Cloud transition echoes client-server technology shift

    Looking back at the shift to client-server technology offers insight into recent activity among large systems integrators and small born-in-the-cloud consulting firms. Continue Reading

  • Put automation technology to effective use in the contact center

    Customers get frustrated when they're forced to repeat information to contact center agents or are sent to the wrong department. And that's not just on the phone anymore. Customers use any number of communication channels to reach out to companies -- whether it's by smartphone, text, chat or social media. Automation technology helps organizations tie it all together -- and get a jump on customer service problems. Plus, the technology can help improve the quality and speed of service and shape the efficient, scalable contact center that today's multichannel environment demands.

    In this e-book chapter, CRM expert Scott Sachs explores the various automation technologies organizations need for a cost-effective contact center. First, he outlines the nuts-and-bolts technology needed for a solid contact center infrastructure that can respond to shifting business demands. Next, he looks at staffing and training tools that help effectively manage a crack team. SearchCRM editors round out the chapter with stories on self-service and knowledge base software. Continue Reading

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