Agency Articles

End user experience metrics enrich contact center performance management

Lori Wizdo, VP, marketing, Knoa Software May 14, 2008

When the contact center is the main channel to the customer, it's imperative to look beyond basic measurement and leverage advanced analytics to optimize agent performance and improve customer service. Best practice organizations are formalizing their agent performance tactics into a comprehensive contact center performance management (CCPM) system.

Aegis acquires German search agency Rmsarcar.com

Ellen Keohane May 14, 2008

Aegis Group plc has acquired German search engine marketing agency Rmsarcar.com for an undisclosed amount. The marketing communications group made the announcement yesterday.

Chrysler executives not phoning it in with CRM

Lauren Bell May 14, 2008

Chrysler Corp. is integrating top executives into its CRM strategy with a new customer-calling program that kicks off next week. The "Customer First Call Campaign," spearheaded by Chrysler chairman and CEO Bob Nardelli, asks Chrysler's 300 top executives to make customer service calls to people who have purchased a Chrysler, Jeep or Dodge vehicle in the last 60 days.

Constant Contact sees 78% customer increase in Q1 2008

Dianna Dilworth May 13, 2008

Constant Contact reported total revenue of $18.2 million for the quarter that ended March 31, an increase of 87% compared to $9.7 million for the comparable period in 2007. The e-mail marketing firm would not comment on what this growth will mean for its future business.

Marketing luxury during tough times

Kevin McKeefery May 13, 2008

Sector experts say companies can still sell the good life, even though the economy is slowing down.

Quad/Graphics expands co-mailing capabilities

Chantal Todé May 12, 2008

Quad/Graphics is expanding its co-mailing capabilities with the introduction of new technology that allows multiple catalog titles, each with their own unique trim size and page count, to be bound together on a single, conventional saddle stitcher.

UK-based Greenlight releases Quant in US

Ellen Keohane May 12, 2008

UK-based search marketing agency Greenlight has released Quant, its pay-per-click advertising tool in the US. According to the agency, Quant uses predictive model algorithms to help marketers better forecast the success of their paid search campaigns.

Spotlight conversation: To affinity and beyond

Mary Elizabeth Hurn May 12, 2008

North American Media Group's Brandt champions her channel.

Jaguar selects Euro RSCG to revamp digital efforts

Cara Wood May 12, 2008

Luxury car manufacturer Jaguar has awarded its global digital business to Euro RSCG Worldwide. The resulting efforts will be an integrated brand strategy that includes all online advertising and CRM responsibilities, as well as building and maintaining jaguar.com.

DMNews talks with Todd Wheeler, president/CEO of Concierge Colorado and Hospital Concierge of America

May 12, 2008

Todd Wheeler, president and CEO of Concierge Colorado and Hospital Concierge of America, knew his contact-tracking system needed an overhaul, and found a solution in InfoStreet StreetSmart.

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