Twitter for CRM

Integrating customer relationship management (CRM) with Twitter will be increasingly important to help businesses improve profitability during the economic slowdown, ComputerWeekly reports.

Salesforce.com is the first to offer integration with social networking Web sites; however, according to independent market analyst firm Datamonitor, other CRM suppliers are likely to closely follow the company and begin addressing demands for social networking in the near future.

Analyst Datamonitor says Twitter allows companies to make information more readily available.

About 1 000 more jobs are available for potential call centre agents as American company Convergys opened its third site in Cebu City, reports Inquirer.

“Cebu, along with Convergys' 11 contact centre facilities in the Philippines, continues to be a place where individuals can start a career in the BPO industry,” says CIO, Jim Goetz.

Goetz cited availability of a workforce, good infrastructure, competition in the area and operating cost as the primary selection factors in choosing Cebu as the site of the newest contact centre.

Tesco has adopted on-demand CRM technology to improve customer service for people buying electrical items from the retails giant's stores or Web site, according to Silicon.com.

Working with hosted CRM software specialist RightNow, Tesco has rolled the technology out to a handful of its call centre staff in the tech support of its electronics division, Tesco Digital.

The system allows customer services staff to manage and log customer interactions via the phone, e-mail, and chat to help improve understanding around the reasons why people contact the business.