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Viewpoints

Lowering average handling time in the contact center could save millions of dollars per year. (Featured on SmartCustomerService.com.)

Viewpoints, Posted 01 Dec 2016

Secrets to Big Success with a Small Customer Service Team

Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees. (Featured on SmartCustomerService.com.)

Viewpoints, Posted 01 Dec 2016

Cash: The Ultimate Answer to Your Customer Service Conundrum

Building the right type of customer service will take an infusion of capital, and here is some advice on where to go for it. (Featured on SmartCustomerService.com.)

Viewpoints, Posted 01 Dec 2016

To Bot or Not to Bot; That Is No Longer the Question

Today, when contemplating your intelligent assistance strategy, the real question isn't whether to do it or not, but how to do it. (Featured on SmartCustomerService.com.)

Viewpoints, Posted 01 Dec 2016

Customer Experience Takes the IT Department by Storm

When it comes to a contact center as a service solution, companies should be wary of any tech provider or consultant that tries to sell an in-a-box solution that tries to be all things to all companies. (Featured on SmartCustomerService.com.)

Viewpoints, Posted 01 Dec 2016

4 Ways Sales Contact Centers Should Be Using Data

Effectively making use of first- and third-party customer data can enhance a user's brand experience and develop a purchasing process that meets or exceeds expectations.

Viewpoints, Posted 29 Nov 2016

The New CRM: More Vertical, More Data-Driven

The next generation of CRM will be for the real estate broker finding a home for a newlywed couple, the architect managing projects and client referrals, or the pharmaceutical rep connecting a healthcare provider with a groundbreaking drug.

Viewpoints, Posted 23 Nov 2016

What Brexit and the Election Can Teach Today’s Marketers

Pollsters missed the mark this year. Here's how marketers can avoid misreading their audience.

Viewpoints, Posted 21 Nov 2016

Propensity Modeling: How to Predict Your Customer’s Next Move

Knowing what, when, and why your customers are going to buy may seem impossible—unless you use propensity modeling, and use it correctly.

Viewpoints, Posted 10 Nov 2016

B2B Firms Must Embrace CRM-Based E-Commerce

B2B companies are spending big money on digital commerce implementations, but they're not reaping the anticipated benefits.

Viewpoints, Posted 10 Nov 2016

Product Data Drives the Omnichannel Consumer Experience

Accurate product data lays the foundation for a positive omnichannel customer experience.

Viewpoints, Posted 08 Nov 2016

7 Tips for Creating an Irresistible Call to Action

It's great when people read your emails. It's even better when they click your links.

Viewpoints, Posted 03 Nov 2016

Forever Dependent: The Human, Technology, and Support Love Triangle

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far. (Featured on SmartCustomerService.com.)