Stepping into their shoes and enlisting them in your efforts are just two of the ways to build a bridge to the people who make your business possible.
These innocuous-sounding words, uttered by countless reps, can point toward poor sales techniques and bad habits.
Across the globe, channel partners hold an estimated $1.5 trillion worth of unsold products at any given time. Getting timely, decision-grade channel data—including a clearer view of end customers—can uncover new ways to boost product sales, translating into millions of dollars in additional revenue.
Advanced customer experience technologies can significantly upgrade customer experiences, leading to increased revenue and loyalty; more importantly, failing to keep up means missing the opportunity to not only better serve your customer, but save money in the bargain.
New technologies often translate into new cybersecurity threats, and IoT-enabled technologies represent obvious targets.
As AI continues to develop, contact centers and the agents who work there will need to change. (Featured on SmartCustomerService.com.)
Companies that will succeed on Facebook Messenger will figure out how to make it a useful, personalized experience. (Featured on SmartCustomerService.com.)
Chatbots are the future of customer interaction, and they are already here. (Featured on SmartCustomerService.com.)
If you think it's not about the customer, go back and read the title of this article again. (Featured on SmartCustomerService.com.)
IVAs, RPA, and biometrics form an alphabet soup that can really save contact centers time and effort. (Featured on SmartCustomerService.com.)
With insurance calls expected to rise, companies can improve experiences with digital call center technologies like visual IVR. (Featured on SmartCustomerService.com.)
Living by the Net Promoter Score alone could be killing your customer retention. (Featured on SmartCustomerService.com.)
B2B companies can adopt digital technologies to generate emotional connections with customers, just like B2C companies do. (Featured on SmartCustomerService.com.)
Sometimes the only interaction a customer has with a company is through customer service, so your company should make it a priority to keep the momentum from Customer Service Week going all year. (Featured on SmartCustomerService.com.)
Today, companies have to stand out by providing the best possible customer journey and have been investing significantly in customer success teams and platforms. How will bots figure into the effort?
What is the right way to track CX? The best solution(s) will strike a balance between simplicity and usefulness.
Integration is the name of the game, and that goes for your technology and your personnel.
Personalization without identification is just spam. Here's how to unlock rich demographic, psychographic, and behavioral identity profiles that enable true personalization.
Bigger isn't always better: Data and personnel at big companies can often be working at cross-purposes. The solution: finding smart ways to make data actionable and people accountable.
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