How Generative AI Is Enhancing Customer Service and the Contact Center

Gen AI will fundamentally change how contact centers are operationally designed and managed.

The Tech Trend Shaping the Holiday Travel Experience

In this modern age of "fast and convenient" air travel, real-time information and assistance can make or break a passenger's experience.

Retailers Must Embrace Holiday Shopping’s Evolving Digital Landscape

Embracing change is not just advisable; it's essential to maintain relevance and ensure competitiveness.

How to Nurture Gen Z Into Effective Sales Leaders

The traditional sales strategies may not apply to Gen Z, but that doesn't mean you can't nurture and mold this young breed into innovative, successful sales leaders.

The Future of CX: How AI-driven Conversation Intelligence Is Revolutionizing CRM

Generative AI can gather and process vast amounts of unstructured data and efficiently turn that into easily understandable and actionable insights.

First-Party Data Is the Most Valuable Resource Organizations Have—If They Can Activate It

First-party data will be critical for finding new customers once third-party cookies aren't present by default.

3 Tried-and-True Strategies for Using Content in Sales Enablement

In-person sales and marketing efforts still need a digital pairing and content assets to support them.

4 Key Trends Sparking M&A Activity in the Contact Center Industry

Here is what's motivating contact center companies to look at mergers & acquisitions beyond the goal of scaling their businesses.

A Sales Secret: Don’t Wait to Talk—Really Listen

What makes a successful salesperson isn't the ability to talk but rather the ability to understand customers' needs.

3 Ways Generative AI Will Transform Sales Force Automation Platforms

Generative AI will revolutionize the sales force automation platform, enabling sales leaders to unleash new insights, engage customers in new ways, and take a new approach to deal strategy.

Technology Is Creating New Ways to Sell to Prospects. Here’s How.

Sales automation tools can be integrated into the sales funnel to make sales tasks quicker and easier, allowing salespeople to spend more time personalizing their interactions with buyers.

AI Is Ushering in a New Era of Customer Service: Autonomous Service

When AI is in charge of the initial customer engagement, handling routine tasks and resolving more requests, customer service agents are freed up to intervene in complex or emotional cases requiring a human touch.

The Value of Moving AI and Analytics to the Front Office

Various forms of AI and descriptive and predictive analytics have been used in the back office for decades, and we're now seeing them being brought into the front office to power personalization in customer engagement.

4 Ways to Show You’re Dedicated to Customer Happiness

Delight customers, drive business growth, and foster lasting loyalty by prioritizing appreciation, honesty, responsiveness, and ease of experience.

Sales Coaching for the Win: Rallying Your Reps to Optimize Performance and Drive Revenue

When sales leaders prioritize effective sales coaching—complete with cutting-edge technologies—they foster a culture that improves performance, increases productivity, and drives revenue results.

Customer Experience: Today’s Most Crucial KPI

If leadership decides to establish customer experience as a key performance indicator, the next question becomes: "How do you measure it?"

High-Growth U.S. Startups Are Missing a Big Revenue Driver: Localization

Use AI to Empower Agents, Not Replace Them

Don't add new channels and technologies without considering how it impacts your frontline agents.

How Technology Is Fueling a Change in Mindset About Workforce Management

By creating next-level employee experiences, contact centers are moving from micromanagement to agent empowerment.

What B2B Marketers Need to Know About Consumer Activists

Consumer activists aren't just consumers. They're business professionals too—and their personal values and beliefs are coming into play more and more when it comes to their B2B buying decisions.