CRM: System of Record or System of Engagement?
A survey reveals that how CRM is used can have a meaningful impact on sales.
How Artificial Intelligence Is Transforming CX
Contact center systems were long overdue for a major refresh. AI is obliging.
The Case for Technology-Enabled Sales Coaching
The edge it provides is quite tangible.
Aligning People, Process, and Technology: The Key to a Successful Contact Center
This bit of wisdom never goes out of style, no matter how advanced our tools become.
The Genesis of AI for Sales Suites
Sales organizations are looking to artificial intelligence to tackle an array of challenges.
Contact Centers: The Next Big Thing
Yes, really. But why are software vendors jumping on the contact center train?
Evolving CRM from the Enterprise to the Extraprise
The goal: creating a community in which everyone contributes to their collective success.
The Contact Center’s AI Revolution
AI technology is driving a rapid pace of innovation and change in the service sector.
Sales Enablement: It’s Time to Get Back to Basics
Sales success plummets when sales enablement efforts falter.
The Contact Center Agent Hiring Gap
The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office
The Ethics Dilemma of AI for Sales
Artificial intelligence is an important CRM tool, but beware of biases and privacy issues.
The Contact Center WFO Market Is Transforming
The story of this market is explained not by the pandemic but by digital transformation and the migration of contact center solutions to the cloud, both of which were accelerated by COVID-19.
Social CRM: Your Voice for Sharing Subject Matter Expertise
Potential buyers are turning to lots of influencers. You need to make them advocates for you.
Contact Centers’ Road Map to Success in the New Normal
The pandemic helped companies discover unforeseen and valuable possibilities
Digital Sales Transformation: How Done Is Done?
COVID changed everything, but the change isn't over yet.
Contact Centers’ Digital Transformation Has Only Begun
The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.
CRM at the Top of the Sales Funnel
Companies have big targets; so how do they hit them?
Is It Knowledge Management’s Time?
Institutional knowledge at your fingertips is a big plus right now.
Customer Experience in the Post-Pandemic World
It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.
CRM Is Your Change Agent
With AI and machine learning in the mix, your system can adapt to the speed of change