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Reality Check

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

Post-COVID-19, Contact Centers Should Reinvent Themselves

The pandemic has sped up changes that were overdue

Debug the Sales Process Now

Analytics can bring some clarity in a period of massive uncertainty

Why Can’t We Just Put Customers First and All Get Along?

Disharmony can impact customers, employees, and the bottom line

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

During COVID-19, agents will experience plenty of secondhand trauma. Here's how to keep agents healthy during stressful times