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
Is Your Business Tapping into All Available Data Sources?
Acquisition, automation, and augmentation can help overcome data management challenges
5 Customer Service Trends That Point to a Promising Future
Leaders finally realize what's best for customers is what's best for the company
A Simple Way to Set Your 2020 CRM Enhancement Priorities
With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?
The Hybrid Contact Center Workforce of 2030
Make way for the ‘interaction center,' staffed with humans, IVAs, and robots
Early Adopters of AI for Sales See Tangible Results
Vendors are investing heavily in AI, and early returns suggest it's paying off already