Contact Center Management Is Both an Art and a Science
A lot of skill is required, but even the most talented manager has to rely on data
To Get the Most from Your CRM, Pair It with Process
Strong CRM adoption is good, but not enough; you also need a formal, dynamic sales process
WFO Solutions Must Be Rebuilt From the Ground Up
A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity.
3 Things to Keep in Mind as AI Comes to Sales
Technical innovations are one thing, but companies need to consider AI's effect on their people
Dynamic Sales Coaching Can Help Your Players (Sales Reps) Win
Leaving your coaching to an informal process at the discretion of managers will lead to blown deals
Chat Is Not Replacing the Voice Channel for Customer Service
Is it a must-have for contact centers? Yes. But it remains a complement to voice.
Bots Are Here to (Self-) Serve You
Thanks to machine learning and AI, bots today can usually give customers what they want.
Salespeople Face an Uphill Battle, and AI Is Ready to Help
Sales enablement divisions are gaining valuable technology partners.
These 8 Technologies Are Transforming the Contact Center
The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.
The Next Big Thing in CRM—E-Commerce
Analytics and machine learning are changing the way we think about e-commerce and CRM systems
Sales Is Like an Orchestra. Sales Enablement Is the Maestro
Multiple departments working at cross-purposes can sound a discordant note
Will Customer Journey Analytics Be the Next CRM?
CJA looks to capture the kind of customer knowledge—spanning channels and touch points—enterprises have long sought
Meet the New Ideal Customer Service Rep
Empathy in an agent is great, but so is a take-charge attitude.
CRM Might Require an Internal Sale—to Salespeople
Increasing adoption is a challenge, but demonstrating value can win reps over
Mobile and Government CRM Will Loom Large Long Term
This New Year, let's look past 2017
Your CRM Framework Probably Needs to Grow
A survey of executives reveals the top sales tools
Forget Annual Reviews: Use QA to Appraise Agents
Contact center staff can get timely feedback—and will stay more engaged
Is Government CRM’s Next Big Market?
Lawmakers need help understanding and communicating with their customers (i.e., constituents)
When, If Ever, Will Social Selling Really Sizzle?
The potential is there, but sales reps need more than just technology
Great Customer Service Isn’t an Accident
To bring about outstanding service experiences, your employees have to actually be put in a position to deliver them