AI: The Brain of Future Contact Centers
Contact centers are highly complex, and they need lightning-fast decision makers.
Writing Checks for CRM, or Writing Invisible Checks
The cost of under-investment is hidden but painful nonetheless.
Which Department Should Handle Digital Interactions?
Companies are still, surprisingly, trying to work this out.
Moving From CRM to VCRM
Sales organizations can't afford to overlook industry-specific solutions.
Why Does Customer Service Keep Getting Worse?
Execs talk a good game about the value of great CX, but reality doesn't measure up.
The CRM ‘Red Zone’ Challenge
Instead of focusing on more opportunities going into the funnel, emphasize contracts coming out of it.
5 Applications to Boost Contact Center Performance in a Tough Economy
These innovations are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives.
2023 Is Not the Time to Underinvest in Sales Enablement
Cutting your way to revenue success in a down economy doesn't work.
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.