Three Contact Center Resolutions for 2024

New year, new queue! Here's how to make 2024 better for customers and agents alike.

VR Training Is Replacing Traditional Sales and Customer Service Training

This new training paradigm benefits employees, customers, and the bottom line.

Sales AI vs. Traditional CRM

In the battle of ROI, which one wins?

Real-Time Guidance: Practical AI Tools for Contact Center Agents

The ability to analyze live conversations as they occur helps the customer and employee experience.

CRM Needs to Keep the Human Element

Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.

The 12 Major Risks of AI

Opportunities abound and optimism is warranted, but so is a degree of caution.

When It Comes to CX, HR Is MIA, and It’s Not Their Fault

Don't overlook what human resources can bring to the table.

How Does Employee Age Impact CRM Usage?

The generation gap rears its ugly head, but there's hope yet.

An Insider’s Guide to Navigating Customer Service

Some tips and tricks I've learned, both through personal and professional experience.

AI: The Brain of Future Contact Centers

Contact centers are highly complex, and they need lightning-fast decision makers.

AI Profoundly Influenced Our Awards This Year

Just about every CRM vendor or service provider highlighted in our awards section as done something with generative AI.

A Call for Boldness in Customer Service

Can you dare to be so good you make yourself obsolete?

Spatial Computing: The Power to Transform CRM

AR/VR is already making inroads with consumers, and CRM won't be far behind.

Where Should CX Leaders Spend Their Budgets in 2024?

Amid a decline in customer experience quality, leaders will need to demonstrate value.

Writing Checks for CRM, or Writing Invisible Checks

The cost of under-investment is hidden but painful nonetheless.

Workforce Management for the 21st Century: Helping Deliver a Great CX

With a big assist from AI, these solutions are delivering better experiences for customers and employees.

AI Is Generating All the Buzz

Seventy-three percent of U.S. marketing professionals have reported using generative AI tools as a part of their work today.

AI and Drive-Thrus Make a Bad Combo

AI-powered speech recognition is not up for this McChallenge.

CX Leaders Must Prepare for Exponential Efficiency

Paradigm shifts await customer experience organizations.

A New CX Focus Boosts CRM in Professional Services

Firms want to stand out on customer experience, and CRM (and AI) can help.