Employee Satisfaction Is Worthless
The key to motivating today's workforce? It's not making sure they're satisfied.
I’m Ready to Move On, And So Are Your Customers
Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.
Voice + AI Represents the Next Chapter in CRM’s Evolution
As voice technologies become ubiquitous, customer interactions will never be the same
3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19
Now is the time to harness all the tools of customer engagement
Why Can’t We Just Put Customers First and All Get Along?
Disharmony can impact customers, employees, and the bottom line
What Post-Pandemic Contact Centers Will Look Like
Will agents return to the office or remain remote? The answer is, likely, yes to both
How Can We Listen to Customers When No One Is Talking?
Response rates are down, but don't throw in the towel!
AI Will Change the Service Game, Eventually
In times of unprecedented uncertainty, one thing seems clear: artificial intelligence will drive the next business revolution
How to Avoid Dark Patterns that Frustrate and Anger Your Customers
At a time when trust is so critical, interface designs that mislead or trick customers are worst practices
Leveraging CRM in the Face of COVID-19
With seismic changes in the way business is done, CRM and related platforms can help companies and the people they serve
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
Empathy Has Its Limits, and It’s Also More Critical Than Ever
Accept that we're all human and let that be your guide, in personal and business contexts
Technology Can Help Us Through the Tough Times
COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home
With Direct Mail, the Same Marketing Rules Apply
When done right, direct mail marketing can lead to good or very good returns. When done poorly, it can have damaging consequences.
Is Your Business Tapping into All Available Data Sources?
Acquisition, automation, and augmentation can help overcome data management challenges
When Designing Customer Engagement Programs, Remember: Style Matters
Interfaces should be simple and intuitive, but also visually appealing
For Salespeople, It’s All About the Interface
Tools that are both useful and intuitive will improve customer relationships as well
To Succeed in Customer Service, Forget the Rule Your Parents Taught You
Why is my preference assumed to be your preference?
Video and LinkedIn: A Match Made In Business Heaven
Here's some advice from a not-quite video pro
Here’s One of the Best Ways to Make Your Customers Happy
Make your agents happy first—and outsourcers demonstrate innovative ways to do that