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

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Four Reasons for Combining CX and EX

Customer and employee experiences are intertwined, and the programs for each should be too.

Is Near-Real-Time Machine Translation Nearly Here?

Believe it or not, we might yet overcome the fall of the Tower of Babel.

Do You Have Contact Center Stars? Advertise Them

Having high-performing agents should be a selling point for your business.

The Employee Exodus (and How to Stop It)

This isn't just about COVID or the fickle desires of the next generation; it's about the future of work itself.

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

No More Excuses: Be Mobile or Be Disrupted

One thing we've learned during the pandemic: Having a mobile presence has become imperative for business survival.

Our CRM Industry Awards Turn 20 Amid a World of Change

It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.

Chatbots Can Turbo-Charge Your CRM

Automated conversations can augment human ones at critical junctures.

Great Customer Experiences Don’t Require Disney World Delight

Businesses should set their sights at a lower, more important target.

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.

Invisible Culture: Sustaining Great CX in Our Remote Work Times

An organization's norms and values must permeate the workforce, now more than ever.

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

The Transformational Value of Interaction Analytics

With so much in flux, IA can alert executives about the state of their customers and employees

STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

The Latest CRM Innovations Prove That Words Truly Matter

Systems today allow customers to speak conversationally while natural language technology understands and processes their words.

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

Contact Centers’ Road Map to Success in the New Normal

The pandemic helped companies discover unforeseen and valuable possibilities

Why Customer Service Is Getting Weird, and What You Can Do About It

Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.