Coronavirus Shows the Value of CRM

It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.

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.

Why Can’t We Just Put Customers First and All Get Along?

Disharmony can impact customers, employees, and the bottom line

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

Employee Satisfaction Is Worthless

The key to motivating today's workforce? It's not making sure they're satisfied.

What Post-Pandemic Contact Centers Will Look Like

Will agents return to the office or remain remote? The answer is, likely, yes to both

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

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

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

AI Will Change the Service Game, Eventually

In times of unprecedented uncertainty, one thing seems clear: artificial intelligence will drive the next business revolution

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

To Succeed in Customer Service, Forget the Rule Your Parents Taught You

Why is my preference assumed to be your preference?

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

5 Customer Service Trends That Point to a Promising Future

Leaders finally realize what's best for customers is what's best for the company

Onshoring and Offshoring Aren’t the Only Options

Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

The WFO Market Continues to Beat All Odds

Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story

Being Insensitive to Customers Is an Odd Business Plan

Some of the travel industry's offers seem suspiciously like extortion