CRM in Customer Service, Call Centers, and Contact Centers

Saved by Zero (Contact Resolution)

Automation is taking away the need for agents to get involved in many interactions

Phillip Britt // 26 Mar 2020

Where in the World Are Outsourcers Going?

Onshore and nearshore locations see the most contact center growth

Phillip Britt // 27 Feb 2020

Personas Become Key to Successful Marketing

Customer profiles can help reach buyers with precision, but it takes effort

Paul Korzeniowski // 27 Feb 2020

2020: The 5G Revolution Begins

Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.

Leonard Klie // 10 Jan 2020

Widespread Social Distancing Puts Remote Work in the Spotlight

Companies have little choice but to institute work-from-home policies in the current crisis. But as the benefits become clear, many firms might choose to stay remote as the rest of the world returns to the office.

Tim Beeson // 06 Apr 2020

Make the Contact Center Your Powerhouse During Uncertain Times

To deliver the best CX during an unprecedented crisis, organizations must leverage technology in the contact center to personalize and optimize every step of the customer journey.

Jeff Gallino // 01 Apr 2020

For Contact Centers Confronting the COVID-19 Crisis, Conversational Service Can Provide Relief

Organizations need to balance processing call volume quickly with committing to care for their customers, which means assuaging their fears, understanding their concerns, and ensuring they get the best experience in this difficult time.

Umesh Sachdev // 25 Mar 2020

Happier Together: 4 Steps for Merging the Customer and Employee Journeys

Despite the growing attention to customer experience, one component is still commonly overlooked: the employees responsible for delivering it. Zippering customer and employee experiences together creates an all-around stronger and more integrated business model.

Brooke Niemiec // 11 Mar 2020