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ICMI Contact Center Expo 2018: Your Agents’ Age Group Can Tell You a Lot

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement. (Featured on SmartCustomerService.com.)

24 May 2018
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SendinBlue Sends the Right Message with Dataiku

Machine learning helps guarantee that millions of messages are delivered daily

Phillip Britt // 01 May 2018

Rack Room Shoes Steps Up Its Customer Engagement with Salesforce.com

Thanks to the Marketing Cloud, the shoe retailer sees its email and text campaigns hit their stride

Sam Del Rowe // 01 May 2018

With Sprout Social’s Bambu, West Monroe Watches Web Traffic Grow

Using the Bambu platform, the business and technology consultancy turned to its employees to increase website traffic via social media

Sam Del Rowe // 01 Mar 2018

SpotHero Settles in with UJET

UJET has helped the parking platform provider cut telephony costs in half

Leonard Klie // 01 Mar 2018
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Last Call

Our beloved Pint of View columnist toasts the end of an era.

Marshall Lager // 01 May 2018

3 Ways to Put the Human Element into Customer Experience

Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.

Bruce Temkin // 01 May 2018

Cloud Contact Center Solutions Continue Upward Trajectory

There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

Donna Fluss // 01 May 2018

Does AI's ROI Mean Humans Are SOL?

OMG, no! They need each other to do their best work

Garrison Wynn // 01 May 2018
CRM Insight
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Reports & Research

Taking Action with Net Promoter Score (NPS) in Salesforce

Sponsored By: GetFeedback

09 May 2018

6 tips for building a thriving help center

Sponsored By: Zendesk

30 Apr 2018

Improving the Customer Experience in a Smartphone-Centric World

Sponsored By: UJET, Inc.

17 Apr 2018