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Insight

Required Reading: Modern Marketing Needs Agility

A new, better approach takes its cues from software development

Pandemic Highlights Need for Intelligent Routing

Better routing will decrease call waiting and handling times as consumer patience wanes

Contact Center Fraud Sees a COVID-Induced Spike

Forrester report warns against a growing use of IVRs to commit fraud

Dynamic Customer Engagement Is a Business Imperative

Companies increase metrics with proactive customer service outreach

How to Choose the Right CRM

When selecting CRM systems, companies need to consider their industry, vertical, and size

Four Keys to Unified Customer Service Governance

Customer service assets function better when they're centrally managed

The Top Five Customer Service Technologies

Analytics and automation are needed to survive the pandemic, Gartner finds

Required Reading: Marketing Without the Filters

How to regain trust, credibility, and customers in the digital world

Good Customer Service Is Only Half of the Loyalty Equation

Gartner suggests building customer advocacy and wallet share as well

Three Keys to Customer Obsession

Reliability, service, and advocacy keep customers coming back, Forrester finds

Surveys Find Shift to Virtual Events a Modest Success

Online conferences fail to deliver desired networking opportunities, IDC finds

Trust Is Key to Creating a Customer Bond

Deloitte highlights the need for companies to connect with consumers on a human level

Required Reading: AI Has Complete Power Over the Customer Experience

Artificial intelligence and the data fed into it will be the key to good customer service

Better Service Requires an Omnichannel Contact Center

A CCW Digital survey highlights the need for companies to offer more outreach channels

CCPA Enforcement Set to Begin

California's data rule went into effect in January, but wasn't being enforced until now

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events

Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.

Social Media Is No Longer an Imperative

Forrester says it's OK for companies to break up with social media

The Pandemic Can’t Subvert Customer-Centricity

Customers need to remain at the heart of contact center interactions, CCW advocates

CMOs Not Optimistic in Post-COVID Era

West Monroe survey shows marketing leaders fear longer recovery