Opening Up About Contact Center Design
Companies must create contact center layouts that will work for them and their customers
Digital Transformation Needs to Happen Now
The clock is ticking for companies that have been unwilling to embrace change
Optimizing Email for Better Sales Closes
Email success requires companies to challenge the marketing and sales status quo
Yet One More Case for Customer-Centricity
Open design can improve collaboration and communication, but businesses should make sure it won't impact customer relationships
Bots Are Here to (Self-) Serve You
Thanks to machine learning and AI, bots today can usually give customers what they want.
The Tipping Point
Personalized Customer Service Means Recognizing Low-Key and Diva Moments
Journey maps can help companies understand—and adapt to—context.
A Customer-Engaged Company Has Empathy in Its DNA
It has to be both baked into your company's culture and present in your people.
Make Your Customer Engagement a Closed Loop
Choose channels, gather data, create profiles, analyze, deliver right message at right time. Repeat.
Small Biz Buzz
What SMBs Want from Vendors
Technology executives share what their small-business customers are asking of them.
Blockchain Technology Fosters Its Own Concerns
The financial transaction security technology leaves many companies worried
Community Managers Must Speak the Language of Business
To gain financial support, online community managers constantly need to prove value
Companies Are Content with Content Marketing
Revenue growth is being driven by efforts to engage with increasingly hard-to-reach audiences
Companies Need a Presence on Channels They Don’t Own
Consumers begin in non-company-owned channels and end up in company-owned ones to resolve service issues
Required Reading: The Psychology Behind E-Commerce Website Optimization
Companies must approach their web pages the way they would their sales conversations
Artifi Makes Personalization Profitable
Wristband Resources uses Artifi to drive a double-digit conversion increase
Central Restaurant Products Links Revenue to Its Source with DialogTech
A food service equipment provider attracts new customers, and lifts conversion rates, using call analytics software
Vega’s Instagram Efforts Bear Fruit with Conversocial
The provider of plant-based food products turned to Conversocial for help engaging customers on the social media channel