Seeing the Realities of Augmented Reality
The technology is fast approaching, but marketers need to get up to speed before diving in
The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers
Sales Lead Scoring Is a Winning Formula
The right sales leads can be golden, and automation is the key to finding them
The Shifting Costs of Customer Contacts
The interactions that require agent input tend to be more difficult, resulting in longer interactions that cost more
Chat Is Not Replacing the Voice Channel for Customer Service
Is it a must-have for contact centers? Yes. But it remains a complement to voice.
The Tipping Point
Customer Service Remains a Conundrum for Too Many Companies
For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.
Robots Are in Your Contact Center’s Future
Robotics, in tandem with desktop analytics, will drive productivity improvements.
5 Ways to Demonstrate Purposeful Leadership
When leaders have a clear set of values, everyone else feels confident and empowered.
B2B Trails B2C in E-Commerce Effectiveness
B2B companies need to evolve their go-to-market strategies by adopting proven B2C principles
Improve Contact Center Operations to Keep Customers
Research finds the greatest opportunities to stand out with customer service are with live agents
Required Reading: Evolving The Nordstrom Way to Customer Experience Excellence
Trust and the ability to quickly adjust to industry changes have enabled the company's ongoing success
Sales Success Needs More of a CRM Focus
Salespeople frequently miss targets, which could require a CRM reset
Baker Labs Doubles Leads for Its Healthcare Clients with CallRail
The marketing agency helps medical firms gain more potential customers with call tracking and recording software
Conga Aids Utah’s Economy
The Utah Governor's Office of Economic Development is using Conga Contracts to award business grants and incentives
Predator Nutrition Bulks Up Its Loyalty Program with Zinrelo
The sports nutrition retailer leverages Zinrelo's "360-degree" approach to customer interaction
The Next Step
Are You Prepared to Parent Your New Young Hires?
Younger workers need to learn how to handle customers—and how to handle themselves