Saved by Zero (Contact Resolution)
Automation is taking away the need for agents to get involved in many interactions
7 Steps to Heat Up Cold Calling
Cold calling has become more challenging as technology has evolved, but it still offers a prime opportunity to land a new deal
Get Back to Basics with Direct Mail
Companies still find value in letting the post office deliver their customer messaging
With Direct Mail, the Same Marketing Rules Apply
When done right, direct mail marketing can lead to good or very good returns. When done poorly, it can have damaging consequences.
Is Your Business Tapping into All Available Data Sources?
Acquisition, automation, and augmentation can help overcome data management challenges
When Designing Customer Engagement Programs, Remember: Style Matters
Interfaces should be simple and intuitive, but also visually appealing
The Last Line
To Succeed in Customer Service, Forget the Rule Your Parents Taught You
Why is my preference assumed to be your preference?
For Salespeople, It’s All About the Interface
Tools that are both useful and intuitive will improve customer relationships as well
Small Biz Buzz
Video and LinkedIn: A Match Made In Business Heaven
Here's some advice from a not-quite video pro
Aggressive Negotiations Are Still Key to Sales Success
Sales leaders who dictate the terms of deals have a better chance of closing them
Browsers Respond to Consumer Distaste for Cookies
Google is following Apple's and Mozilla's moves to block third-party cookies, but what are the alternatives?
Consumers Fear Facial Recognition
A GetApp survey finds consumers wary of firms capturing such personal data
Required Reading: How a Lack of Innovation Can Lead to Nincompoopery
Don't drive your customers crazy--here's what to do about it.
Sales Analytics Show Strong ROI, Gartner Finds
Coaching and skills development uses deliver the largest benefit
Top Companies Consider Values, Not Just Value
Consumers prefer doing business with firms with a conscience, Accenture finds
Greyhound Rides High with SurveyMonkey
Survey tools lead the bus carrier to better responses to customer feedback
Nosto Helps Industry West Furnish Shoppers with Personalization
The home decor retailer's website is optimized with AI to improve conversions