IVAs: The First Responders for Customer Service
Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines
To Thrive During COVID-19 Recovery, Shore Up Your CRM Foundation
Three process pillars must be in place to steady your system
Companies Have Built Up CX Equity. Here’s How They Should Use It
A reservoir of goodwill will be critical to bringing back customers once the crisis passes
Big Changes, a New Format, but Similar Results
This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.
Stop Trying to Make Us All Productive
Instead of hyper-focusing on productivity, companies must also consider their workers' well-being
Post-COVID-19, Contact Centers Should Reinvent Themselves
The pandemic has sped up changes that were overdue
With Big Data, Big Isn’t Necessarily Better
The specific kinds of data matter—the kinds that generate insights
As Agents Already Know, Emotional Work Is Real Work
Compassion fatigue can be a big issue in contact centers
Automation Is the Future of CX
Why every enterprise will design for self-driving, self-learning, and self-healing sentience
How to Price Right the First Time—and Deliver Value to Customers
Get the margins you require while building strong customer relationships
Debug the Sales Process Now
Analytics can bring some clarity in a period of massive uncertainty
Coronavirus Shows the Value of CRM
It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.
Employee Satisfaction Is Worthless
The key to motivating today's workforce? It's not making sure they're satisfied.
I’m Ready to Move On, And So Are Your Customers
Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.
Voice + AI Represents the Next Chapter in CRM’s Evolution
As voice technologies become ubiquitous, customer interactions will never be the same
3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19
Now is the time to harness all the tools of customer engagement
Why Can’t We Just Put Customers First and All Get Along?
Disharmony can impact customers, employees, and the bottom line
What Post-Pandemic Contact Centers Will Look Like
Will agents return to the office or remain remote? The answer is, likely, yes to both
How Can We Listen to Customers When No One Is Talking?
Response rates are down, but don't throw in the towel!
AI Will Change the Service Game, Eventually
In times of unprecedented uncertainty, one thing seems clear: artificial intelligence will drive the next business revolution