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Columns/Departments

The Contact Center Agent Hiring Gap

The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office

No More Excuses: Be Mobile or Be Disrupted

One thing we've learned during the pandemic: Having a mobile presence has become imperative for business survival.

Do You Have Contact Center Stars? Advertise Them

Having high-performing agents should be a selling point for your business.

The Employee Exodus (and How to Stop It)

This isn't just about COVID or the fickle desires of the next generation; it's about the future of work itself.

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

The Ethics Dilemma of AI for Sales

Artificial intelligence is an important CRM tool, but beware of biases and privacy issues.

Our CRM Industry Awards Turn 20 Amid a World of Change

It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.

Great Customer Experiences Don’t Require Disney World Delight

Businesses should set their sights at a lower, more important target.

Six Future-Ready Trends to Boost Your Digital Transformation

Thanks to technology advances and the pandemic, we've passed the point of no return. Transforming your business must happen now

Invisible Culture: Sustaining Great CX in Our Remote Work Times

An organization's norms and values must permeate the workforce, now more than ever.

The Contact Center WFO Market Is Transforming

The story of this market is explained not by the pandemic but by digital transformation and the migration of contact center solutions to the cloud, both of which were accelerated by COVID-19.

Chatbots Can Turbo-Charge Your CRM

Automated conversations can augment human ones at critical junctures.

STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

Social CRM: Your Voice for Sharing Subject Matter Expertise

Potential buyers are turning to lots of influencers. You need to make them advocates for you.

Companies Must Compete on Decision Velocity

To those who can make faster, more accurate decisions, time is a friend.

The Transformational Value of Interaction Analytics

With so much in flux, IA can alert executives about the state of their customers and employees

Turn Your Customer Experience Process Around

Build buy-in with CX initiatives before you survey customers.

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

Why Customer Service Is Getting Weird, and What You Can Do About It

Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.