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Columns/Departments

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