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

How to Avoid Dark Patterns that Frustrate and Anger Your Customers

At a time when trust is so critical, interface designs that mislead or trick customers are worst practices

Leveraging CRM in the Face of COVID-19

With seismic changes in the way business is done, CRM and related platforms can help companies and the people they serve

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

During COVID-19, agents will experience plenty of secondhand trauma. Here's how to keep agents healthy during stressful times

Empathy Has Its Limits, and It’s Also More Critical Than Ever

Accept that we're all human and let that be your guide, in personal and business contexts

Technology Can Help Us Through the Tough Times

COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home

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

For Salespeople, It’s All About the Interface

Tools that are both useful and intuitive will improve customer relationships as well

To Succeed in Customer Service, Forget the Rule Your Parents Taught You

Why is my preference assumed to be your preference?

Video and LinkedIn: A Match Made In Business Heaven

Here's some advice from a not-quite video pro

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that