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Columns/Departments

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.

VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

The Latest CRM Innovations Prove That Words Truly Matter

Systems today allow customers to speak conversationally while natural language technology understands and processes their words.

Contact Centers’ Road Map to Success in the New Normal

The pandemic helped companies discover unforeseen and valuable possibilities

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Will Uberization Ruin Contact Centers?

A community-based gig economy model is giving way to a more utilitarian model.

CRM’s Impact During, and After, the Pandemic

Smart implementations really demonstrated their worth

Digital Sales Transformation: How Done Is Done?

COVID changed everything, but the change isn't over yet.

B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery

We may be approaching the beginning of the end. This is good news for customers.

Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond

As digital transformation became a necessity, so did new and improved WFO

CRM Must Move Forward, Not Back

Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.

Digital Humans Are Here to Serve You

Animated avatars for customer service are becoming too good to dismiss.

Four Lessons for Designing Exceptional Customer Journeys

Journeys that are just okay won't lead to more buzz and more business.