Identity Resolution Moves into the Contact Center
The popular marketing technology is aiding in routing, fraud detection, and issue resolution
Zero-Party Data: Personalization and Privacy Can Coexist
When customers provide data directly to companies, consent takes on a new meaning for marketers
Demystifying Cryptocurrencies: Promise and Potential Lead to Growing Appeal
Marketers can boost their image with tech-savvy consumers by accepting e-cash
Selling Opens Up with 3-D Visualization
Marketing and sales reps are using 3-D technology to reach potential customers wherever they might be
Marketers Need to Optimize for Voice Search
The voice channel presents unique opportunities and challenges for marketers
Social Media Influencers Can Boost Customer Service’s Image
Businesses ask happy customers to share their feelings on social media
Saved by Zero (Contact Resolution)
Automation is taking away the need for agents to get involved in many interactions
7 Steps to Heat Up Cold Calling
Cold calling has become more challenging as technology has evolved, but it still offers a prime opportunity to land a new deal
Get Back to Basics with Direct Mail
Companies still find value in letting the post office deliver their customer messaging
Where in the World Are Outsourcers Going?
Onshore and nearshore locations see the most contact center growth
In Modern Marketing, It’s All About Location, Location, Location
Technological advances are expanding what businesses can do with location-based marketing
Personas Become Key to Successful Marketing
Customer profiles can help reach buyers with precision, but it takes effort
2020: The 5G Revolution Begins
Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.
Customer Data Platforms Emerge as Marketing’s Latest Holy Grail
Companies adopt a new way to collect information in their ongoing quest to gain a single view of the customer
Channels Collide as Physical and Digital Converge
In 2020, customers will demand both in-store and online touchpoints
Customer Service Becomes a Marketing Tool
As businesses today compete on customer experience (CX), marketers have a tremendous opportunity to leverage effective customer problem resolution to increase loyalty and, potentially, sales. This approach integrates marketing and customer service in the ways that CRM always promised.
With Gamification, Contact Centers Can Be Fun
Contact centers are not blind to the issues that cause worker discontent, and many are now trying to inject a little fun into the drudgery by incorporating gamification. It's viewed as a natural progression as changing employee expectations increasingly alter the workforce.
Tips to Avoid Drowning in Data
Having tons of customer data means nothing unless companies can turn it into actionable intelligence that they can use to influence or alter the bottom line. That translation might not happen immediately, but it has to happen eventually if data projects are to sustain themselves.
When It Comes to Texting, Companies Need to Strike a Balance
Texting is a viable business communications tool, but inefficiencies still abound
It’s Not Too Late to Add Text Messaging to Your Marketing Strategy
Customers are showing a growing acceptance of text messaging by businesses