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September 22, 2021
Agents Have Gone Remote, and Many Are Not Coming Back
Here is a checklist to make agents successful in the new contact center environment. (Featured on SmartCustomerService.com.)
Real-Time Signals Real Customer Value: How Marketers Can Implement AI the Right Way
The difference in an AI solution's ability to gauge context in real-time will determine who wins and loses in today's extremely competitive market. With real real-time technology, companies use propensity models to rank and score customer actions to select the next best action for each individual.
CRM Across the Wire
Genesys Launches BeyondCX, an eLearning Program for Contact Center Employees
Genesys' BeyondCX teaches soft skills for delivering meaningful customer experiences.
SMG Extends Partnership with CallMiner
SMG expands its contact center and conversation analytics capabilities with a CallMiner partnership. (Featured on SpeechTechMag.com.)
Act-On Software Integrates with Zendesk Sell
Native integration brings Act-On's marketing automation solution to Zendesk Sell users.
Adobe Introduces Marketing Mix Modeling
Adobe Marketing Mix Modeling uses AI to predict the optimal marketing budget allocation.
LiveChat Integrates with Mailchimp
LiveChat's Mailchimp integration lets companies use chat in their customer acquisition strategies.
Really Simple Systems Integrates with Microsoft 365
Integration links Really Simple Sytems CRM with Microsoft applications for contacts and calendars.
The Last Line
Great Customer Experiences Don’t Require Disney World Delight
Businesses should set their sights at a lower, more important target.