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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

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

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.