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Viewpoints

For Contact Centers Confronting the Covid-19 Crisis, Conversational Service Can Provide Relief

Organizations need to balance processing call volume quickly with committing to care for their customers, which means assuaging their fears, understanding their concerns, and ensuring they get the best experience in this difficult time.

Challenges for Remote Teams During Coronavirus—and How to Overcome Them

The coronavirus crisis has hit us all hard, but it also presents an opportunity to take your business remote and succeed.

Online Communities Can Keep Marketing Insights Going During Covid-19

As humans beings we yearn for connection, especially in difficult times. Yet our desire for connection is in direct contradiction to the mandate for physical separation. Virtual tools like online insight communities can deliver the research you need now—and be a welcome respite from people who are feeling isolated in containment zones.

Speech Technology in the Midst of the Coronavirus (Featured on Speechtechmag.com.)

This is the time for speech technology—and all online communication technologies—to leap into action.

Happier Together: 4 Steps for Merging the Customer and Employee Journeys

Despite the growing attention to customer experience, one component is still commonly overlooked: the employees responsible for delivering it. Zippering customer and employee experiences together creates an all-around stronger and more integrated business model.

3 Tips for Creating a Solid Customer Success Initiative

By making customer success a top priority, you'll drive customer value, identify hidden opportunities, and pinpoint sources of friction and respond with solutions that benefit your entire customer base.

The New CRM: Proactive Relationship Management

Artificial intelligence can turn customer relationship management into proactive relationship management, giving sales leaders greater visibility and better forecasting and revolutionizing the relationship between salespeople and technology.

6 Tips to Help Small Businesses Change Their CRM

For small and midsize businesses, adopting a new CRM system can be a large undertaking that's met with considerable resistance. Here are a few ways to help ease the transition.

AI Is Reshaping Consumers’ Expectations for Customer Service

Consumers' "liquid expectations" demand that business incorporate AI into their CX strategy.

3 Tips for Choosing a CRM Outsourcer

When enterprises need great CRM software but lack the time or talent to build it in-house, outsourcing is only logical. But it's important to find the right long-term partner from the start.

4 Keys to Building a Strong Sales Enablement Program

Establishing a sales enablement program strengthens the bond between marketing and sales, which compresses sales cycles, increases conversion rates, and drives growth. Even the newest salespeople will be surprised at what they can accomplish.

How to Bridge Marketing's Digital Divide

By adopting an agile approach and eliminating the silos that separate people, technologies, and data, you can nurture a marketing ecosystem that is well suited to achieve the seamless, insight-driven, omnichannel experience to which we all aspire. The second in a two-part series.

4 Factors That Can Help You Choose the Right Customer Data Platform

Having a range of choices does not make it any easier for a marketer to select the right capabilities, nor does it promise better results. The key to finding the right CDP is to outline which experiences you want to deliver to remain competitive, now and into the future.

3 Ways AI Can Help Understand Customer Intent

Artificial intelligence and machine learning can now process data at rates that far outpace traditional software, which comes in handy when analyzing the millions of moment-to-moment interactions that can make or break a customer experience.

5 Marketing Trends to Watch in 2020

Industry struggles of the 2010s have made today's chief marketing officers more agile than ever before; still they can expect 2020 to test their limits. But America's marketing chiefs remain optimistic thanks to that agility ace up their sleeve. Here are five trends they must act on.

Why These Are the Best Times to Call Prospects in 2020

Sales development and outbound prospecting are notoriously tough jobs, and any advantage you can leverage for more conversations has exponential results for quarterly revenue. New research from ringDNA has major implications for how sales reps should spend their time.

Why Businesses Need to Manage Customer Feedback—Wherever It Appears

Your customers are giving you valuable input through formal reviews and unstructured feedback across the entire digital world. To get a complete view of customer insight, you have to think of feedback as an ecosystem, and you'll need to manage your reputation across a broad set of sites.

How Microlearning Makes Your Sales and Service Teams Customer-Ready

It is scientifically proven to increase knowledge retention and praised for its ability to pinpoint employees' strengths and weaknesses. But even as microlearning is increasingly embraced, its definition and value is still vastly misunderstood. Here we debunk five common myths about this innovative learning approach.

5 Common Sales Bottlenecks and How to Solve Them

With a few straightforward process changes, and by leveraging technology, you can progress toward eliminating bottlenecks to better optimize your time and resources. But first, you have to know what to look for.

Customer Churn Got You Down? 4 Tips to Increase Retention

Don't spend thousands of dollars trying to find and woo strangers, ignoring the people who already know your brand. Companies that neglect their fans for too long inevitably lose those valuable customers to businesses that know how to show a little appreciation.