SearchCustomerExperience
New & Notable
News
OpenText releases customer data platform
OpenText customers get a natively integrated runtime CDP to drive marketing personalization and other customer interactions; AI content security features debut.
Manage
Top 7 call center agent performance metrics to track
To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive.
Evaluate
Top 10 contact center platforms of 2021
Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip.
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Best practices for call center agent training programs
Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles.
Topics Covered
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Customer data management (3) +
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Customer experience (CX) management (7) +
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Customer relationship management (CRM) (6) +
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Customer service technology (5) +
Digital experience management
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E-Commerce (2) +
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Marketing software and platforms (3) +
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Sales technology (2) +
Featured Authors
Find Solutions For Your Project
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Evaluate
Top 10 contact center platforms of 2021
Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip.
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15 essential contact center software features
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How are multichannel and omnichannel different?
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On-premises vs. cloud contact center: What's the difference?
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Problem Solve
8 ways to improve call center agent performance
Side-by-side evaluations, reinforcement, training resources and coaching can help call center agents improve their performance and catch up to the pack.
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How to calculate call center utilization rates
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Diversity in customer experience hinges on root-cause analysis
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8 barriers to effective CX initiatives
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Manage
Top 7 call center agent performance metrics to track
To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive.
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Why businesses need voice of the customer analytics
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4 tips for creating a personalized marketing strategy
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The future of personalization in marketing
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E-Handbook | December 2020
Customer upselling gets upgrade from AI, analytics
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E-Zine | November 2020
Sponsored Content
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E-Handbook | November 2020
Evolving customer data platform features set sights on CX
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E-Handbook | October 2020
Contact center roles shift from cost center to profit center
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E-Zine | October 2020
Sponsored Content
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Customer Experience Basics
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Get Started
Best practices for call center agent training programs
Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles.
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Get Started
What to ask in a voice of the customer questionnaire
An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services.
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Get Started
Getting started with a revenue operations strategy
A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps.
Multimedia
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The history and evolution of CRM
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The evolution of customer service
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News
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Customer service technology
Nice expands contact center AI offering with ContactEngine buy
Nice acquires ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels.
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Customer data integration
OpenText releases customer data platform
OpenText customers get a natively integrated runtime CDP to drive marketing personalization and other customer interactions; AI content security features debut.
-
Customer data management
Redpoint Global moves into data quality as a service
Redpoint Global users get tools to manage first-party partner, product and customer data quality, identity and governance with In Situ feature bundle.
SearchCustomerExperience Definitions
- contactless payment
- Oracle Customer Experience Cloud (Oracle CX Cloud)
- database marketing
- omnichannel
- CRM (customer relationship management)
- speech recognition
- contact center as a service (CCaS)
- content personalization