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Salesforce adds customer service management features
Salesforce adds AI-powered features to enable contact center workforce management and agent staffing models for call volume, as well as email and messaging channels.
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Salesforce to acquire Slack for $27.7 billion
Salesforce enters agreement to acquire the Slack messaging platform for $27.7 billion. Experts weigh on in what Slack would bring to the Salesforce platform.
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10 technologies to transform customer experience in 2021
AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience.
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Compare transactional vs. relationship marketing
Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.
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
10 technologies to transform customer experience in 2021
AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience.
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Compare transactional vs. relationship marketing
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6 demand-generation strategies to drive business
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5 ideas for a post-cookies marketing strategy in 2021
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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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8 customer service metrics to measure call center success
Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with.
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How listening to the voice of the customer benefits businesses
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7 ways to avoid remote work burnout in call centers
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8 best practices for call center monitoring programs
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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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E-Handbook | March 2020
Personalized digital experiences for customers begin at home
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Customer Experience Basics
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How to write a marketing email: 10 tips
There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization.
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Create a customer experience strategy before tech investment
Align customer expectations with your customer experience strategy before making any investments in CX technology. Bob Azman has 10 questions to ask yourself before making any moves.
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A breakdown of inbound marketing vs. demand generation
Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric.
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The evolution of customer service
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Salesforce CRM
Salesforce workflow automation tools, Hyperforce debut
Salesforce delivers new Einstein workflow automation tools and unveils what it calls the most significant tech advancement in the company's 21-year history.
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Salesforce CRM
Salesforce adds customer service management features
Salesforce adds AI-powered features to enable contact center workforce management and agent staffing models for call volume, as well as email and messaging channels.
-
Salesforce CRM
Salesforce to acquire Slack for $27.7 billion
Salesforce enters agreement to acquire the Slack messaging platform for $27.7 billion. Experts weigh on in what Slack would bring to the Salesforce platform.
SearchCustomerExperience Definitions
- Oracle Customer Experience Cloud (Oracle CX Cloud)
- database marketing
- omnichannel
- CRM (customer relationship management)
- speech recognition
- contact center as a service (CCaS)
- content personalization
- Salesforce Service Cloud