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The contact center of the future is here
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force.
News
Adobe's Marketo-Magento staff merger reveals midmarket push
Adobe positions itself for the midmarket in the year following the acquisitions of marketing automation platform Marketo and e-commerce platform Magento.
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Best practices for initiating chatbot-to-human handoff
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents.
Manage
A strong CX technology spending plan can bring big returns
The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run.
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) +
Free Guide: Acquia Lift v. Evergage v. Google Optimize
As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.
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Margaret Rouse asks:
How does your organization use segmentation to optimize interactions with your target market?
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Don Fluckinger asks:
For your organization, does the Marketo-Magento pairing make Adobe CX platform more, or less, appealing than the competition? Why?
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The contact center of the future is here
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force.
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Gen Z marketing strategies can benefit from new technology
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Experience-based differentiation: A CX fast track?
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Field service providers drive CX, engagement, retention
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Problem Solve
Einstein Vision sinks teeth into shark recognition
Using drones and a modified version of Salesforce's Einstein Vision, marine biologists at the University of California, Santa Barbara, can track and identify great white sharks.
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Applying AI analytics to consumers ups conversion rates
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Create effective chatbot scripts with these tips
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Cloud contact center platform migration not the easiest
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Manage
A strong CX technology spending plan can bring big returns
The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run.
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Customer upselling adds dimension to contact centers
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Building a Salesforce app in 4 steps
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Digital CX technology to help build a winning strategy
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E-Handbook | September 2019
Evolving contact center services reshape engagement strategies
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E-Handbook | August 2019
The art and science of digital experience management strategies
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E-Handbook | July 2019
AI converts consumer analytics into potent sales weapons
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Buyer's Handbook | May 2019
Customer experience management enhances branding and success
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Buyer's Handbook | April 2019
How to choose marketing automation software
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Customer Experience Basics
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Get Started
The contact center of the future is here
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force.
-
Get Started
Best practices for initiating chatbot-to-human handoff
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents.
-
Get Started
Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity.
Multimedia
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Problem Solve
Cloud contact center platform migration not the easiest
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News
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Marketing automation
Adobe's Marketo-Magento staff merger reveals midmarket push
Adobe positions itself for the midmarket in the year following the acquisitions of marketing automation platform Marketo and e-commerce platform Magento.
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Contact center software and applications
Calabrio rolls out contact center self-scheduling technology
The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
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Salesforce CRM
Salesforce Lightning Order Management boosts e-commerce
Salesforce extends Customer 360 capabilities with a bundle of APIs to help users manage and track e-commerce orders and provide more detail to the customer as orders are picked, packed and shipped.