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Qualtrics releases Experience ID customer profile platform
Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles.
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Benefits of moving to a cloud contact center
Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition.
News
Contact center agents' post-pandemic future
The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.
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Amazon Connect adds voice ID, agent assist features
AWS adds tools to search knowledge bases for answers based on terms picked up via in-call voice recognition, as well as voice ID to confirm identities of callers.
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
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Evaluate
Benefits of moving to a cloud contact center
Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition.
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CRM vs. CDP vs. DMP: What's the difference?
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10 voice of the customer tools to consider
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Inside 5 big-name relationship marketing strategy examples
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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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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
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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
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Customer Experience Basics
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contact center infrastructure
A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.
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direct marketing
Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.
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customer account record
A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.
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The history and evolution of CRM
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The evolution of customer service
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Customer relationship management (CRM)
HubSpot CRM adds B2B online payments processing
HubSpot CRM adds no-code Stripe online payments as well as data governance and enhancements to Operations Hub such as analytics and a Snowflake integration.
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Voice of the customer
Qualtrics releases Experience ID customer profile platform
Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles.
-
Customer service technology
Contact center agents' post-pandemic future
The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.