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How to train contact center agents remotely
As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started.
News
More Salesforce-Slack integrations to come
Salesforce unveiled a total of 16 Slack integrations to its platform, some available now, and some to come next year, following the blockbuster acquisition.
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Revenue operations vs. sales operations: What's the difference?
While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations focus on sales department efficiency.
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Oracle Fusion Marketing enables campaign orchestration
Oracle has announced plans to release Fusion Marketing in 2022. The middleware app will more deeply integrate customer data to marketing initiatives and CRM.
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
CRM vs. CDP vs. DMP: What's the difference?
Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Find out the difference between three major platforms: CRM, CDP and DMP.
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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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Top 10 contact center platforms of 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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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
How to train contact center agents remotely
As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started.
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Get Started
customer intelligence (CI)
Customer intelligence (CI) is the process of gathering and analyzing information derived from customer data that an organization collects from both internal and external sources.
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Get Started
Revenue operations vs. sales operations: What's the difference?
While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations focus on sales department efficiency.
Multimedia
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The history and evolution of CRM
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The evolution of customer service
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Sales technology
Benioff: Salesforce-Slack merger supports hybrid workforce
Just 1,000 of the typical 180,000 Salesforce users attended Dreamforce 2021, but it was enough to get CEO Marc Benioff fired up about the future of hybrid work opportunities.
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Salesforce CRM
More Salesforce-Slack integrations to come
Salesforce unveiled a total of 16 Slack integrations to its platform, some available now, and some to come next year, following the blockbuster acquisition.
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Oracle CRM
Oracle Fusion Marketing enables campaign orchestration
Oracle has announced plans to release Fusion Marketing in 2022. The middleware app will more deeply integrate customer data to marketing initiatives and CRM.
SearchCustomerExperience Definitions
- Oracle Customer Experience Cloud (Oracle CX Cloud)
- database marketing
- omnichannel
- CRM (customer relationship management)