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New & Notable
Twilio releases Engage marketing automation platform
Twilio's customer experience platform -- with the Segment CDP as a foundation -- adds a marketing component to its API-driven sales and service clouds popular with developers.
News
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.
News
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.
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
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
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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field service management (FSM)
Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.
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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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The history and evolution of CRM
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The evolution of customer service
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News
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Contact center management
Genesys contact center cloud gets acquisition boost
Olivier Jouve, executive vice president of Genesys Cloud, and Mike Szilagyi, a senior vice president at Genesys, discuss how customer service will recalibrate after last year.
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Marketing automation
Twilio releases Engage marketing automation platform
Twilio's customer experience platform -- with the Segment CDP as a foundation -- adds a marketing component to its API-driven sales and service clouds popular with developers.
-
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.