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Call center vs. contact center: What's the difference?
Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX.
News
Customer data platform market heats up again
As companies plan for the post-pandemic reality, customer data platforms are expected to be a bigger part of marketing workflows and other emerging use cases.
News
Instacart, McDonald's, Target share digital marketing strategies
Customer experience leaders discuss strategies to accommodate customers who want contactless shopping, those who want in-person sales, and everything in between.
News
IBM ports weather data to AWS Data Exchange feed
Marketers can now tap IBM's Weather Company data feed at the AWS Data Exchange. The question is, will they know how to use it proactively to execute timely campaigns?
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
Call center vs. contact center: What's the difference?
Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX.
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Ultimate guide to customer service for businesses
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13 customer retention strategies that work
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Benefits of moving to a cloud contact center
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Problem Solve
Top 5 challenges in field service management
Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success.
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How to train agents on call center fraud detection
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8 customer service challenges and how to resolve them
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8 ways to improve call center agent performance
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Manage
Call center security best practices to protect customer data
If customers know an organization can keep their data safe, they have more positive experiences. These best practices can help establish trust and keep data safe in call centers.
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The future of customer service: 12 trends to watch
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Top 7 call center agent performance metrics to track
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Why businesses need voice of the customer analytics
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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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buzz marketing
Buzz marketing is a viral marketing technique focused on maximizing the word-of-mouth potential of a campaign or product.
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10 sample customer service email templates
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios.
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Get Started
Top customer service certifications and courses
Here are some customer services courses to help frontline employees provide customers with a better experience.
Multimedia
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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 software and applications
Genesys CEO on the future of contact center tech
In this interview with Genesys CEO Tony Bates, we discuss the intersection of empathy and technology, as well as the future of video in the contact center tech stack.
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Customer data management
Customer data platform market heats up again
As companies plan for the post-pandemic reality, customer data platforms are expected to be a bigger part of marketing workflows and other emerging use cases.
-
E-Commerce
Instacart, McDonald's, Target share digital marketing strategies
Customer experience leaders discuss strategies to accommodate customers who want contactless shopping, those who want in-person sales, and everything in between.