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Kansas City Royals spin up cloud contact center
The Kansas City Royals closed its offices, but a telephony switch helped the call center address ticket holders' anxieties over baseball games affected by coronavirus shutdown.
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9 steps for negotiating deals with Salesforce
Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant.
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Top 3 ways to increase engagement in e-commerce
Engagement is a key component of relationships between customers and businesses, and it is essential for fostering an exceptional customer experience.
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Tips for creating a sustainable remote call center program
To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology.
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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) +
Download Now: Learn CX Strategies from Leading Brands
Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.
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Evaluate
Top 3 ways to increase engagement in e-commerce
Engagement is a key component of relationships between customers and businesses, and it is essential for fostering an exceptional customer experience.
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What are 4 ways to improve content experience?
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Personalized digital experiences for customers begin at home
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Treat employees as customers in the digital workplace
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Problem Solve
Mystery shopping platforms offer rich CX data
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience.
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Einstein Vision sinks teeth into shark recognition
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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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5 digital sales enablement tools to boost productivity
Sales enablement tools and processes can help sales agents be more productive. Some items in the toolbox include live chat, email automation and digital asset management.
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9 steps for negotiating deals with Salesforce
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Tips for creating a sustainable remote call center program
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Businesses move toward UC and contact center integration
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E-Handbook | March 2020
Personalized digital experiences for customers begin at home
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E-Handbook | March 2020
Contact center workforce management keeps pace with consumers
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E-Handbook | March 2020
Contact center AI opens new frontiers for customer engagements
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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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Customer Experience Basics
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Get Started
B2C (Business2Consumer or Business-to-Consumer)
B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use.
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Tips for crisis management in call centers
Call centers can receive an influx of calls from customers during times of crisis, such as the COVID-19 pandemic. Here are some steps businesses can take handle the call volume.
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Get Started
Mystery shopping platforms offer rich CX data
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience.
Multimedia
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Problem Solve
Cloud contact center platform migration not the easiest
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News
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Contact center management
Kansas City Royals spin up cloud contact center
The Kansas City Royals closed its offices, but a telephony switch helped the call center address ticket holders' anxieties over baseball games affected by coronavirus shutdown.
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Customer service technology
Zendesk Relater primes customers for remote call center work
Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
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Marketing software and platforms
Direct mail automation spikes in wake of conference cancellations
Marketers are turning to CRM-ready e-gift and direct mail vendors to send postcards and swag boxes to prospective customers they would have met with at canceled conferences.