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Learn to calculate average handling time
Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.
Evaluate
Compare transactional vs. relationship marketing
Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.
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How to build a world-class customer experience system
Megan Burns highlights the first four building blocks necessary for building a customer experience -- core journeys, criteria, blueprints and safety nets -- in this first article of a two-part series.
News
Adobe AI-based Predictive Audiences added to Marketo Engage
Adobe adds Predictive Audiences to Marketo Engage. The personalization tool is geared for users who manage marketing messaging to live and online event attendees.
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) +
Download Now: Top 10 Risks in SaaS Deals
Download this asset to understand the top 10 SaaS deal "gotchas" that can result in surprise charges, built-in cost hikes, audit exposure and double paying for the same license or functionality, SaaS traps that tip leverage to the vendor right from the get-go, and more.
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What to consider for a contact center remote working strategy
Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more.
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Compare transactional vs. relationship marketing
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How to build a world-class customer experience system
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Combat event fatigue with a virtual event marketing strategy
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Problem Solve
8 barriers to effective CX initiatives
There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation.
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CEM vs. CRM: Which platform is best for your business?
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Role of a CRM manager vs. customer relationship manager
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10 ways to boost the customer experience
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Manage
Learn to calculate average handling time
Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.
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Don't let biases creep into customer data analysis
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How to write a compelling marketing email
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Simplify employee and customer experiences to adapt and grow
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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
content personalization
Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.
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Get Started
Key strategies to build and monitor customer loyalty and trust
Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic.
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Get Started
Don't let biases creep into customer data analysis
Analytics can help businesses make data-driven decisions, but common cognitive biases can skew how organizations interpret the information and CX.
Multimedia
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Problem Solve
Cloud contact center platform migration not the easiest
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News
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Marketing software and platforms
Adobe AI-based Predictive Audiences added to Marketo Engage
Adobe adds Predictive Audiences to Marketo Engage. The personalization tool is geared for users who manage marketing messaging to live and online event attendees.
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Oracle CRM
Oracle CX head Rob Tarkoff: Acquisition integrations complete
The executive vice president of CX and Oracle Data Cloud discusses how acquired technologies have been fully integrated into Oracle's customer experience SaaS application stack.
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Microsoft Dynamics CRM
Microsoft releases voice of the customer platform
Microsoft takes on Qualtrics with Dynamics 365 Customer Voice, a customer experience feedback tool native to its platform for retailers and B2B users.