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How to define contact center technology requirements
Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider.
News
Pegasystems previews new intelligent automation features
Pegasystems will add intelligent automation features to its Pega Platform that apply event stream processing, machine learning and natural language processing to business actions.
News
Pegasystems enhances customer service, CX workflows
Pegasystems users get access to long-awaited Process Fabric automation tool, as well as new vertical-specific customer service tools and AI for interactive voice response.
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Apple iOS 14.5 App Tracking Transparency rewires martech
If your business strategy fully relied on iOS tracking for survival, your company was probably in trouble before 14.5 came out this week, marketing experts say.
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) +
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Evaluate
Sentiment analysis: Why it's necessary and how it improves CX
Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX.
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10 sentiment analysis tools to consider
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Top 5 personalized marketing examples and their takeaways
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The psychology of UX design: How design affects CX
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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
4 tips for creating a personalized marketing strategy
Companies must deliver relevant content and personalize their marketing strategies if they want to see an increase in revenue and brand loyalty.
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The future of personalization in marketing
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3 ways to attract customers to your online store
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10 lead scoring best practices to improve sales efficiency
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E-Handbook | December 2020
Customer upselling gets upgrade from AI, analytics
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E-Zine | November 2020
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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
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Customer Experience Basics
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Get Started
How to define contact center technology requirements
Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider.
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Get Started
6 personalization software options to know in 2021
Personalization software enables marketing teams to customize experiences for customers. There are many options to choose from with varying capabilities.
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6 ways to use analytics to improve customer engagement
Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have.
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The history and evolution of CRM
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The evolution of customer service
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AI for customer service
Pegasystems previews new intelligent automation features
Pegasystems will add intelligent automation features to its Pega Platform that apply event stream processing, machine learning and natural language processing to business actions.
-
AI for customer service
Pegasystems enhances customer service, CX workflows
Pegasystems users get access to long-awaited Process Fabric automation tool, as well as new vertical-specific customer service tools and AI for interactive voice response.
-
Contact center management
Salesforce Service Cloud to add features, partners
Salesforce will announce partnerships this fall to connect new telephony providers to Service Cloud as contact centers reconfigure their teams for post-COVID-19 work.
SearchCustomerExperience Definitions
- contactless payment
- Oracle Customer Experience Cloud (Oracle CX Cloud)
- database marketing
- omnichannel
- CRM (customer relationship management)
- speech recognition
- contact center as a service (CCaS)
- content personalization