Ask the Experts

Ask the Experts

• How can I maximize the Salesforce-Google Cloud integration?

  Find out four new ways to make the most of the Google and Salesforce integration, including updates to the Salesforce data connector for Google Sheets.  Continue Reading

• 5 ways to improve call center agent performance

  Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to the pack.  Continue Reading

• How does Salesforce Einstein Language NLP improve productivity?

  Salesforce NLP learns in a manner similar to that of the human brain, performing a variety of functions, such as semantic parsing, summarization and more.  Continue Reading

• The role and responsibilities of a customer relationship manager

  The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.  Continue Reading

• What do GDPR principles mean for CRM data management?

  Avoiding General Data Protection Regulation penalties means getting your CRM compliance program in order before the sweeping regulation goes into effect late this spring.  Continue Reading

• Which tools should we use for marketing automation for SMBs?

  Small and medium-sized businesses looking to implement marketing automation should start with email, social media and internal communications tools, according to expert Matt James.  Continue Reading

• Nine skills every call center agent job requires

  Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center.  Continue Reading

• How to calculate abandoned call rate for a contact center

  Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates.  Continue Reading

• What should I tell my CEO in a comparison of CRM software?

  I have a presentation to give to the C-suite explaining differences among Pegasystems, Microsoft, SAP and Oracle CRM. How do I do that?  Continue Reading

• What features can users expect from Salesforce Einstein AI?

  Expert Scott Robinson explains how Salesforce Einstein AI tools augment the vendor's CRM functionality, and how lessons learned from IBM Watson will affect the platform.  Continue Reading

• How can Salesforce DX help project managers and workers?

  Salesforce DX has a number of features that make it a convenient platform for both project managers and developers alike, explains expert Scott Robinson.  Continue Reading

• How do we choose a CRM system for small business?

  The largest companies can choose the largest CRM platforms, but what's left for small- and medium-sized businesses? How should they choose the right systems?  Continue Reading

• What problems need solving to create smoother customer interactions?

  While many factors can make or break a sales-service platform merge, three challenges stand out when combining service, sales strategies.  Continue Reading

• Why do we need the CRM platform wars in the enterprise?

  The platform wars between Microsoft, Salesforce, SAP, etc., feed innovation in the marketplace, but they can also be detrimental to the cause.  Continue Reading

• Is MSFT or Salesforce leading the market in business app development?

  Microsoft is trying to lead the market in business app development, but is struggling to hold on as Salesforce easily creates user-friendly applications, platforms and processes.  Continue Reading