Ask the Experts

Ask the Experts

• 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

• How advantageous is Microsoft's ERP-CRM integration within the market?

  With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space.  Continue Reading

• How does data insight remove human bias from customer research?

  Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else.  Continue Reading

• How do IoT analytics enhance customer experience with quality data?

  IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day.  Continue Reading

• How will Microsoft Dynamics 365 benefit the enterprise marketplace?

  Is Microsoft Dynamics 365's role in the enterprise marketplace actually beneficial for users? Expert Brent Leary discusses Microsoft's upcoming product.  Continue Reading

• What's behind the expansion of the Salesforce CRM platform?

  The Salesforce CRM platform has been growing quickly with one acquisition after another. Expert Brent Leary discusses the possible motivation behind the quick expansion.  Continue Reading

• Why does AWS as a cloud infrastructure provider matter for Salesforce?

  After experiencing a data outage in May, Salesforce turned to Amazon Web Services. It was a huge move, but probably a necessary one, expert Brent Leary explains.  Continue Reading