Ask the Experts

Ask the Experts

• What are the implications of the Salesforce acquisition of Demandware?

  Buying Demandware has helped Salesforce round out its portfolio in order to offer end-to-end technology for the customer journey, expert Brent Leary explains.  Continue Reading

• What is the most important technology for a virtual contact center?

  An expert shares four technologies that are key to successful virtual contact centers: integrated contact routing, workforce management, computer-based training and gamification tools.  Continue Reading

• Why is customer self-service critical for contact centers?

  Contact centers have embraced and improved self-service options like conversational voice response systems and mobile websites -- but there are still some challenges with the tech.  Continue Reading

• What are the best new skills for contact center managers?

  While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves.  Continue Reading

• Is customer self-service replacing contact center service?

  Helping customers help themselves through self-service can reduce costs, but your self-service strategy should include monitoring and supporting internal operations, expert Scott Sachs advises.  Continue Reading

• How has mobile CRM software affected contact center service?

  Consumers are using mobile devices to shake up customer service. Expert Scott Sachs explains how and offers advice for how to transition to support mobile CRM.  Continue Reading

• What is the role of contact center compliance?

  Expert Scott Sachs offers tips for contact centers looking to improve customer data protection and meet data security regulations. Learn how a clean desk fits into the equation.  Continue Reading

• How does the virtual contact center model affect the market?

  The virtual contact center has become increasingly compelling. Why?  Continue Reading

• How does social customer service affect contact centers?

  As more consumers utilize social media customer service options, organizations are finding it's important to create strategies to handle company responses.  Continue Reading

• Will a registration wall help or hurt my content strategy?

  A registration wall can provide vital information for nurturing sales leads. But there are drawbacks and it's not the best approach for all content.  Continue Reading

• How should companies tackle IoT in a customer-centric way?

  Companies that are overly concerned with what IoT technology to invest in are missing the point: They need to determine how it will bring them closer to their customers.  Continue Reading

• What can SMBs expect from SalesforceIQ for Small Business?

  Salesforce announced changes to Group Edition at Dreamforce 2015: SalesforceIQ for Small Business. What's the nature of the upgrade?  Continue Reading

• What does Salesforce Lightning, Wave enable for users?

  Salesforce's latest upgrades to its Lightning and Wave platforms show that the cloud CRM company is trying to bring analytics closer to the individual user.  Continue Reading

• How can you align customer service strategy with marketing?

  As companies put customer experience at the forefront, it's never been more important to align customer service strategy with marketing tactics.  Continue Reading

• Why Web real-time communications helps omnichannel customer experience

  WebRTC is open source code that could make a measurable difference in omnichannel customer experience.  Continue Reading