Ask the Experts

Ask the Experts

• 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

• 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