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• call center agent (call center representative)

  A call center agent is a person who handles incoming or outgoing customer calls for a business. Continue Reading

• Virtual agents not yet ready for primetime customer service

  Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses. Continue Reading

• voice recognition (speaker recognition)

  Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands. 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

• market intelligence (MI)

  Market intelligence is the monitoring of specific data streams in order to provide stakeholders with a holistic view of an industry segment or customer base. The term market, in this context, is a specific category of potential buyers and ... Continue Reading

• Definitions to Get Started

  • brand ambassador
  • customer lifecycle
  • customer acquisition cost
  • marketing-qualified lead (MQL)

  • real-time analytics
  • customer segmentation
  • autoresponder
  • marketing automation

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• Artificial intelligence technologies a boon for customer insights

  AI can help companies shrink the gap between customer data and actionable insight by feeding intelligence into CRM, marketing automation and other operational tools. Here's how.Continue Reading

• conversational user interface

  A conversational user interface is the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human users.Continue Reading

• Customer data analytics a slam dunk for the Spurs

  The San Antonio Spurs adopted Kore Software to build on top of its CRM to help with customer experience.Continue Reading

• CRM analytics

  CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.Continue Reading

• contact center

  A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed.Continue Reading

• virtual assistant (AI assistant)

  A digital assistant is an application program that can understand natural human language and complete electronic tasks for the end user.Continue Reading

• Call Center

  A call center is a centralized department to which phone calls from current and potential customers are directed.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

• AI in CRM scores big with sales and marketing leads

  It could take a lot of programming and maintenance to tailor a CRM system to a B2B or B2C company's market, customer base and seasonal swings. New CRM AI options are changing all that.Continue Reading

• Compare top CRM systems: SAP, Microsoft, Salesforce, Oracle

  The 'CRM platform wars' aren't as hot as, say, the tech battle between smartphone OS vendors. But Oracle, SAP, Salesforce and Microsoft want your business.Continue Reading