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Manage

Learn to apply best practices and optimize your operations.

• Business text messaging examples that engage customers

  Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Continue Reading

• Strategize a smooth contact center migration

  Companies are migrating from on-premises contact center software to the cloud. But before making the move, organizations must approve it from a strategic and practical perspective. Continue Reading

• How to get value from customer insights data

  Gathering and acting on customer insights can make the difference between a successful and struggling business. Here's how businesses can use it to their advantage. Continue Reading

• Big retailers share their CX strategies

  Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. Continue Reading

• 4 voice of the customer methods to improve CX

  To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading

• 4 steps to successful contact center technology implementation

  Before starting implementation of any new technology in a contact center, it is important to have a strategy to ensure both employee and customer satisfaction.Continue Reading

• 5 marketing budget strategies to maximize your dollars

  Experts suggest that businesses build well-constructed budgets and create talent roadmaps to determine whether they are hiring the best people to reach their goals.Continue Reading

• How Netflix uses emotional analytics to improve CX

  Emotional analytics enable businesses to obtain customer feedback without words. Netflix employs this tactic as a means to engage and retain customers.Continue Reading

• How to use low-code software platforms for digital experiences

  Low-code software platforms enable flexibility and faster development for digital experiences. Here's what content managers should consider before purchasing a low-code tool.Continue Reading

• Contact center agent experience needs massive overhaul

  Research shows several areas in which contact centers are failing their agents and what changes organizations are making to improve the experience and reduce turnover.Continue Reading

• Salesforce customers supplement CRM with AppExchange tools

  Salesforce customers are turning to the AppExchange to supplement their CRM function. Many find AppExchange tools to be more cost-effective and to integrate better with the CRM.Continue Reading

• Influencer marketing best practices to reach millennials, Gen Z

  To reach the millennial and Gen Z consumer, you need to build trust and create experiences. Follow these tips to spin up an influencer marketing campaign.Continue Reading

• Benefits of migrating customer experience apps to the cloud

  Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration.Continue Reading

• A strong CX technology spending plan can bring big returns

  The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run.Continue Reading

• Upselling customers adds ROI gold to contact center channels

  AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center.Continue Reading