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Learn to apply best practices and optimize your operations.

• Prioritize human-centric CX and EX to survive the pandemic

  Ricardo Saltz Gulko breaks down why businesses should consider a human-centric approach to employee and customer experience, and provides six principles upon which to do so. Continue Reading

• Why companies shouldn't overlook mobile customer engagement

  Companies that have a mobile customer engagement strategy can improve personalization, connect with customers over various channels and provide an easy buying process. Continue Reading

• Transactional vs. relationship marketing: Key differences

  Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy. Continue Reading

• 8 customer service metrics to measure call center success

  Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with. Continue Reading

• How listening to the voice of the customer benefits businesses

  Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world. Continue Reading

• 7 ways to avoid remote work burnout in call centers

  Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout.Continue Reading

• 8 best practices for call center monitoring programs

  To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software.Continue Reading

• How to write a marketing email: 10 tips

  There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization.Continue Reading

• Build trust in technology by reimagining customer experiences

  During this uncertain time created by the pandemic, brands that win their customers' trust and add value through services will stand head and shoulders above the competition.Continue Reading

• Why social media is key to collecting customer feedback

  Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback.Continue Reading

• 5 benefits of developing diversity in customer service

  Creating an environment of diversity and inclusion within customer service teams is essential in today's market. Here are some ways that businesses can benefit.Continue Reading

• 5 digital customer experience trends for businesses to consider

  Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings.Continue Reading

• Contact center roles shift from cost center to profit center

  Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces.Continue Reading

• Call center customer experience ROI is more about metrics

  When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores.Continue Reading

• AI improves customer experience, call center efficiency

  Customers and employees can benefit from the use of AI in contact centers. Businesses can use AI to provide customer self-service options and help make agents more productive.Continue Reading

• CRM (customer relationship management)

  Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.Continue Reading

• How to create surveys that collect effective customer feedback

  Businesses need to have a plan before surveying customers. While it is important to gather feedback regarding experiences, it is also important to act on the information received.Continue Reading

• How can companies handle CX opportunities during COVID-19?

  The COVID-19 impact on in-person shopping experiences has changed customer service expectations; now companies must find ways to compete in e-commerce against Amazon and others.Continue Reading

• How video chat improves customer service and engagement

  As restrictions continue due to the COVID-19 crisis, many organizations adopt video chat capabilities to continue business operations and keep customers engaged.Continue Reading

• 4 e-commerce email marketing strategies to heed

  Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue.Continue Reading

• How customer transparency helps companies maintain loyalty

  In an age when customers have more options than ever before, it's essential that businesses gain and maintain customer trust -- and that happens through customer transparency.Continue Reading

• How businesses can align sales and marketing

  Many organizations are moving away from siloed marketing and sales departments and instead choosing to work more closely, which can both grow a business and reduce costs.Continue Reading

• Diversity in customer experience hinges on root-cause analysis

  Sandra Mathis and Stephanie C. Harris discuss diversity and inclusion, and the necessity of addressing them at an internal level before customers see change.Continue Reading

• How businesses can benefit from a self-service strategy

  Self-service channels can save businesses money while improving the customer experience -- if done right. Here are some tips to keep in mind when building a self-service strategy.Continue Reading

• Average handling time calculation is critical to contact centers

  Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.Continue Reading

• 10 types of biases that affect customer data analysis

  Analytics can help businesses make data-driven decisions, but common cognitive biases can skew how organizations interpret the information and CX.Continue Reading

• Simplify employee and customer experiences to adapt and grow

  Ricardo Saltz Gulko breaks down how organizations can focus on improving employee and customer experience by simplifying complex processes.Continue Reading

• 9 skills that call center agents need for success

  Contact centers accommodate all channels of communication, which means hiring managers must train call center agents to keep up with customer demands.Continue Reading

• 9 strategies for email marketing segmentation

  There are a number of strategies businesses can use to segment email marketing lists, including geographic location, purchase history, abandoned carts and forms, and gender.Continue Reading

• How to create customer profiles with examples

  Creating customer profiles gives brands a deep understand of their customers' needs and behaviors and results in more successful marketing strategies. Here are steps to get started.Continue Reading

• How to gather and evaluate customer sentiment

  Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth.Continue Reading

• 5 customer journey phases for businesses to understand

  The customer journey contains a number of stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success.Continue Reading

• CEM vs. CRM: Which platform is best for your business?

  Businesses must be familiar with CEM and CRM if they want to improve customer experience. While these acronyms sound similar, they are different.Continue Reading

• The role and responsibilities of a customer relationship manager

  The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.Continue Reading

• Here's how sales teams use AI to increase revenue

  When a business incorporates AI into its sales processes, it may improve pricing optimization, contact analytics and forecasting, ultimately strengthening its sales department.Continue Reading

• How to create a customer journey map -- with template

  Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales.Continue Reading

• 10 ways to improve CX when developing virtual agents

  Consider these 10 methods when building new virtual agents for your clients to help balance design, user experience, technical feasibility and business value.Continue Reading

• 4 tips for creating a content marketing SEO strategy

  There are multiple components to a good SEO strategy, and it's important for businesses to stay plugged in and evolve with those strategies over time.Continue Reading

• Brands focus on messaging, empathy in crisis marketing mode

  There is no single way for businesses to approach marketing in a crisis, but no matter how they choose to address the situation, they must be sensitive to their customers.Continue Reading

• 4 best practices for call center management

  An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly.Continue Reading

• Preparing your customer experience strategies for the new normal

  As companies prepare to reopen following the lengthy shutdown due to the pandemic, they need to learn how their customers feel and how best to adapt to serve them.Continue Reading

• Building customer relationships is central to loyalty

  Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales.Continue Reading

• 4 ways CX is central to digital transformation in retail

  Digital transformation initiatives in businesses can help drive sales, increase customer engagement and retention, and improve the customer experience.Continue Reading

• Life and business post-COVID-19 for employees and companies

  The COVID-19 pandemic has changed how companies interact with both employees and customers. Karl Sharicz offers a look at what he sees from a CX perspective going forward.Continue Reading

• 3 key training areas for remote sales success

  Remote work is easy for some departments, but sales teams may struggle without in-person interactions. Businesses should train sales reps to be successful while working from home.Continue Reading

• Email, social media marketing strategies adjust amid COVID-19

  Businesses lean on email, social media marketing and softer brand messaging to keep customers engaged while the coronavirus keeps the world quarantined at home.Continue Reading

• 3 tips for adding e-commerce to an existing website

  While many businesses realize the necessity for e-commerce functions on their websites, they should be sure to focus on the customer journey and maintaining consistent experiences.Continue Reading

• Educate, empathize in social media strategy during coronavirus

  Social media offers an opportunity to connect during a period of isolation, but brands should be careful when adjusting social media strategies. Here are some words of advice.Continue Reading

• How remote contact centers benefit businesses, employees

  As businesses move to remote contact center models amid the COVID-19 crisis, they're finding benefits in the form of real estate cost savings and happier employees.Continue Reading

• 6 ways customer experience influences sales

  The entire customer journey makes up the overall customer experience, which can affect repeat sales and a company's bottom line. Here are some tips for providing exceptional CX.Continue Reading

• Renewed focus on contact center trends in 2020

  As contact centers move from office settings to remote work environments, businesses renew push for sustainable work-at-home programs, enhanced AI and cloud technologies.Continue Reading

• 5 key players on customer experience teams

  There are some individuals that are responsible for leading customer experience teams. While each role has distinct duties, they all strive to deliver positive CX.Continue Reading

• 6 tips for handling emergency calls in contact centers

  Many contact centers do not have a procedure for handling emergency calls, but they should. It is important for agents to know how to react to emergency situations.Continue Reading

• 4 tips for creating a crisis marketing strategy

  With a captive audience at home during the coronavirus crisis, many businesses are rethinking their marketing strategies. Influencer marketing is one route to go.Continue Reading

• 5 digital sales enablement tools to boost productivity

  Sales enablement tools and processes can help sales agents be more productive. Some items in the toolbox include live chat, email automation and digital asset management.Continue Reading

• 9 steps for negotiating deals with Salesforce

  Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant.Continue Reading

• Tips for creating remote call center programs amid COVID-19 pandemic

  To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology.Continue Reading

• Businesses move toward UC and contact center integration

  Integrating unified communications and contact center software is trending and it can provide a number of benefits to both business employees and customers.Continue Reading

• Personalized digital experiences for customers begin at home

  Learn how implementing a rewarding digital experience for savvy customers starts with digitally transforming corporate culture and nurturing a customer-facing staff.Continue Reading

• Collaboration tools in the workplace boost customer experiences

  Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment.Continue Reading

• Contact center workforce management keeps pace with consumers

  Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center.Continue Reading

• 4 ways to create an effective personalization strategy

  Creating a personalization strategy can ensure that businesses offer the best possible experience to customers, with simple yet effective interactions.Continue Reading

• Contact center AI opens new frontiers for customer engagements

  Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers.Continue Reading

• AI in customer experience: Key benefits

  Incorporating AI in customer interactions enriches the customer experience in multiple ways, builds brand loyalty and boosts efficiency. Learn about three ways AI improves CX.Continue Reading

• Best practices for using AI-enabled self-service

  AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization.Continue Reading

• CXO role requires tenacity, cross-departmental influence

  The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful.Continue Reading

• 5 tips for an effective marketing automation implementation

  Successful marketing automation implementations require steps beyond those that go into the usual technology rollouts. Here are some tips to help businesses along the way.Continue Reading

• Sales enablement best practices to enhance customer interactions

  Salespeople need the right tools to build strong relationships with customers to make a sale. Read about sales enablement best practices that may enhance customer interactions.Continue Reading

• What are some benefits of SSO in contact centers?

  Contact center agents often need to remember a number of passwords to log in to multiple applications. Single sign-on can alleviate that pain point and increase productivity.Continue Reading

• 4 contact center trends that drive customer experience

  Modern contact centers are making a variety of improvements, such as incorporating AI and chatbots. Learn about four contact center trends that are poised to improve CX.Continue Reading

• 5 ways a chatbot for the contact center can help workflow

  AI and chatbot technology are constantly changing and gaining capabilities. Companies need to determine how to best use chatbots for their contact centers.Continue Reading

• 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

• Learn how to build a Salesforce app in 4 steps

  Salesforce users can follow these steps to create sophisticated codeless apps that integrate the Next Best Action feature using the Lightning App Builder.Continue Reading

• 5 digital customer experience technologies for a winning strategy

  A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey.Continue Reading

• The art and science of digital experience management strategies

  Businesses need a well-rounded view of customers to provide innovative, personalized digital experiences. In this handbook, learn the techniques and tools of the trade.Continue Reading

• To predict customer buying behavior, stop, look, listen, analyze

  Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach.Continue Reading

• Customer personalization relies on tools, tactics, metrics

  Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales.Continue Reading

• 7 ways to improve your retail sales

  Retailers, especially traditional brick-and-mortar retailers, need to throw caution to the wind and follow these seven tips to spur sales and provide remarkable retail.Continue Reading

• How a punk rocker would go about simplifying CX

  When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview.Continue Reading

• Consumer behavior analytics makes the unpredictable predictable

  With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates.Continue Reading

• The right leader, team crucial for digital CX strategy success

  Having the right team in place can ensure digital CX success. Here are some leadership and team roles that organizations should consider when creating a plan.Continue Reading

• Multipronged digital customer experience strategy enriches CX

  The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies.Continue Reading

• 5 tips for creating customer journey maps from buyer personas

  Comprehensive customer personas are important tools in coping with the increasing complexity of customer journey mapping. Here are some tips on how to do it best.Continue Reading

• Benefits and best approaches to B2B customer segmentation

  With the increasing focus on personalization in B2B marketing, customer segmentation is a more important strategy than ever for organizations that want to know customers better.Continue Reading

• Prepare for California Consumer Privacy Act with these 5 questions

  At Oracle's Modern Customer Experience conference, a privacy professional shared tips on incorporating privacy into CX systems so businesses are ready for the CCPA.Continue Reading

• 4 customer insights research techniques for your organization

  Organizations conduct customer research in order to understand customers, create new products and increase revenue, all of which can be overwhelming without a strategy in place.Continue Reading