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Learn to apply best practices and optimize your operations.

• Driving multichannel engagement with the voice of the customer

  Companies need to be ready to interact with customers via many different contact points to foster better engagement. Continue Reading

• Ten customer service issues to keep you up at night

  Customer service problems are really opportunities to boost customer trust in your brand. These 10 questions can help you restore that trust. Continue Reading

• Excessive focus on technology drowns out voice of the customer

  Put the voice of customers at the center of what defines a meaningful customer experience. Don't get distracted by the capabilities of the technology. Continue Reading

• How to pick the right mobile sales force automation app

  Companies shouldn't rush into buying mobile sales force automation apps, but rather base the purchase on how teams really work. Continue Reading

• Contact center technologies combat customer frustration with automation

  Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like interactive voice response, virtual agents and automatic call distributors were created to do so. Why ... Continue Reading

• Forging the path to tomorrow's CRM

  Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and services -- and they're not shy about letting the social media sphere know when they’re not happy. ...Continue Reading

• Customer experience management trends to watch

  Our experts analyze customer service trends and strategies that companies of all sizes can use to amplify the customer experience.Continue Reading

• Companies wield CEM technology to meet customer demand

  In an era driven by a more demanding customer base, companies have used social and CEM technologies to raise the game on customer service.Continue Reading

• Marketing automation tools benefit small businesses

  Marketing automation tools save small businesses time, enabling companies to focus on acquiring new customers and nurturing existing relationships.Continue Reading

• Why customer nurturing technologies matter

  Companies must devote resources not only to retaining customers but also to acquiring new ones. Customer nurturing is becoming increasingly important.Continue Reading

• CRM development: Building apps on top of systems

  Building on top of CRM applications can speed time to market and establish standardization, Denis Pombriant explains.Continue Reading

• The pros of virtual call centers still up for debate

  Virtual call centers provide agents and companies with flexibility and potentially lower costs. But can they provide equal or better customer service?Continue Reading

• Cross-channel marketing lives or dies by data quality initiatives

  Successful cross-channel marketing campaigns need clarity of purpose and ongoing data quality initiatives.Continue Reading

• Mobile POS systems gain ground among SMBs

  Mobile POS systems free salespeople from being chained to registers, allowing them to serve customers where they are: on the retail floor.Continue Reading

• Salesforce in-app mobile customer service hits beta

  Salesforce has released Salesforce 1 Service Cloud SOS in beta, a mobile customer service application with live chat.Continue Reading