Problem solve

Problem solve

Get help with specific problems with your technologies, process and projects.

• Omnichannel customer service improves customer experience

  Customers have come to expect brands to provide omnichannel customer service, but many companies are still overwhelmed by the idea of introducing new channels and training agents. Continue Reading

• 5 ways to improve call center agent performance

  Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to the pack. Continue Reading

• Tips to build a successful digital customer service strategy

  CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading

• Salesforce marketing automation tools close the data divide

  Marketing automation CEO offers tips on bringing together siloed data, spotting sales trends, analyzing sales funnels and allocating marketing campaign spending. 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

• Designing chatbots with personality-plus and gift of gab

  Planning, patience, trial and error and a business-minded team approach are the keystones to developing chatbots with human-like qualities that seamlessly assist customers.Continue Reading

• AI for the enterprise transmitted directly from Mars

  For marketing intelligence to explore new frontiers and achieve its ultimate goal, chief marketing officers may find their CRM applications were once developed by NASA and tested in space.Continue Reading

• Sales Cloud implementation transforms sales tracking, analysis

  Salesforce Sales Cloud has made Thompson Pump's once manual, paper-backed tracking, analyzing and crediting processes fast and tidy, reducing order-processing time by about 20%.Continue Reading

• How Salesforce teams will feel the impact of GDPR

  With less than a month until GDPR has to be implemented, both B2B and B2C sales teams must be prepared to properly protect or even dispense of customer data, according to experts.Continue Reading

• MindTickle, Salesforce speed sales learning in merger

  Last year's Blue Coat-Symantec merger posed a dilemma: getting salespeople up to speed on the reshaped product line. MindTickle with Salesforce paid dividends in sales learning.Continue Reading

• Survey marketing leads to sales insights for outdoor association

  After decades of catering to the needs of known customers, outdoor retailers now see the light and are targeting old and new customers with data-driven marketing and sales initiatives.Continue Reading

• Taking on a virtual agent helps mint new wine connoisseurs

  Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine.Continue Reading

• Which tools should we use for marketing automation for SMBs?

  Small and medium-sized businesses looking to implement marketing automation should start with email, social media and internal communications tools, according to expert Matt James.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

• How to calculate abandoned call rate for a contact center

  Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates.Continue Reading