Tips

Tips

• 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

• Key differences between transactional and relationship marketing

  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

• Key strategies to build and monitor customer loyalty and trust

  Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic.  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

• A look at contact center technology and support costs

  With so many technology options available to contact centers, per-agent spending can vary greatly. It's up to businesses to figure out what technology matters most to them.  Continue Reading

• Creating the right self-service content for customers

  Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly.  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

• 7 benefits of customer experience management

  There are many benefits of a customer experience management strategy, including a reduced customer churn rate, lower marketing costs and improved crisis management.  Continue Reading

• Best practices for call center monitoring

  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 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

• 8 CX challenges facing organizations and how to address them

  There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation.  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

• How to comprehensively personalize the customer experience

  A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started.  Continue Reading

• 7 key customer experience metrics to measure

  Net Promoter Score is the most popular customer metric, but it's not the only one for CX teams to measure. Understand which metrics to track and how to calculate them.  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

• Benefits of moving to a cloud contact center

  There are many benefits in moving contact centers to the cloud, including cost savings, more interaction channels and staying with, if not ahead, of the competition.  Continue Reading

• Why hyper-personalization is an essential marketing strategy

  Using AI to personalize marketing strategies can be a business's golden ticket to improved customer experience. As a result, hyper-personalized marketing is essential.  Continue Reading

• 10 ways to improve the customer experience today

  Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey.  Continue Reading

• 10 steps to create a voice of the customer program

  One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch.  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

• Businesses can benefit from customer self-service channels

  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

• How sales and marketing alignment benefits businesses

  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

• 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

• How data from APM tools helps businesses improve CX

  Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX.  Continue Reading

• 6 key benefits of headless commerce

  Traditional e-commerce changed how businesses could sell products, but with headless commerce, organizations can better personalize the customer experience.  Continue Reading

• How speech analytics can benefit call centers

  Speech analytics software in call centers helps organizations pinpoint areas of weakness to address in an effort to improve customer experience and efficiency.  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

• 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

• 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

• 5 email marketing trends to follow in 2020

  When done right, email marketing can reach the right customers and be engaging. Organizations should keep email design simple and easy to read and enclose a unique call to action.  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

• 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

• 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

• 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

• Tips for call center crisis management amid coronavirus pandemic

  Call centers can receive an influx of calls from customers during times of crisis, such as the COVID-19 pandemic. Here are some steps businesses can take handle the call volume.  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

• 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

• IoT and the customer experience: What to expect in 2020

  Consumers are finding themselves increasingly surrounded by technology that talks to each other. See how retail is incorporating IoT and affecting customer experience.  Continue Reading

• 6 ideas to consider before making a C/4HANA SAP cloud migration

  Moving to SAP's C/4HANA platform may lead to improved CX. However, companies should make some considerations before starting an on-premises to SAP cloud migration.  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

• Video conferencing adoption a growing trend among businesses

  B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results.  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

• 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 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

• 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

• Best practices for initiating chatbot-to-human handoff

  Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents.  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

• How experience-based differentiation can be a CX fast track

  CX is a top priority within organizations, but successful adoption can take time. A framework called experience-based differentiation can help businesses speed up the process.  Continue Reading

• Businesses can achieve 360-degree customer view using AI

  AI can be a powerful tool to analyze large amounts of customer data and improve CX. Here are some areas in which AI can be of assistance in your organization.  Continue Reading

• 4 customer data collection best practices to follow

  Building a good customer data collection strategy can be difficult. These tips explain how to collect data and how to use it to improve customer experience.  Continue Reading

• 4 ways customer feedback benefits marketing strategies

  Leela Srinivasan of SurveyMonkey offered tips on using customer feedback data to inform enterprise marketing strategy during a session at Inbound 2019.  Continue Reading

• Humor in marketing can engage, retain customers

  Humor can be a powerful marketing weapon -- when used correctly. Here are some tips and examples that businesses can use to better connect with customers.  Continue Reading

• The difference between autodialers and predictive dialers

  Some people don't know that a predictive dialer is a type of autodialer. There are, in fact, five broad categories of autodialers contact centers need to know about.  Continue Reading

• 8 live chat best practices for organizations to consider

  Organizations find that live chat can be a means to improve customer experience -- when implemented correctly. Here are some best practices to put into action.  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

• 10 things to know about Google Cloud Contact Center AI

  Google has partnered with more than 90 different companies to roll out its contact center AI. This article lists 10 important things you need to know about the program.  Continue Reading

• 5 Gen Z marketing trends for businesses to consider

  Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips.  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

• Customer success strategies stoke CRM engagement

  Salesforce and other CRM providers use active customer service to increase customer engagement, solve concerns, train users and -- eventually -- bring in repeat business.  Continue Reading

• Customer service vs. customer experience: What's the difference?

  Customer service is an age-old concept, but where does it fit into the customer experience? Here's how the two are different and where they intersect.  Continue Reading

• 3 call routing methods to consider in your contact center

  Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business.  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

• Businesses use AR/VR in CRM to boost customer experience

  Businesses are using augmented reality -- and its cousin virtual reality -- in applications across many industries. Where CRM is concerned, AR/VR may represent a big leap forward.  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

• Best practices for creating chatbot scripts

  The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve.  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

• 4 steps to create a digital marketing strategy

  This four-step approach will help organizations build a digital marketing strategy designed to increase their online presence and attract new customers.  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

• Compare pros and cons of live chat vs. phone support

  Customer experience is king, but it's up to businesses to decide what contact channels to use to deliver it. See how phone support and live chat stack up against each other.  Continue Reading

• 6 live chat benefits to consider in a CX strategy

  Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication.  Continue Reading

• What you need to know about Flow Designer vs. Flow Builder

  Salesforce Flow Designer is on the way out, Flow Builder is in -- sort of. The new update includes features that may not make a big difference for developers.  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

• How to use live chat for lead generation

  Live chat can successfully generate sales leads -- if done right. Here are four steps organizations can take to boost brand loyalty and close the deal.  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

• Salesforce learning resources include free and paid options

  While Salesforce offers a number of free and paid customer success tools to users, nonusers can also benefit through the use of Trailhead and the Trailblazer Community.  Continue Reading

• 7 customer segmentation methods to help connect the dots

  Customer segmentation is essential to marketing, enabling businesses to provide the right people with the right products -- and is a move away from bulk appeals.  Continue Reading

• 5 things to know about Salesforce Customer 360

  Salesforce Customer 360 -- a tool that connects customer data stored in multiple silos -- is currently in beta and will be available to all users later this year.  Continue Reading

• Gaming company boosts call center employee engagement

  Gaming company Electronic Arts boosts customer experience by using a design thinking strategy to improve the employee experience in call centers.  Continue Reading

• 5 crucial ways to prepare for the CXO role

  Technophiles who have experience in sales and marketing, as well as social media awareness, may be best prepared for success in the role of chief experience officer.  Continue Reading

• 5 sales enablement best practices to drive growth

  Sales enablement consists of tools and processes that can help sales agents succeed in their roles, including training, resource availability and team involvement.  Continue Reading

• 6 reasons why self-service options fail

  Customer self-service platforms free up live agents for more complicated issues, but if this software is not kept up to date, users can become frustrated.  Continue Reading

• 6 tips for driving adoption of self-service platforms

  Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here.  Continue Reading

• Call center tips to ensure successful agents

  Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles.  Continue Reading

• Trusting marketing automation with CRM functions

  Marketing automation with CRM frees up resources and improves the efficiency and accuracy of campaigns and lead development, but it still requires a degree of oversight.  Continue Reading

• 6 customer intent metrics to prevent lead dropouts

  Learn about the key metrics marketing teams can use to analyze customer intent, detect leads in danger of dropping out and focus energy on nurturing those leads.  Continue Reading

• Is CRM with social media growing less trustworthy?

  Comments made on social media can sometimes give businesses a skewed perception of consumer sentiment. Learn how to correct the data to inform business decisions.  Continue Reading

• 8 tips for getting rich mystery shopping survey data

  Mystery shopping data is only as good as the overall strategy for collecting it and setting up realistic customer experiences. Here are eight tips for investing your resources wisely.  Continue Reading

• 5 tips for picking a call center customer experience platform

  Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform.  Continue Reading

• 3 call center improvement strategies that boost efficiency

  Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people.  Continue Reading

• Managers learn AI basics with Salesforce Einstein Discovery

  With many successes and failures, companies create their own AI apps with the use of Einstein Discovery. Users discuss their experiences along the way.  Continue Reading

• Salesforce Circles of Success help SMBs get up to speed

  Circles of Success participants connect with other Salesforce users to swap challenges, tips and tricks for rolling out the platform in their businesses.  Continue Reading

• 7 tips for improving marketing technology stacks

  Being deliberate about integrating a new tool into marketing technology stacks will help ensure they produce ROI and makes processes more efficient.  Continue Reading