Tips

Tips

• Benefits of moving to a cloud contact center

  Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition.  Continue Reading

• How to train contact center agents remotely

  As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started.  Continue Reading

• How to choose the right CRM software for your organization

  Choosing the right CRM software can be daunting for organizations. Follow these five steps and best practices to ensure the search, adoption and deployment processes go smoothly.  Continue Reading

• How relationship marketing works, its pros, cons and levels

  An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones.  Continue Reading

• 5 popular revenue operations platforms to know

  The right revenue operations platform can unite the sales and marketing teams and drive revenue growth.  Continue Reading

• 10 voice of the customer tools to consider

  A voice of the customer tool is invaluable for creating an action plan to improve the customer experience.  Continue Reading

• Inside 5 big-name relationship marketing strategy examples

  How does Nike form an emotional bond with sneakerheads? How does Starbucks know what latte flavors customers want? The answer lies in their relationship marketing strategies.  Continue Reading

• Top 7 call center agent performance metrics to track

  To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive.  Continue Reading

• Top 10 contact center platforms of 2021

  Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip.  Continue Reading

• Best practices for call center agent training programs

  Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles.  Continue Reading

• What to ask in a voice of the customer questionnaire

  An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services.  Continue Reading

• Getting started with a revenue operations strategy

  A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps.  Continue Reading

• 7 best practices for a voice of the customer program

  A voice of the customer program can be tremendously fruitful for an organization -- if it is done well.  Continue Reading

• Why businesses need voice of the customer analytics

  With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics.  Continue Reading

• 5 real-world multichannel marketing examples

  Companies with effective multichannel marketing focus on brand reach, message, consistency, engagement and experience. It's important to meet customers on platforms they prefer.  Continue Reading

• On-premises vs. cloud contact center: What's the difference?

  On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit.  Continue Reading

• 6 steps to create a contact center RFP

  As CX leaders plan a contact center RFP, they should follow these six steps -- including conducting research and asking relevant questions -- to ensure a successful result.  Continue Reading

• How to define contact center technology requirements

  Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider.  Continue Reading

• 6 personalization software options to know in 2021

  Personalization software enables marketing teams to customize experiences for customers. There are many options to choose from with varying capabilities.  Continue Reading

• Sentiment analysis: Why it's necessary and how it improves CX

  Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX.  Continue Reading

• 6 ways to use analytics to improve customer engagement

  Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have.  Continue Reading

• 10 sentiment analysis tools to consider

  Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need.  Continue Reading

• Top 5 personalized marketing examples and their takeaways

  Personalization is a marketing tactic that is easy to get wrong. Learn from the best with five examples of successful campaigns that used personalization.  Continue Reading

• 4 tips for creating a personalized marketing strategy

  Companies must deliver relevant content and personalize their marketing strategies if they want to see an increase in revenue and brand loyalty.  Continue Reading

• The future of personalization in marketing

  One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition.  Continue Reading

• 10 lead scoring best practices to improve sales efficiency

  Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads.  Continue Reading

• How to craft an effective multichannel marketing strategy

  Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses.  Continue Reading

• 4 tips for effectively handling emails in a call center

  New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies.  Continue Reading

• The top real estate CRM software

  Today's competitive real estate market highlights the importance of CRM systems that provide listings management and property tracking, as well as typical CRM system features.  Continue Reading

• Empathy in customer experience drives company success

  Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company.  Continue Reading

• 5 ways to improve a customer self-service strategy

  In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options.  Continue Reading

• How the Salesforce-Zoom integration benefits sales

  Video conferencing is now the primary form of communication for sales and marketing teams that rely heavily on meetings. The Salesforce Zoom integration increases efficiency.  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

• 10 technologies to transform customer experience in 2021

  AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience.  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

• 6 demand-generation strategies to drive business

  Among the demand-generation activities to increase awareness of a business's products and services are creating buyer personas and investing in content creation.  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

• 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

• 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

• 21 lead generation tools to fill the sales funnel

  While live events are on hiatus, there are other tools that businesses can use to generate sales leads, such as email tracking, marketing automation and social media.  Continue Reading

• Sales funnel vs. flywheel: How sales and marketing has evolved

  The sales funnel is evolving into a more customer-centric approach named the flywheel. These processes approach sales and marketing differently, but both are useful.  Continue Reading

• Evaluate call center outsourcing costs and benefits

  Outsourcing call center operations can take some financial burden off businesses -- depending on what partner they choose. But there can also be some drawbacks.  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

• 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

• How to collect customer data to improve overall retail CX

  Businesses need data to predict and adjust to customer wants and needs, but first, they need to figure out how to collect it. One option is to use a digital CX software.  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

• 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

• 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

• 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

• 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