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The ultimate guide to contact center modernization
Advanced technologies, omnichannel support, agent performance, data security and ROI are keys to modernizing contact centers, but AI integration and customer personalization dominate.
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10 must-have contact center skills for agents in 2024
Contact center agents must have a wide range of interpersonal and technological skills to interact with customers and resolve their issues in a timely and empathetic manner.
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10 best practices for contact center quality assurance
To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere.
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15 essential contact center features
Today's multifunctional contact centers must cut through the product hype and incorporate software features that meet customer demands for fast, seamless and personalized service.
Trending Topics
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Marketing & Sales Get Started
The top 7 video marketing trends
Video marketing trends, such as user-generated content, influencer marketing and virtual and hybrid events, can help brands expand their reach and engage more customers.
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E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
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Customer Service & Contact Center Evaluate
The ultimate guide to contact center modernization
Advanced technologies, omnichannel support, agent performance, data security and ROI are keys to modernizing contact centers, but AI integration and customer personalization dominate.
-
Customer Experience Management Get Started
Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.
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Customer Data Management News
SupportLogic acquires xFind for customer service experience AI
Startup SupportLogic buys xFind to add generative AI to its service analytics platform, and in the process takes on much larger competition such as Qualtrics, Medallia and Verint.
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CRM Tools & Strategy Get Started
10 tips to improve customer retention
Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates.
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Evaluate
The ultimate guide to contact center modernization
Advanced technologies, omnichannel support, agent performance, data security and ROI are keys to modernizing contact centers, but AI integration and customer personalization dominate.
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15 essential contact center features
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10 ideas for a post-cookies marketing strategy
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9 omnichannel marketing platforms to consider
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Problem Solve
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers.
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How to create an omnichannel marketing strategy
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How to find the customer journey moments of truth
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6 challenges of omnichannel marketing
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Manage
10 must-have contact center skills for agents in 2024
Contact center agents must have a wide range of interpersonal and technological skills to interact with customers and resolve their issues in a timely and empathetic manner.
-
Customer experience vs. user experience: What's the difference?
-
8 contact center metrics to improve agent performance and CX
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7 contact center trends for 2024 and beyond
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Customer Experience Basics
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Get Started
The top 7 video marketing trends
Video marketing trends, such as user-generated content, influencer marketing and virtual and hybrid events, can help brands expand their reach and engage more customers.
-
Get Started
10 best practices for contact center quality assurance
To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere.
-
Get Started
10 tips to improve customer retention
Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates.
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The evolution of chatbots and generative AI
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The history and evolution of CRM
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News
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Marketing and sales
Adobe rolls out B2B generative AI app for CRM, marketing
As enterprises determine where the value is in deploying and paying for generative AI in their marketing and sales operations, Adobe releases its own entrant.
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Customer data management
SupportLogic acquires xFind for customer service experience AI
Startup SupportLogic buys xFind to add generative AI to its service analytics platform, and in the process takes on much larger competition such as Qualtrics, Medallia and Verint.
-
E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
Customer Experience Definitions
- What is a 360-degree customer view?
- What are virtual agents and how are they being used?
- What is first call resolution (FCR)?
- What is the law of diminishing returns?
- What is an abandoned call?
- What is an outbound call?
- What is lead-to-revenue management (L2RM)?
- What is relationship marketing?