A hybrid approach that uses both cloud and premise-based systems can address many of the fears around migrating to cloud tech. (Featured on SmartCustomerService.com.)
Just like new puppies, bots need training before they can become our best friends. (Featured on SmartCustomerService.com.)
Lowering average handling time in the contact center could save millions of dollars per year. (Featured on SmartCustomerService.com.)
Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees. (Featured on SmartCustomerService.com.)
Building the right type of customer service will take an infusion of capital, and here is some advice on where to go for it. (Featured on SmartCustomerService.com.)
Today, when contemplating your intelligent assistance strategy, the real question isn't whether to do it or not, but how to do it. (Featured on SmartCustomerService.com.)
When it comes to a contact center as a service solution, companies should be wary of any tech provider or consultant that tries to sell an in-a-box solution that tries to be all things to all companies. (Featured on SmartCustomerService.com.)
Effectively making use of first- and third-party customer data can enhance a user's brand experience and develop a purchasing process that meets or exceeds expectations.
The next generation of CRM will be for the real estate broker finding a home for a newlywed couple, the architect managing projects and client referrals, or the pharmaceutical rep connecting a healthcare provider with a groundbreaking drug.
Pollsters missed the mark this year. Here's how marketers can avoid misreading their audience.
Knowing what, when, and why your customers are going to buy may seem impossible—unless you use propensity modeling, and use it correctly.
B2B companies are spending big money on digital commerce implementations, but they're not reaping the anticipated benefits.
Accurate product data lays the foundation for a positive omnichannel customer experience.
It's great when people read your emails. It's even better when they click your links.
In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far. (Featured on SmartCustomerService.com.)
With the right tools, agents can be just as effective as technologies coming into use in the contact center. (Featured on SmartCustomerService.com
Done right, knowledge management can be the secret to customer service success. (Featured on SmartCustomerService.com.)
The tendency is to look at speech analytics as a quick fix, but it should be part of a larger process that takes time and effort to perfect. (Featured on SmartCustomerService.com.)
Application cost, deployment flexibility, system capabilities, and user controls should be considered when determining which contact center environment is right for your business. (Featured on SmartCustomerService.com.)
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