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Learn to apply best practices and optimize your operations.

• The 5 indicators of healthy sales-marketing alignment

  How can a business ensure sales and marketing teams communicate and are on the same page? Ask these five questions and make sure both teams share a common language. Continue Reading

• 4 components of a customer obsession model

  Customer-obsessed organizations put customers at the heart of their operations. A customer obsession model requires important elements like a data strategy and leadership support. Continue Reading

• Monitor generative AI in customer experiences -- or else

  As marketers and customer service leaders deploy generative AI tools that tech vendors are rapidly commercializing, they should monitor U.S. FTC guidance. Continue Reading

• CXM vs. CRM: Which platform is best for your business?

  CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. Continue Reading

• How to create customer profiles, with examples

  Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started. Continue Reading

• 6 risks of ChatGPT in customer service

  Despite ChatGPT's customer service benefits, organizations must understand the technology's risks, such as fabricated information, bias and security concerns.Continue Reading

• Top 10 customer data privacy best practices

  To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings.Continue Reading

• How to avoid greenwashing as a marketer

  Greenwashing can erode customer trust and damage brand reputation. To avoid it, organizations can offer evidence to support their claims and use sustainability certifications.Continue Reading

• partner relationship management (PRM)

  Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners that sell their products.Continue Reading

• Advice for marketing personalization

  Business professionals have become numb to the plethora of marketing emails they receive every day. However, personalized messaging can grab their attention.Continue Reading

• 7 customer success best practices

  Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.Continue Reading

• Why is sustainable marketing important?

  On a grand scale, sustainable marketing brings awareness to environmental and social issues. On a business level, this practice can improve brand loyalty and worker engagement.Continue Reading

• 5 examples of e-commerce content marketing strategies

  Content marketing strategies with personalization, thought leadership research, SEO and diverse content types can help e-commerce companies reach and engage more customers.Continue Reading

• Field service management software vendors to know in 2023

  The COVID-19 pandemic turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Find out which features vendors offer.Continue Reading

• The future of field service management and trends for 2023

  Contactless, cashless and self-service abilities mark the new standards for field service. The future of field service brings flexibility and convenience for workers and customers.Continue Reading

• 6 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

• 4 types of customer data platforms

  Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data.Continue Reading

• 5 examples of personalization strategies

  These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers.Continue Reading

• 10 e-commerce marketing strategies for your business

  Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.Continue Reading

• Business benefits of a customer self-service strategy

  Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy.Continue Reading

• Top e-commerce challenges for 2023 and how to overcome them

  2023 will bring many e-commerce challenges that were exacerbated by the COVID-19 pandemic, like international trade and rising customer expectations. Here's how to overcome them.Continue Reading

• Top 8 workforce optimization software tools to consider

  Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9.Continue Reading

• 10 tips to enhance and promote self-service platforms

  Self-service platforms should be visible to customers, emphasized across all touchpoints and meet customers' needs. These tips can help enhance and promote self-service.Continue Reading

• Why is customer self-service important for contact centers?

  The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers.Continue Reading

• How to create a zero-party data strategy

  Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.Continue Reading

• Top 10 e-commerce software companies

  E-commerce platforms can help organizations design and operate engaging online shops. Companies like SAP have offerings for large enterprises, whereas GoDaddy and Wix target SMBs.Continue Reading

• How to market a loyalty program effectively

  Loyalty programs boost customer retention, but organizations must first convince customers to sign up. Marketers can incentivize referrals and use mobile apps to gain enrollment.Continue Reading

• AI chatbots don't need to be sentient, they just need to work

  Chatbot users, vendors and ex-Google engineer Blake Lemoine discuss what is needed to make current chatbot tech more effective for customer service organizations.Continue Reading

• Understanding the customer journey on a mobile app

  Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical.Continue Reading

• How to fit customer experience security into your strategy

  Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX.Continue Reading

• What's the difference between SCM and CRM?

  CRM platforms track customer interactions, whereas SCM platforms track materials and product shipments. Tech buyers should know how these platforms differ before making a purchase.Continue Reading

• 5 customer journey phases for businesses to understand

  The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success.Continue Reading

• What are the benefits and challenges of CRM?

  CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.Continue Reading

• The future of DMPs in a post-cookies world

  DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.Continue Reading

• Smart brands will change approach to marketing email, cookies

  You'd think marketers got the hint to move past third-party cookies and marketing emails once Google, Apple and regulators all stepped in to protect consumers. Not yet.Continue Reading

• Call center compliance checklist for hybrid workforces

  As many call centers embraced remote work amid the COVID-19 pandemic, compliance became difficult to monitor. A checklist can help call center managers maintain proper compliance.Continue Reading

• Will Google kill third-party cookies?

  The end of third-party cookies has been on the horizon for years. For marketers, this termination means finding new strategies and alternatives to third-party data.Continue Reading

• customer-managed relationship (CMR)

  A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, apps and perhaps internet capability to encourage the customer to control access to information and ordering.Continue Reading

• How to manage remote call center agents

  Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance.Continue Reading

• Call center security best practices to protect customer data

  If customers know an organization can keep their data safe, they have more positive experiences. These best practices can help establish trust and keep data safe in call centers.Continue Reading

• How to train agents on call center fraud detection

  Poorly trained call center agents are easy targets for bad actors. Organizations must prepare for call center fraud with proper agent training and anti-fraud technologies.Continue Reading

• The future of customer service: 12 trends to watch

  Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.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

• 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

• 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

• 3 ways to attract customers to your online store

  Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest.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

• The 7 most effective ways to connect with customers

  Businesses need to prioritize building a connection with customers. By doing so, companies get to know their customers on a personal level and can better serve their needs.Continue Reading

• How to create a customer satisfaction survey

  Businesses need to have a plan in place before sending out customer satisfaction surveys. Acting on customer feedback is just as important as collecting it.Continue Reading

• What the loss of third-party cookies means for IT departments

  Due to browsers and companies making it all but impossible to use third-party cookies, companies should consider a strong foundation of customer data to stay relevant.Continue Reading

• Prioritize human-centric CX and EX to survive the pandemic

  Ricardo Saltz Gulko breaks down why businesses should consider a human-centric approach to employee and customer experience, and provides six principles upon which to do so.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

• 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

• How listening to the voice of the customer benefits businesses

  Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world.Continue Reading

• 7 ways to avoid remote work burnout in call centers

  Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout.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

• How to write a marketing email: 10 tips

  There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization.Continue Reading

• Build trust in technology by reimagining customer experiences

  During this uncertain time created by the pandemic, brands that win their customers' trust and add value through services will stand head and shoulders above the competition.Continue Reading

• Why social media is key to collecting customer feedback

  Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback.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

• Contact center roles shift from cost center to profit center

  Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces.Continue Reading

• Call center customer experience ROI is more about metrics

  When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores.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

• CRM (customer relationship management)

  Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.Continue Reading

• How can companies handle CX opportunities during COVID-19?

  The COVID-19 impact on in-person shopping experiences has changed customer service expectations; now companies must find ways to compete in e-commerce against Amazon and others.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

• 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

• Diversity in customer experience hinges on root-cause analysis

  Sandra Mathis and Stephanie C. Harris discuss diversity and inclusion, and the necessity of addressing them at an internal level before customers see change.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

• 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

• Simplify employee and customer experiences to adapt and grow

  Ricardo Saltz Gulko breaks down how organizations can focus on improving employee and customer experience by simplifying complex processes.Continue Reading

• 9 skills that call center agents need for success

  Contact centers accommodate all channels of communication, which means hiring managers must train call center agents to keep up with customer demands.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 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

• 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

• 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

• 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

• 10 ways to improve CX when developing virtual agents

  Consider these 10 methods when building new virtual agents for your clients to help balance design, user experience, technical feasibility and business value.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

• Brands focus on messaging, empathy in crisis marketing mode

  There is no single way for businesses to approach marketing in a crisis, but no matter how they choose to address the situation, they must be sensitive to their customers.Continue Reading

• 4 best practices for call center management

  An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly.Continue Reading

• Preparing your customer experience strategies for the new normal

  As companies prepare to reopen following the lengthy shutdown due to the pandemic, they need to learn how their customers feel and how best to adapt to serve them.Continue Reading

• Building customer relationships is central to loyalty

  Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales.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

• Life and business post-COVID-19 for employees and companies

  The COVID-19 pandemic has changed how companies interact with both employees and customers. Karl Sharicz offers a look at what he sees from a CX perspective going forward.Continue Reading

• 3 key training areas for remote sales success

  Remote work is easy for some departments, but sales teams may struggle without in-person interactions. Businesses should train sales reps to be successful while working from home.Continue Reading

• Email, social media marketing strategies adjust amid COVID-19

  Businesses lean on email, social media marketing and softer brand messaging to keep customers engaged while the coronavirus keeps the world quarantined at home.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

• Educate, empathize in social media strategy during coronavirus

  Social media offers an opportunity to connect during a period of isolation, but brands should be careful when adjusting social media strategies. Here are some words of advice.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

• 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