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Tips for enhancing a contact center management strategy

Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert.


Salesforce Lightning upgrade revealed

The Salesforce Lightning platform plans for 2016 spell big changes to the way users interact with CRM systems -- and it may encroach on Salesforce's partner ecosystem.


Can Salesforce Community Cloud stir enterprise collaboration?

Can Salesforce Community Cloud succeed in enterprise social networking where the competition has failed?


Heroku Enterprise debuts in Salesforce App Cloud

Salesforce App Cloud now sports Heroku Enterprise, a platform as a service offering that lets customers and partners build applications on top of the Salesforce platform.

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CRM / Call Center Basics

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    account-based marketing (ABM)

    Account-based marketing (ABM) is a marketing approach that aims for greater efficiency and higher revenue by targeting high-value accounts rather than a broader pool of leads.

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    customer account record

    A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.

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    Tools for better omnichannel customer service

    Contact center agents can better approximate an omnichannel customer experience with the right tools, such as a single user interface for customer information.

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