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Customer experience management News
November 03, 2017
The Dreamforce 2017 conference took place in San Francisco on Nov. 6-9.
September 13, 2017
If your company wants to tap into the emotion and sentiment customers display on social media, social media mapping may be the answer. Learn about one company's approach.
June 30, 2017
In UC news, Avaya announces a platform that combines Oceana and Breeze for omnichannel customer engagement, while a credit union deploys Vidyo for video-banking services.
June 19, 2017
Sprint CMO Roger Sole shares his company's reboot story and explains how technology is radically changing his department's approach to marketing.
Customer experience management Get Started
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A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. Continue Reading
A digital assistant is an application program that can understand natural human language and complete electronic tasks for the end user. Continue Reading
A call center is a centralized department to which phone calls from current and potential customers are directed. Continue Reading
Evaluate Customer experience management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
The right CRM products can give organizations a competitive edge by helping them identify, attract and retain customers. Learn how to select the right tools for your organization. Continue Reading
Choosing the right CRM suite requires meticulous planning, careful consideration of your organization's needs and requirements, and attention to detail. Continue Reading
Manage Customer experience management
Learn to apply best practices and optimize your operations.
While many factors can make or break a sales-service platform merge, three challenges stand out when combining service, sales strategies. Continue Reading
With content management user authentication, you need security. But how much is too much? Here are some best practices to seal vulnerabilities with IAM strategy. Continue Reading
It's hard to prescribe exactly how to integrate social channels with CRM. Your business model -- and finding where your customers hang out -- will show the way. Continue Reading
Problem Solve Customer experience management Issues
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Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
The difference between traditional data governance and rules surrounding the mining of customer data is an extra layer to prevent the 'stalker effect' that turns away business. Continue Reading
Customer data governance policies differ from traditional data governance in several ways. Finding that line between building trust among customers and stalking them is a start. Continue Reading