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Marketing, analytics together improve customer experience

If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics.

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Final check on GDPR requirements for the call center

With GDPR about to go into full force, there are last-minute details and loose ends to tie up to ensure that your call center complies with the necessary regulations.

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Service Hub aimed at helping SMBs with customer interaction

HubSpot's Service Hub, the new customer service product, aims at helping small and medium businesses complete the view of the customer, combined with the company's sales and marketing products.

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What to include in GDPR training for call center agents

The General Data Protection Regulation will affect call center agents. A GDPR plan for call center agent training should cover the expanded definition of PII and more.

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CRM / Call Center Basics

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    Marketing automation platforms merge CRM and content

    Building a martech stack includes a main automation hub such as Marketo, Eloqua, HubSpot or Pardot. Then comes the hard part: picking complementary applications.

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    emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

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    Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

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