Tips
Tips
-
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
-
4 types of loyalty programs and their benefits
Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at four loyalty programs and what they offer. Continue Reading
-
Key steps for an e-commerce planning process
E-commerce can help organizations grow their business online, but the venture brings the most success if planned properly. These steps can start organizations on the right path. 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 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
-
5 ways to use social media in supply chain management
Amid a supply chain crisis, customers often turn to social media to voice frustration. Organizations need honesty, empathy and informative content to help disgruntled customers. 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 create a customer loyalty program in 9 steps
A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program. Continue Reading
-
The role of customer service in the supply chain
Amid a supply chain crisis, delays can cause customer satisfaction to plummet. Organizations must use transparency, personalization and empathy to enhance customer service efforts. Continue Reading
-
5 best practices for customer journey mapping
As CX teams create customer journey maps, they must set clear goals, collect feedback and embrace creativity. Failure to follow best practices can leave teams with inaccurate data. Continue Reading
-
4 real-world customer journey map examples
Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward. 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
-
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
-
Compare pros and cons of live chat vs. phone support
Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other. Continue Reading
-
Understanding the 3 types of CRM systems
To get the most out of a CRM system, organizations must decide whether an operational, analytical or collaborative CRM system is right for them. Continue Reading
-
7 reasons why businesses need mobile apps
Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX. 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
-
5 upcoming CCaaS trends to watch
As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Continue Reading
-
Best practices for initiating chatbot-to-human handoff
Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration. Continue Reading
-
How the convergence of UCaaS and CCaaS affects businesses
The UCaaS and CCaaS markets began to converge so organizations could handle internal and external communications on one platform. But integration requires planning and consideration. 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
-
How do experience maps vs. customer journey maps differ?
Customer experience maps and customer journey maps serve as the blueprints for buyer interactions. Despite these maps' similarities, they play different roles in organizations. Continue Reading
-
First-party vs. third-party cookies: What's the difference?
First-party cookies track user engagement, while third-party cookies are central to many marketing and sales strategies. Yet the two types are more similar than one might think. Continue Reading
-
Field service management software vendors to know in 2022
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
-
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
-
The future of field service management and trends for 2022
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
-
Top 5 challenges in field service management
Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. 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
-
Benefits of moving to a cloud contact center
Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition. Continue Reading
-
How to train contact center agents remotely
As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started. Continue Reading
-
How to choose the right CRM software for your organization
Choosing the right CRM software can be daunting for organizations. Follow these five steps and best practices to ensure the search, adoption and deployment processes go smoothly. Continue Reading
-
How relationship marketing works, its pros, cons and levels
An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones. Continue Reading
-
5 popular revenue operations platforms to know
The right revenue operations platform can unite the sales and marketing teams and drive revenue growth. Continue Reading
-
10 voice of the customer tools to consider
A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
-
Inside 5 big-name relationship marketing strategy examples
How does Nike form an emotional bond with sneakerheads? How does Starbucks know what latte flavors customers want? The answer lies in their relationship marketing strategies. 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
-
Top 10 contact center platforms of 2021
Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip. Continue Reading
-
Best practices for call center agent training programs
Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles. Continue Reading
-
What to ask in a voice of the customer questionnaire
An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services. Continue Reading
-
Getting started with a revenue operations strategy
A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps. Continue Reading
-
7 best practices for a voice of the customer program
A voice of the customer program can be tremendously fruitful for an organization -- if it is done well. 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
-
5 real-world multichannel marketing examples
Companies with effective multichannel marketing focus on brand reach, message, consistency, engagement and experience. It's important to meet customers on platforms they prefer. Continue Reading
-
On-premises vs. cloud contact center: What's the difference?
On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit. Continue Reading
-
6 steps to create a contact center RFP
As CX leaders plan a contact center RFP, they should follow these six steps -- including conducting research and asking relevant questions -- to ensure a successful result. Continue Reading
-
How to define contact center technology requirements
Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider. Continue Reading
-
6 personalization software options to know in 2021
Personalization software enables marketing teams to customize experiences for customers. There are many options to choose from with varying capabilities. Continue Reading
-
Sentiment analysis: Why it's necessary and how it improves CX
Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading
-
6 ways to use analytics to improve customer engagement
Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have. Continue Reading
-
10 sentiment analysis tools to consider
Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need. Continue Reading
-
Top 5 personalized marketing examples and their takeaways
Personalization is a marketing tactic that is easy to get wrong. Learn from the best with five examples of successful campaigns that used personalization. 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
-
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
-
How the Salesforce-Zoom integration benefits sales
Video conferencing is now the primary form of communication for sales and marketing teams that rely heavily on meetings. The Salesforce Zoom integration increases efficiency. 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
-
10 technologies to transform customer experience in 2021
AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. 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
-
6 demand-generation strategies to drive business
Among the demand-generation activities to increase awareness of a business's products and services are creating buyer personas and investing in content creation. 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
-
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
-
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
-
21 lead generation tools to fill the sales funnel
While live events are on hiatus, there are other tools that businesses can use to generate sales leads, such as email tracking, marketing automation and social media. Continue Reading
-
Sales funnel vs. flywheel: How sales and marketing has evolved
The sales funnel is evolving into a more customer-centric approach named the flywheel. These processes approach sales and marketing differently, but both are useful. Continue Reading
-
Evaluate call center outsourcing costs and benefits
Outsourcing call center operations can take some financial burden off businesses -- depending on what partner they choose. But there can also be some drawbacks. 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
-
4 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
-
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
-
How businesses can benefit from a self-service strategy
Self-service channels can save businesses money while improving the customer experience -- if done right. Here are some tips to keep in mind when building a self-service strategy. Continue Reading
-
How to collect customer data to improve overall retail CX
Businesses need data to predict and adjust to customer wants and needs, but first, they need to figure out how to collect it. One option is to use a digital CX software. 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
-
Key strategies to build and monitor customer loyalty and trust
Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic. 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
-
A look at contact center technology and support costs
With so many technology options available to contact centers, per-agent spending can vary greatly. It's up to businesses to figure out what technology matters most to them. Continue Reading
-
Creating the right self-service content for customers
Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly. 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 create customer profiles with examples
Creating customer profiles gives brands a deep understand of their customers' needs and behaviors and results in more successful marketing strategies. Here are steps to get started. Continue Reading
-
7 benefits of customer experience management
There are many benefits of a customer experience management strategy, including a reduced customer churn rate, lower marketing costs and improved crisis management. 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
-
8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading
-
How to comprehensively personalize the customer experience
A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started. Continue Reading
-
7 key customer experience metrics to measure
Net Promoter Score is the most popular customer metric, but it's not the only one for CX teams to measure. Understand which metrics to track and how to calculate them. 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
-
Why hyper-personalization is an essential marketing strategy
Using AI to personalize marketing strategies can be a business's golden ticket to improved customer experience. As a result, hyper-personalized marketing is essential. Continue Reading
-
10 ways to improve the customer experience today
Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey. Continue Reading
-
10 steps to create a voice of the customer program
One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch. 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
-
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
-
How data from APM tools helps businesses improve CX
Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Continue Reading