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• What is Salesforce Platform (formerly Force.com)?

  Salesforce Platform (formerly known as Force.com) is a platform as a service (PaaS) product that simplifies the development and deployment of cloud-based applications and websites. Continue Reading

• The role of machine learning in multitouch attribution

  As customer journeys have become more complex, marketers often struggle to determine which touchpoints lead to sales. Explore how machine learning can help. Continue Reading

• Apple Watch

  Apple Watch is a wearable smartwatch that allows users to accomplish a variety of tasks, including making phone calls, sending text messages and reading email. Continue Reading

• What is Salesforce Commerce Cloud?

  Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive more automation and provide customers with seamless shopping experiences. Continue Reading

• 7 essential steps to create a contact center RFP

  Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision. Continue Reading

• Definitions to Get Started

  • What is UCaaS? Unified communications as a service guide
  • IP telephony (Internet Protocol telephony)
  • What is HR technology (human resources tech)?
  • What is compensation management?

  • What is talent management? Definition, basics and strategy
  • What is core HR (core human resources)?
  • What is HRIS (human resources information system)?
  • What is manager self-service?

  View All Definitions

• Benefits and challenges of contact center benchmarking

  Contact center benchmarking can help organizations allocate spending and improve CX. Yet, common pitfalls, such as a lack of qualitative data, can negatively affect efforts.Continue Reading

• What is multichannel marketing?

  Multichannel marketing refers to the practice of companies interacting with customers via multiple direct and indirect channels to sell them goods and services.Continue Reading

• What is digital experience (DX)?

  Digital experience (DX), also known as 'digital user experience' (UX), is the take-away feeling an end user has after an experience in a digital environment or with a digital technology or device.Continue Reading

• What is a contact center?

  A contact center is a central point from which organizations manage all customer interactions across various channels.Continue Reading

• What is voice recognition and how does it work?

  Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.Continue Reading

• 5 common issues with an ERP implementation

  ERP implementations are complicated processes that can easily go awry. Learn about some of the most common issues and ways to avoid them before they occur.Continue Reading

• How to take advantage of Copilot for SharePoint

  Copilot -- Microsoft's AI chatbot tool -- works in several other apps, including SharePoint. Together, Copilot and SharePoint can simplify site and content creation.Continue Reading

• What is employee self-service (ESS)?

  Employee self-service (ESS) is a widely used human resources technology that enables employees to perform many job-related functions that were once largely paper-based, or otherwise maintained by management, administrative or HR staff.Continue Reading

• What is podcasting?

  Podcasting is the preparation and distribution of digital audio files to the computers of subscribed users using Really Simple Syndication (RSS) feeds.Continue Reading

• Are virtual machines safe for end users?

  Virtual machine security is a complicated topic because there are many factors that can determine their security posture. Learn how to evaluate these factors.Continue Reading

• What is Open Platform Communications (OPC)?

  Open Platform Communications (OPC) is an interoperability standard for secure data exchange in industrial automation and other areas.Continue Reading

• 4 information governance challenges and how to overcome them

  Organizations often neglect information governance in favor of more revenue-generating initiatives. This leads to challenges with information growth and fragmented systems.Continue Reading

• 7 essential strategies for upskilling managers

  Some people may be born with innate managerial capabilities, but most people need training. Learn more about HR's role in upskilling managers and the value of the training.Continue Reading

• What is customer segmentation?

  Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits.Continue Reading

• What is customer experience (CX) and why is it important?

  Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services.Continue Reading

• What are buyer personas?

  A buyer persona is a composite representation of a specific type of customer in a market segment.Continue Reading

• History and evolution of contact centers

  Alexander Graham Bell, Steve Jobs and the Baby Bells played notable roles in the contact center's transformation into the front line of communication for businesses and customers.Continue Reading

• The top 7 video marketing trends

  Video marketing trends, such as user-generated content, influencer marketing and virtual and hybrid events, can help brands expand their reach and engage more customers.Continue Reading

• What is a voice user interface (VUI)?

  A voice user interface (VUI) is a type of interface that relies on speech recognition technology to enable users to interact with an application or device through voice commands.Continue Reading

• Electronic vs. digital signatures: What's the difference?

  Many people think e-signature and digital signature are interchangeable terms, but an electronic signature differs from a digital one in critical ways.Continue Reading

• 10 best practices for contact center quality assurance

  To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere.Continue Reading

• What is DEI? Understanding Diversity, Equity and Inclusion in HR

  Diversity, equity and inclusion is a term used to describe policies and programs that promote the representation and participation of different groups of individuals.Continue Reading

• 10 tips to improve customer retention

  Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates.Continue Reading

• What is telephony?

  Telephony is technology associated with interactive communication between two or more physically distant parties using the electronic transmission of data.Continue Reading

• Quiz: Test your knowledge of information governance best practices

  As strict privacy laws challenge organizations, information governance is the answer. This quiz can help business leaders test their knowledge of information governance basics.Continue Reading

• What is a 360-degree customer view?

  The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view.Continue Reading

• Customer experience vs. user experience: What's the difference?

  Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.Continue Reading

• What is the bullwhip effect?

  The bullwhip effect is a supply chain phenomenon describing how small fluctuations in demand at the retail level can cause progressively larger fluctuations in demand at the wholesale, distributor, manufacturer and raw material supplier levels.Continue Reading

• What is payroll software?

  Payroll software automates the process of paying salaried, hourly and contingent employees.Continue Reading

• 7 steps to migrate ECM systems to the cloud

  Enterprise content management systems can become outdated, prompting a migration to cloud-based options. Follow these seven steps to ensure a smooth migration.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

• What is SIP trunking (Session Initiation Protocol trunking)?

  Session Initiation Protocol (SIP) trunking is a service a communications service provider offers that uses the protocol to provision voice over IP (VoIP) and multimedia connectivity between an on-premises phone system and the public switched ...Continue Reading

• What is a content management system (CMS)?

  A content management system (CMS) is a software application that lets users create, edit, collaborate on, publish and store digital content.Continue Reading

• What is first call resolution (FCR)?

  First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call.Continue Reading

• Understanding the use cases of Copilot for Microsoft 365

  Copilot is a powerful generative AI technology with lots of integrations with Microsoft technology. But the usefulness of this tool will be driven by enterprise use cases.Continue Reading

• What is inventory management?

  Inventory management is the component of supply chain management that tracks and supervises noncapitalized assets -- or inventory -- and stock items.Continue Reading

• What is ERP security and why is it critical?

  An ERP system is vulnerable whether it's on premises or in the cloud, and supply chain attacks continue to increase. Learn why it's important to secure your company's ERP software.Continue Reading

• What is the law of diminishing returns?

  The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant.Continue Reading

• Microsoft Copilot Copyright Commitment explained

  The copyright laws around generative AI-created content are still somewhat unclear, so organizations should look to Microsoft's copyright protections for guidance.Continue Reading

• What is computer-aided software engineering (CASE)?

  Computer-aided software engineering (CASE) describes a broad set of labor-saving tools and methods used in software development and business process modeling.Continue Reading

• What is an abandoned call?

  An abandoned call is a call or other type of contact initiated to a call center or contact center that is ended before any conversation occurs.Continue Reading

• What is an inbound call?

  An inbound call is typically initiated by a customer to a call center or contact center.Continue Reading

• What is Infor?

  Infor is a New York-based vendor of ERP and other enterprise business software.Continue Reading

• What is an outbound call?

  An outbound call is one initiated by a contact center agent to prospective customers and focuses on sales, lead generation, telemarketing and fundraising.Continue Reading

• What is lead-to-revenue management (L2RM)?

  Lead-to-revenue management (L2RM) is a set of sales and marketing methods focusing on generating revenue throughout the customer life cycle.Continue Reading

• What is relationship marketing?

  Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales.Continue Reading

• How to develop an ECM strategy and roadmap

  Deploying an enterprise content management system requires careful forethought. Before implementing an ECM platform, enterprises should follow these steps.Continue Reading

• contact center burnout

  Contact center burnout refers to physical, emotional and mental exhaustion experienced by contact center employees.Continue Reading

• Why does data privacy matter in marketing?

  Marketers frequently use customer data for their strategies. They must properly secure that information, so they comply with privacy laws and customers trust the business.Continue Reading

• contact center agent (call center agent)

  A contact center agent is a person who handles incoming or outgoing customer communications for an organization.Continue Reading

• contact center management

  Contact center management is the process of overseeing contact center operations with the goal of providing an outstanding customer experience in an effective and efficient manner.Continue Reading

• 8 benefits of a modern contact center

  Contact centers and their multifunctional capabilities can provide businesses with a competitive edge through improved agent performance, customer engagement and brand loyalty.Continue Reading

• HireVue

  HireVue is an enterprise video interviewing technology provider of a platform that lets recruiters and hiring managers screen candidates and conduct live interviews over the internet.Continue Reading

• Human Resource Certification Institute (HRCI)

  Human Resource Certification Institute (HRCI) is a U.S.-based credentialing organization offering certifications to HR generalists, administrators and managers.Continue Reading

• e-recruitment (e-recruiting)

  E-recruitment is an umbrella term for any electronic-based recruiting and recruitment management activity.Continue Reading

• The 7 stages of enterprise content lifecycle management

  Content lifecycle management is where business process management, content and records management intersect. Learn more about this process and its key stages.Continue Reading

• software patch

  A software patch or fix is a quick-repair job for a piece of programming designed to resolve functionality issues, improve security or add new features.Continue Reading

• 5 SharePoint migration tools to consider

  Moving years' worth of SharePoint data out of on-premises storage to the cloud can be daunting, so choosing the correct migration tool is an essential first step.Continue Reading

• enterprise search

  Enterprise search is a type of software that lets users find data spread across organizations' internal repositories, such as content management systems, knowledge bases and customer relationship management (CRM) systems.Continue Reading

• digital marketing

  Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies.Continue Reading

• contact center schedule adherence

  Contact center schedule adherence is a standard metric used in business contact centers to determine whether contact center agents are working the amount of time they are scheduled to work.Continue Reading

• 12 benefits of customer retention

  Customer retention can help organizations better understand their current customers' needs, issues and desires, so they can better support them and target more prospects.Continue Reading

• 5 real-world examples of omnichannel marketing

  The most successful marketing strategies reach customers where they are, on every available channel. Here, explore examples of omnichannel marketing strategies from real companies.Continue Reading

• unified communications (UC)

  Unified communications (UC) is an umbrella term for the integration of multiple enterprise communication tools -- such as voice calling, video conferencing, instant messaging (IM), presence and content sharing -- into a single, streamlined interface...Continue Reading

• enterprise document management (EDM)

  Enterprise document management (EDM) is a strategy for overseeing an organization's paper and electronic documents so they can be easily retrieved in the event of a compliance audit or subpoena.Continue Reading

• ADP Mobile Solutions

  ADP Mobile Solutions is a self-service mobile app that enables employees to access work records such as pay, schedules, timecards, retirement funds, benefits and calendars.Continue Reading

• Test your headless CMS knowledge

  Do you know what headless content management systems are, how they work and when organizations should consider using them? Test your knowledge of headless CMSes with this quiz.Continue Reading

• Industry 4.0

  Industry 4.0 refers to the fourth industrial revolution and the cyber-physical transformation of manufacturing.Continue Reading

• 9 keys to a killer recruitment marketing strategy

  In a hiring market that presents unprecedented challenges, every HR and recruiting team needs to develop a marketing strategy to attract top-notch candidates. Here's how.Continue Reading

• director of employee engagement

  Director of employee engagement is one of the job titles for a human resources (HR) manager who is responsible for an organization's employee engagement strategy.Continue Reading

• 5 tips for inclusive hybrid meetings

  For successful hybrid meeting collaboration, businesses need to empower remote and on-site employees with a full suite of features and high-quality gear.Continue Reading

• digital HR

  Digital HR is the digital transformation of HR services and processes through the use of social, mobile, analytics and cloud (SMAC) technologies.Continue Reading

• Patch management vs. vulnerability management: Key differences

  Although patch and vulnerability management are intertwined, they differ in critical ways. It's important to have distinct tools and processes to execute both effectively.Continue Reading

• Bluetooth

  Bluetooth is a telecommunications industry specification that describes how mobile devices, computers and other endpoints can easily communicate with each other using a short-range wireless connection.Continue Reading

• Learn about skills-based job descriptions, candidate testing

  As skills-based hiring continues to increase in popularity, HR staff should learn best practices for writing the appropriate job descriptions. Learn more.Continue Reading

• 9 SharePoint best practices

  The breadth of SharePoint's features can make it a challenging tool to implement and maintain. These best practices can keep content managers on track.Continue Reading

• Slack software

  Slack software is a cloud-based messaging application that enables the personnel in an organization to connect and collaborate.Continue Reading

• chatbot

  A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions.Continue Reading

• employee onboarding and offboarding

  Employee onboarding involves all the steps needed to get a new employee successfully deployed and productive, while offboarding involves separating an employee from a firm.Continue Reading

• recruitment

  Recruitment is the process of finding, screening, hiring and onboarding qualified job candidates.Continue Reading

• How to create a simple supply chain map

  A simple supply chain map can give insight into various areas, such as critical business challenges. Learn why manufacturing companies should use this essential tool.Continue Reading

• 4G (fourth-generation wireless)

  4G is the short name for fourth-generation wireless, the stage of broadband mobile communications that supersedes 3G (third-generation wireless) and is the predecessor of 5G (fifth-generation wireless).Continue Reading

• An overview of Microsoft Dynamics 365

  Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce.Continue Reading

• Creating a patch management policy: Step-by-step guide

  A comprehensive patch management policy is insurance against security vulnerabilities and bugs in networked hardware and software that can disrupt your critical business processes.Continue Reading

• Simplify mobile app development for the enterprise

  Without the right resources, mobile app development can be challenging. Find out how to start the process and the best tools to streamline the app dev journey.Continue Reading

• What is VoIP (voice over Internet Protocol)?

  VoIP (voice over Internet Protocol) is the transmission of voice and multimedia content over an internet connection.Continue Reading

• Workday

  Workday is a cloud-based software vendor that specializes in human capital management (HCM) and financial management applications.Continue Reading

• knowledge management (KM)

  Knowledge management is the process an enterprise uses to gather, organize, share and analyze its knowledge in a way that's easily accessible to employees.Continue Reading

• recruitment management system (RMS)

  A recruitment management system (RMS) is a set of tools designed to manage the employee recruiting and hiring process. It might be the most important core human resources (HR) system.Continue Reading

• Microsoft Teams

  Microsoft Teams is cloud-based team collaboration software that offers core capabilities, including business messaging, calling, video meetings and file sharing.Continue Reading

• How do companies protect customer data?

  Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others.Continue Reading

• Guide to Linux patch management

  While patching desktops has some universal aspects across systems, there are specific Linux best practices that Linux administrators need to know. Here are eight important ones.Continue Reading

• patch catalog

  A patch catalog is a repository of data associated with software patches.Continue Reading

• What is a SharePoint document conversation?

  SharePoint's document conversation features have evolved from in-document chats to Viva Engage posts. Learn what a document conversation is and how it can engage employees.Continue Reading

• How to plan a successful SIP implementation

  A unified communications infrastructure based on SIP offers a lot of options, but it also ushers in some new complexities. Pay attention to UIs, and don't forget about security.Continue Reading