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• What is Salesforce Sales Cloud?

  Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business and business-to-consumer contexts. Continue Reading

• What is a sales pipeline?

  A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process. Continue Reading

• What is transactional marketing?

  Transactional marketing is a business strategy that focuses on single, point-of-sale transactions. Continue Reading

• Elevate customer experience with AI and analytics

  Top CX experts share insights on how to drive customer-centric innovation, overcome resistance to change and harness AI for impactful customer experiences. Continue Reading

• What is a virtual contact center?

  A virtual contact center (VCC) is a type of call center in which an organization's representatives are geographically dispersed, rather than situated at workstations in one location. 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

• What is actionable intelligence?

  Actionable intelligence is information that can be immediately used or acted upon, either tactically in direct response to an evolving situation, or strategically as the result of data analytics or some other assessment.Continue Reading

• How important is authentication in email marketing?

  Marketers who have email strategies must understand the importance of authentication protocols to ensure campaigns are successful and bad actors don't reach customers.Continue Reading

• What is Blue Yonder (formerly JDA Software)?

  Blue Yonder, formerly JDA Software, is a software and consultancy company that specializes in selling supply chain management products and services to businesses.Continue Reading

• Customer retention vs. acquisition: What's the difference?

  Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing.Continue Reading

• What is Salesforce Developer Experience (Salesforce DX)?

  Salesforce Developer Experience (Salesforce DX) is a set of software development tools that lets developers build, test and ship many kinds of applications on Salesforce Platform (formerly called Force.com).Continue Reading

• 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

• iPhone

  The iPhone is a smartphone made by Apple that combines a computer, iPod, digital camera and cellular phone into one device with a touchscreen interface.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

• 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 a personal area network (PAN)?

  A personal area network (PAN) is a small network that interconnects technology devices within a limited range of just a few meters.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 LDAP (Lightweight Directory Access Protocol)?

  LDAP (Lightweight Directory Access Protocol) is a software protocol used for locating data about organizations, individuals and other resources, such as files and devices, on public and corporate networks.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

• What is geolocation? Explaining how geolocation data works

  Geolocation technology identifies physical locations of devices and individuals based on information such as geographic coordinates and internet protocol addresses (IP address).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

• What is a device driver?

  A device driver, or driver, is a special kind of software program that controls a specific hardware device attached to a computer.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

• Can you accept credit card payments on an Android phone?

  Many consumers prefer contactless payments, and vendors can easily enable them with a smartphone and the right software. Learn how to set up an Android to accept customer payments.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 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 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

• Set up Tap to Pay: How to accept payments with an iPhone

  Tap to Pay makes it possible to accept customer payments from an iPhone with no additional hardware. Find out the best use cases for Tap to Pay and how to implement it.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

• How to set up Android Enterprise with EMM token registration

  Android Enterprise can simplify Android management, but the wrong device enrollment method can complicate IT's job. Understand the pros and cons of EMM token registration.Continue Reading

• Can a virtual machine infect its host with a virus?

  Admins and users who work on virtual machines might believe they are fully secure, but that's not the case. Learn how VM hosts can get infected and how to secure against VM attacks.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

• How to set up Android Enterprise with zero-touch enrollment

  For organizations that value convenience and UX, zero touch could be an ideal Android Enterprise enrollment method. Learn about the advantages and challenges it can present.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

• Can a virtual machine get a virus like a desktop can?

  There is a perception that virtual machines are completely secure and immune to all malware, but the reality of virtual machine security is much more complicated.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

• Siri

  Siri is Apple's virtual assistant for iOS, macOS, tvOS and watchOS devices that uses voice recognition and is powered by artificial intelligence (AI).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

• How to choose an Android Enterprise enrollment method

  When setting up Android Enterprise devices, there are several enrollment methods IT should consider. Admins should learn how to determine which method, or methods, to use.Continue Reading

• How to edit a Domain Group Policy for a Windows desktop

  When IT administrators need to edit a Group Policy at the domain level, they can download the RSAT management tool and change policies from the local Windows desktop.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

• When does AD domain-joined Group Policy override local?

  There are several types of Group Policies that could exist for a particular desktop, so IT must carefully manage these different GPOs to ensure the correct policies are in place.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