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Contact center monitoring: A step-by-step guide

A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.

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How AI will affect the future of content marketing

Content marketing has changed over time. Generative AI will likely transform it even further. Here's how marketers are handling and preparing for this AI evolution.

Evaluate

Does influencer marketing work?

The quick answer is yes. Influencer marketing can help brands increase engagement and sales. Yet, it only works if marketers give influencers creative control.

News

Salesforce Agentforce, Microsoft Copilot AI battle heats up

After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.

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Customer Experience Basics

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    customer intelligence

    Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.

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    What is a call center? Everything you need to know

    A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers.

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    lead scoring

    Lead scoring is a methodology sales and marketing departments use to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.

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