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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.
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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.
News
Salesforce intros action models to fuel AI agentic workflows
Salesforce looks to push itself into a leadership position with new large action models. The first mover advantage is good but puts the vendor in a delicate position.
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Technical sales rise when you tap into soft skills
Evgeniy Kharam published a book exploring soft skills in technical sales to improve sales success and minimize turnover. In this Q&A, you'll find key takeaways from the book.
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Marketing & Sales News
Salesforce intros action models to fuel AI agentic workflows
Salesforce looks to push itself into a leadership position with new large action models. The first mover advantage is good but puts the vendor in a delicate position.
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E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
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Customer Service & Contact Center Get Started
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.
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Customer Experience Management News
Salesforce Industries clouds for verticals adds 100 AI features
A new AI toolkit for Salesforce's industry-specific clouds delivers more than 100 features for companies in 15 industries to automate common tasks, each with their own data model.
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Customer Data Management Evaluate
How does DMARC affect email marketing?
Marketers must prepare for DMARC to ensure their emails reach customers' inboxes -- rather than their spam or junk folders -- and to build trust between consumers and the brand.
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CRM Tools & Strategy News
Salesforce GenAI, data tools likely major Dreamforce themes
We read the tea leaves of Salesforce's summer product releases, executive interviews and Winter '25 release notes to figure out what's coming at Dreamforce.
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Technical sales rise when you tap into soft skills
Evgeniy Kharam published a book exploring soft skills in technical sales to improve sales success and minimize turnover. In this Q&A, you'll find key takeaways from the book.
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MTA vs. MMM: What's the difference?
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How does DMARC affect email marketing?
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The ultimate guide to contact center modernization
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Problem Solve
Why contact centers have high turnover and how to combat it
The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.
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10 strategies to improve contact center agent performance
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5 benefits and examples of phygital customer experience
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How to create an omnichannel marketing strategy
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Contact center outsourcing: What businesses need to know
Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns.
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How to manage today's remote contact center agents
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The ultimate contact center security checklist
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10 must-have contact center skills for agents in 2024
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Customer Experience Basics
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Get Started
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.
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Get Started
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.
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Get Started
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.
Multimedia
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The evolution of chatbots and generative AI
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The history and evolution of CRM
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Customer experience management
Salesforce Industries clouds for verticals adds 100 AI features
A new AI toolkit for Salesforce's industry-specific clouds delivers more than 100 features for companies in 15 industries to automate common tasks, each with their own data model.
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Marketing and sales
Salesforce intros action models to fuel AI agentic workflows
Salesforce looks to push itself into a leadership position with new large action models. The first mover advantage is good but puts the vendor in a delicate position.
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Customer experience management
Salesforce Foundations opens up marketing, ecomm features
Enterprise Salesforce users will get Foundations, a basic set of tools and Data Cloud functionality to complement their Sales and Service modules.
Customer Experience Definitions
- What is multichannel marketing?
- What is a contact center?
- What is voice recognition and how does it work?
- What is customer segmentation?
- What is customer experience (CX) and why is it important?
- What are buyer personas?
- What is a 360-degree customer view?
- What are virtual agents and how are they being used?