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10 strategies to improve contact center agent performance
Contact center agent performance improves when organizations combine training, feedback, routing and self-service with the right data, tools and support.
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Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
What on earth is an Agentic Work Unit?
Why CX platforms are becoming cost-cutting tools
Customer experience platforms are evolving into systems of cost control, exposing hidden operational inefficiencies and reshaping how customer operations are managed.
News
Salesforce acquisition of Momentum to boost sales functions
Salesforce to add AI-powered revenue orchestration to sales features.
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Marketing & Sales News
Salesforce acquisition of Momentum to boost sales functions
Salesforce to add AI-powered revenue orchestration to sales features.
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E-Commerce
Visual search optimizes images, improves customer reach
E-commerce professionals and CX leaders should follow certain visual search strategies to improve online product visibility and customer engagement.
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Customer Service & Contact Center Manage
How to improve the contact center experience for customers
Customers expect contact center interactions to be fast, seamless and personal, but improving the experience requires balancing automation, self-service and human support.
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Customer Experience Management Evaluate
Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
What on earth is an Agentic Work Unit?
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Customer Data Management Evaluate
Customer interaction analytics spurs better business results
Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.
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CRM Tools & Strategy
4 governance pressures shaping enterprise AI
Enterprise AI may move fast, but institutional accountability does not. Governance and structural alignment determine how safely AI expands into customer-facing systems.
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Customer Experience
Deliver a Greater Customer Service Experience with ServiceNow CSM
Learn how ServiceNow CSM can help you on your journey to provide the ultimate customer service experience.
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HR Solutions
Reinvent new ways to work across the enterprise with ServiceNow Employee Workflows
Learn how to increase employee satisfaction by making it easy for employees to get the HR services they need with ServiceNow solutions.
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Hyperautomation
Create a Powerful, Unified Experience with Hyperautomation and Low-Code
Learn how to deliver modern workflows, apps, and automation at scale with a single hyperautomation platform.
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Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
What on earth is an Agentic Work Unit?
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Salesforce layoffs continue as high-ranking executives leave
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Enterprise IT's shrinking margin for error on major decisions
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Call center vs. contact center: What's the difference?
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Problem Solve
10 strategies to improve contact center agent performance
Contact center agent performance improves when organizations combine training, feedback, routing and self-service with the right data, tools and support.
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8 challenges customer success teams face
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The top challenges of influencer marketing and their solutions
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Contact center fraud: How to detect and prevent it
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How to improve the contact center experience for customers
Customers expect contact center interactions to be fast, seamless and personal, but improving the experience requires balancing automation, self-service and human support.
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6 ways customer experience can increase sales
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8 contact center challenges and how to address them
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Top field service management software platforms for 2026
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Customer Experience Basics
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Get Started
What agentic commerce means for CXOs and B2B buying
Agentic commerce, like ChatGPT shopping, could streamline B2B product procurement. But enterprise infrastructure, security and purchasing validation processes need to be figured out.
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Get Started
What are virtual agents and how are they being used?
A virtual agent is an AI-powered software application or service that interacts with humans or other digital systems in a human-like manner, most often using natural language.
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Get Started
Customer acquisition cost (CAC): How to calculate and reduce it
Customer acquisition cost (CAC) is the cost associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.
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The history and evolution of CRM
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The evolution of chatbots and generative AI
Vendor Resources
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Marketing and sales
Salesforce acquisition of Momentum to boost sales functions
Salesforce to add AI-powered revenue orchestration to sales features.
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Customer service and contact center
Oracle drops a truckload of CX-centric generative AI agents
Oracle's tactical deployment of AI boosts Fusion Cloud Applications for sales, service and marketing.
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Marketing and sales
Salesforce's acquisition of Cimulate to boost AI shopping
Agentforce Commerce is the beneficiary of Salesforce's latest startup buy.
Search Customer Experience Definitions
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- Customer acquisition cost (CAC): How to calculate and reduce it
- What is direct marketing?
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- What is field service management (FSM)?
- What are customer service and support?
- What is quality of experience (QoE or QoX)?
- What is voice of the customer? A guide to VOC Strategy