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8 contact center metrics to improve agent performance and CX
These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization.
News
RingCentral AIR Pro automates CX with agentic agents
RingCentral launched AIR Pro, an agentic AI platform to autonomously handle customer interactions with enterprise integrations, prebuilt agents and no-code tools.
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Modern CX tech stack: The core components and how to build it
A CX tech stack should integrate key components to unify customer data and support personalization. But the stack should be simple and include only essential tools.
News
Qualtrics expands synthetic research marketing, testing tech
Qualtrics attempts to meld agentic AI and digital twins for A/B testing in marketing and product development, and to improve CX.
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Marketing & Sales Evaluate
Narayen ushered Adobe out of diskettes all the way to the AI era
Shantanu Narayen made history in his 18-year run as Adobe CEO.
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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
8 contact center metrics to improve agent performance and CX
These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization.
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Customer Experience Management Get Started
15 customer service email templates and tips
Email remains a key customer service channel for many organizations. Explore 15 customer service email templates teams can use to respond to common support scenarios.
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Customer Data Management Evaluate
Signals emerging across enterprise infrastructure decisions
Device ecosystems, identity frameworks and orchestration tools reveal how enterprise platforms are beginning to interact as part of broader infrastructure systems.
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CRM Tools & Strategy Manage
Modern CX tech stack: The core components and how to build it
A CX tech stack should integrate key components to unify customer data and support personalization. But the stack should be simple and include only essential tools.
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Narayen ushered Adobe out of diskettes all the way to the AI era
Shantanu Narayen made history in his 18-year run as Adobe CEO.
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Signals emerging across enterprise infrastructure decisions
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Employee conversational analytics unlocks business insights
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Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
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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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8 contact center metrics to improve agent performance and CX
These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization.
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Modern CX tech stack: The core components and how to build it
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5 economic models that drive AI success in CX strategies
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A guide to contact center security best practices
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Customer Experience Basics
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15 customer service email templates and tips
Email remains a key customer service channel for many organizations. Explore 15 customer service email templates teams can use to respond to common support scenarios.
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Omnichannel orchestration engages customers, drives revenue
Omnichannel orchestration enables businesses to personalize customer interactions, reduce friction and coordinate teams for lasting business outcomes and customer loyalty.
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Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done?
Multimedia
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The history and evolution of CRM
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The evolution of chatbots and generative AI
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Customer service and contact center
RingCentral AIR Pro automates CX with agentic agents
RingCentral launched AIR Pro, an agentic AI platform to autonomously handle customer interactions with enterprise integrations, prebuilt agents and no-code tools.
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Marketing and sales
Qualtrics expands synthetic research marketing, testing tech
Qualtrics attempts to meld agentic AI and digital twins for A/B testing in marketing and product development, and to improve CX.
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Marketing and sales
Stitch Fix's AI brand agent -- with human help -- nails the look
You can't legislate good taste, but you can have agentic AI steer customers into it.
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