November 2017
Magazine Features
Seeing the Realities of Augmented Reality
Sam Del Rowe //
31 Oct 2017
The technology is fast approaching, but marketers need to get up to speed before diving in
The Real Benefits of Artificial Intelligence
Oren Smilansky //
31 Oct 2017
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers
Sales Lead Scoring Is a Winning Formula
Mary Shacklett //
31 Oct 2017
The right sales leads can be golden, and automation is the key to finding them
Front Office
The Shifting Costs of Customer Contacts
Leonard Klie //
31 Oct 2017
The interactions that require agent input tend to be more difficult, resulting in longer interactions that cost more
Reality Check
Chat Is Not Replacing the Voice Channel for Customer Service
Donna Fluss //
31 Oct 2017
Is it a must-have for contact centers? Yes. But it remains a complement to voice.
The Tipping Point
Customer Service Remains a Conundrum for Too Many Companies
Robert Wollan //
31 Oct 2017
For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.
Scouting Report
Robots Are in Your Contact Center’s Future
Donna Fluss //
31 Oct 2017
Robotics, in tandem with desktop analytics, will drive productivity improvements.
Customer Experience
5 Ways to Demonstrate Purposeful Leadership
Bruce Temkin //
31 Oct 2017
When leaders have a clear set of values, everyone else feels confident and empowered.
Insight
B2B Trails B2C in E-Commerce Effectiveness
Sam Del Rowe //
31 Oct 2017
B2B companies need to evolve their go-to-market strategies by adopting proven B2C principles
Improve Contact Center Operations to Keep Customers
Oren Smilansky //
31 Oct 2017
Research finds the greatest opportunities to stand out with customer service are with live agents
Required Reading: Evolving The Nordstrom Way to Customer Experience Excellence
Oren Smilansky //
31 Oct 2017
Trust and the ability to quickly adjust to industry changes have enabled the company's ongoing success
Sales Success Needs More of a CRM Focus
Sam Del Rowe //
31 Oct 2017
Salespeople frequently miss targets, which could require a CRM reset
REAL ROI
Baker Labs Doubles Leads for Its Healthcare Clients with CallRail
Oren Smilansky //
31 Oct 2017
The marketing agency helps medical firms gain more potential customers with call tracking and recording software
Conga Aids Utah’s Economy
Phillip Britt //
31 Oct 2017
The Utah Governor's Office of Economic Development is using Conga Contracts to award business grants and incentives
Predator Nutrition Bulks Up Its Loyalty Program with Zinrelo
Sam Del Rowe //
31 Oct 2017
The sports nutrition retailer leverages Zinrelo's "360-degree" approach to customer interaction
The Next Step
Are You Prepared to Parent Your New Young Hires?
Garrison Wynn //
31 Oct 2017
Younger workers need to learn how to handle customers—and how to handle themselves