New & Notable
Evaluate
10 ideas for a post-cookies marketing strategy
Tracking customers without third-party cookies may concern businesses. However, all organizations are in the same position. Marketers should consider these alternatives.
Evaluate
9 omnichannel marketing platforms to consider
To reach customers consistently on any platform, marketing teams should embrace omnichannel marketing. These software options can help marketers in any industry boost their reach.
Evaluate
12 top contact center platforms of 2024
Which came first: the evolution of the contact center or the evolution of its supporting software? It's the old chicken-and-egg debate. Either way, AI is the catalyst.
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.
Trending Topics
-
Marketing & Sales Manage
Google killed third-party cookies: What's next?
The end of third-party cookies has been on the horizon for years. For marketers, this termination means finding new strategies and alternatives to third-party data.
-
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.
-
Customer Service & Contact Center Manage
How to improve the contact center experience for customers
Customers want their contact center interactions to be fast, seamless, tailored and personal in the form of mobile apps, self-service, improved IVR and knowledgeable human agents.
-
Customer Experience Management Evaluate
10 ideas for a post-cookies marketing strategy
Tracking customers without third-party cookies may concern businesses. However, all organizations are in the same position. Marketers should consider these alternatives.
-
Customer Data Management Evaluate
9 omnichannel marketing platforms to consider
To reach customers consistently on any platform, marketing teams should embrace omnichannel marketing. These software options can help marketers in any industry boost their reach.
-
CRM Tools & Strategy News
RingCentral pushes AI deeper into sales tech, integrates Teams
Among other new features, RingCentral pushes its RingSense conversational intelligence deeper into the sales market with new integrations, where it meets a crowd of tech competitors.
Featured Authors
Find Solutions For Your Project
-
Evaluate
10 ideas for a post-cookies marketing strategy
Tracking customers without third-party cookies may concern businesses. However, all organizations are in the same position. Marketers should consider these alternatives.
-
9 omnichannel marketing platforms to consider
-
12 top contact center platforms of 2024
-
6 generative AI tools to consider for marketing and sales
-
-
Problem Solve
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers.
-
How to create an omnichannel marketing strategy
-
How to find the customer journey moments of truth
-
6 challenges of omnichannel marketing
-
-
Manage
How to improve the contact center experience for customers
Customers want their contact center interactions to be fast, seamless, tailored and personal in the form of mobile apps, self-service, improved IVR and knowledgeable human agents.
-
8 contact center challenges in 2024 and how to overcome them
-
Google killed third-party cookies: What's next?
-
10 types of contact centers explained
-
Customer Experience Basics
-
Get Started
What are virtual agents and how are they being used?
A virtual agent -- sometimes called an intelligent virtual agent (IVA) -- is a software program or cloud service that uses artificial intelligence (AI) technologies, such as machine learning (ML) and natural language processing (NLP) to provide ...
-
Get Started
What is first call resolution (FCR)?
First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call.
-
Get Started
What is the law of diminishing returns?
The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant.
Multimedia
-
-
Get Started
The evolution of chatbots and generative AI
-
Get Started
The history and evolution of CRM
-
News
View All -
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.
-
Customer service and contact center
Salesforce to release autonomous AI customer service agents
Salesforce's next generation of customer service chatbots will use sharpened AI tools -- and, in theory, wits -- to choose their own adventure among Flows and actions.
-
Customer service and contact center
AWS' Amazon Q adds Connect contact center integration
Amazon Connect, AWS' contact center platform, takes aim at solving the customer service agent's biggest problem: app switching during customer calls.
Customer Experience Definitions
- What are virtual agents and how are they being used?
- What is first call resolution (FCR)?
- What is the law of diminishing returns?
- What is an abandoned call?
- What is an outbound call?
- What is lead-to-revenue management (L2RM)?
- What is relationship marketing?
- contact center burnout