Latest Articles |
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Cision Completes Acquisition of Social Listening Company Brandwatch
06/03/2021
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How the COVID-19 Pandemic Is Changing Marketing
12/30/2020
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Do You Have the Right Technologies to Personalize Customer Transactions?
07/28/2016
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Unraveling the Tangle of Software-as-a-Service Language
07/08/2016
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A Collaborative Customer Experience for B2B Companies
06/30/2016
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How to Avoid Social Spamming
06/17/2016
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Put a Friendly Face on Self-Service Documentation
06/08/2016
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Video Brings Value to Customer Support Software
06/06/2016
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Large Companies Find B2B Customer Support Success with Chat
06/02/2016
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Many Companies Still Failing Digital Customer Support
05/31/2016
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Great Customer Support Comes From Knowing Your Customers
05/26/2016
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Great Customer Support Organizations Anticipate Periods of High Call Volume
05/25/2016
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Costs of Poor Customer Support Higher Than Imagined
05/17/2016
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Leveraging Customer Data Becomes Even More Critical in B2B Relationships
05/16/2016
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Omnichannel Customer Engagement Techniques for B2B Customer Support
05/11/2016
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Agent Collaboration at Core of Great Customer Support Experience
05/04/2016
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B2B Support Isn't B2C Support: Consider Unique Metrics for Help Desk Success
04/26/2016
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Customer Service, Once a Cost Center, Now Proactive Marketing
04/18/2016
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Corporations Aren't People: Don't Build B2B Service Strategies for a Collective Customer
04/12/2016
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The Success of Customer Support and Help Desk Software Lies in Integration
04/05/2016
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Marketing, Sales and Customer Support Are Foundation of a B2B Organization
03/29/2016
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Smart Call Centers and Help Desks Abandon Tiered Support for Collaborative Approach
03/28/2016
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The Secondary Benefits to a Robust Customer Support or Help Desk Solution
02/17/2016
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Don't Force B2C Help Desk Software to Fit a B2B Need
02/08/2016
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Fostering Positive Customer Emotion Not Something B2B Organizations Can Buy Off the Shelf
12/30/2015
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Holy Grail of B2C Customer Support May Not Be Ideal for B2B Customers
12/17/2015
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Customer Support Isn't Called 'Ticket Support' for Good Reason
12/16/2015
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Empower Customer Support Reps to Help Customers Become Your Best Brand Advocates
12/03/2015
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The New Year Will Be a New Opportunity to Change Company Attitudes toward Contact Center Agents
12/01/2015
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Employee Engagement Has Less to Do With Employees and More to Do With Management Quality
11/23/2015
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Today's SaaS Help Desk Solutions Doubly Customizable
11/20/2015
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Simple Questions to Ask Before Purchasing Contact Center or Help Desk Software
11/19/2015
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Ensure Your Contact Center is Leveraging Real-Time Data with Analytics Capabilities
11/17/2015
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Collect Customer Feedback and Turn It into Actionable Intelligence
11/13/2015
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What Makes a Great Contact Center Agent?
11/10/2015
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Eliminating Negative Language from the Contact Center Vocabulary
11/03/2015
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Executive Management Can Better Serve by Climbing Into the Trenches
10/29/2015
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If You Want to Please Customers, You Should Be Empowering Agents
10/28/2015
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Succesful Companies Build Support Systems to Serve Customer Demands
10/15/2015
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Analytics and Workforce Optimization Can Combine to Create Customer Support-Boosting Synergy
10/12/2015
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Are Your Contact Center Metrics Working for the Company or Your Customers?
10/07/2015
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B2B Companies Can Improve the Customer Experience with a Better Support Foundation
10/01/2015
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Kindness to Both Agents and Customers Goes a Long Way toward a Positive Customer Experience
09/30/2015
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Even the Smallest B2B Companies Can Benefit from a Robust Customer Support Solution
09/24/2015
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Tools and Approaches to Help Workers Feel More Valued and Boost Employee Engagement
09/23/2015
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Smart Customer Support Teams Learn From Their Mistakes with Customers
09/22/2015
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Use Performance Management to Praise, Not Punish
09/18/2015
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Customer Support Software Should Be on the Top Tier of Priorities for a Small Business
09/09/2015
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The Cure for Agent Apathy: Better Technology and Better Training
09/09/2015
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Improving the Contact Center from Its Workforce Optimization Foundation Up
09/02/2015
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Fear of the Transition Phase Keeps Many Companies Shy of New Customer Support Solutions
09/02/2015
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Contact Center Agents Can Be Either Generalists or Specialists, but Workforce Management Must Be Adaptable
08/27/2015
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Reducing Cloud Anxiety in the Contact Center
08/18/2015
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Goodbye to Premise-based Contact Center Solutions Reformulated for the Cloud
08/13/2015
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Workforce Management That's Prepared for the Unexpected
08/12/2015
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What's Next for Workforce Management?
08/05/2015
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Critical Factors to Consider When Weighing a New Software Purchase
07/31/2015
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Ensuring Macroscopic Visibility into the Customer Support Process with the Right Platform
07/31/2015
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Meeting the Needs of B2B Customers Different Than Working with B2C Customers
07/30/2015
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The Push to the Cloud Set to Turn Premise-Based Applications into Nostalgia
07/30/2015
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Sales Organization: Stop Using CRM as Glorified Contact Management
07/28/2015
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The Only Call Center Metrics That Counts Are the Ones that Make Your Customers Happier
07/20/2015
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For Customer Support Software, Compare Before You Choose
07/17/2015
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Improving the Customer Experience Begins With Improving the Agent Experience
07/07/2015
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Building an Effective Strategy for Handling and Reducing Customer Complaints
07/06/2015
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ProTip: Hire Sales People That Want a Job in YOUR Organization
07/01/2015
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Using Outbound Sales to Complement Inbound Efforts
06/24/2015
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The Place Where Lead Generation, Content Marketing and Demand Generation Meet
06/18/2015
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This Call - or Email, or Chat, or Social Media Post - May be Monitored
06/17/2015
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The Startup Conundrum: Too Small to Hire a Sales Manager, But Can't Grow Without One
06/11/2015
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Designing Contact Center Layout for Quality and Success
06/09/2015
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U.S. Workforce Losing Job Security as Permanent Full-Time Jobs Become Scarcer
06/05/2015
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Easy Ways to Use Facebook as a Sales Tool
06/02/2015
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Finding: Access to Data Becoming Vital to Sales Efforts
05/28/2015
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Quality Monitoring Becomes Complex for Multilingual Contact Centers
05/27/2015
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Social Selling Means Digitally Engaging with Prospects and Building Relationships
05/22/2015
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To Increase Customer Loyalty, Make It Easy and Productive to Do Business with Your Contact Center
05/21/2015
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Keeping Costs in Check and Quality High in a Growing Contact Center Requires Workforce Management
05/14/2015
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Sales Success Lies in the Science of Technology
05/13/2015
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Do You Track Metrics for Contact Center Convenience or Customer Experience Quality?
05/04/2015
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The Fine Line between Personalizing the Customer Experience and Asking For Too Much Data
04/28/2015
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Chat Finds Its Place in the Modern Contact Center
04/22/2015
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Brush Up Sales Skills by Analyzing Existing Sales Methods
04/15/2015
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Manual Skilling Has Significant Negative Consequences for Contact Center
04/14/2015
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Allowing Younger Workforces to Engage with Workforce Management on Mobile Devices
04/09/2015
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The Healthcare Industry Succeeds Adopting the Best Practices of the Contact Center Industry
04/02/2015
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No Surprise: Great Salespeople are Made, Not Born
03/27/2015
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Focused on New Customers? Don't Ignore the Existing Ones
03/25/2015
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Hitting KPIs in the Call Center Requires a Firm Foundation
03/24/2015
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Social Customer Service: It's Changing, But Not Replacing, the Traditional Call Center Business
03/18/2015
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Are Some Customers More Worthy of Loyalty Efforts Than Others?
03/18/2015
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Taking Real Action to Improve the Quality of Customer Service
03/12/2015
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Top Performing Sales Personnel Need Coaching, Too
03/11/2015
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Turning the Customer Experience Around
03/10/2015
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Think of Sales Content as a Sports 'Playbook'
03/05/2015
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Meeting the Challenges Ahead for the Contact Center
03/05/2015
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Video is Another Tool in the Sales Enablement Toolkit
02/26/2015
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The New Face of Workforce Management for 2015
02/25/2015
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Keeping a Company Afloat Through the 'Sales Learning Curve'
02/20/2015
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2015 Will Bring New Demands to Workforce Management
02/18/2015
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