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Blog: CRM

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Contact Centers Are a Hotbed for Change

In the past, contact centers were designed to serve as many customers as quickly as possible. While that’s still true, increased competition and empowered customers are also pushing customer...

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3 Ways Contact Centers are Shooting Themselves in the Foot

Superior customer experiences that are simple, fun, personalized, and actionable are one of the few ways companies can differentiate their brand and retain customers. Yet, in many cases, companies...

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3 Steps to Harness the Power of Advanced Contact Center Analytics

Today, the proliferation of data from more and more sources is setting the stage for new, advanced decision making and therefore thrusting analytics to the fore. Organizations are increasingly...

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Keeping Your Customers Safe: CRM Best Practices for Product Recalls

Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...

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Three Ways to Enable a Great Customer Experience

When it comes to creating a superior customer experience, companies must look beyond technology to make sure that customers are at the forefront of business strategy. In this video blog, we break...

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Three Ways to Make the Most of Your CRM Data

CRM data—nearly every company has it, but many struggle to effectively leverage it. As customers jump between channels, businesses require the ability to pull actionable insights from...

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Banks Must ‘Branch’ Out to Reach Millennial Consumers

Despite numerous roadblocks on the path toward adulthood, Millennials have finally come of age, gaining increased buying power along the way. But, as Millennials begin to make an indelible impact...

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Four Steps for Raising Your Contact Center Intelligence

Customers today have myriad ways of reaching businesses from email and social media to video chat and the phone. As a result, customer and associate interactions are becoming increasingly complex...

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Ten Things to Ask Yourself About Automotive Customer Experience Technology

In recent years, the automotive buying journey has been transformed by digital technology. From consideration, evaluation, and purchase, digital channels serve as the primary information-gathering...

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Ten Things to Ask Yourself About Financial Services Customer Experience Technology

The financial services industry is undergoing massive disruption. The onslaught of industry regulations, changes in consumer behavior and demographics, and the emergence of new market entrants such...

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