Blog: CRM

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...

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...

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...

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...

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...

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...

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...

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...

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...

In this age of globalization where companies are expanding to new markets across the world, business leaders must also consider the convergence toward a global contact center model.Businesses that...