Tips

Tips

• 12 top contact center platforms of 2025

  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.  Continue Reading

• 15 customer success KPIs and metrics to track

  What's the best way to tell if customers are satisfied? These customer success KPIs and metrics can gauge everything from potential customer churn to retention.  Continue Reading

• 10 multitouch attribution software and tools

  MTA tools can help marketers understand the customer journey and track which touchpoints lead to the most conversions. Top tools include Adobe Analytics, Branch and Triple Whale.  Continue Reading

• 15 best practices for contact center agent training programs

  Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI.  Continue Reading

• Contact center fraud: How to detect and prevent it

  Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.  Continue Reading

• Contact center monitoring: A step-by-step guide

  A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.  Continue Reading

• Customer retention vs. acquisition: What's the difference?

  Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing.  Continue Reading

• The role of machine learning in multitouch attribution

  As customer journeys have become more complex, marketers often struggle to determine which touchpoints lead to sales. Explore how machine learning can help.  Continue Reading

• 7 essential steps to create a contact center RFP

  Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision.  Continue Reading

• Contact center outsourcing: What businesses need to know

  Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns.  Continue Reading

• Why contact centers have high turnover and how to combat it

  The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.  Continue Reading

• How to manage today's remote contact center agents

  Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers.  Continue Reading

• The ultimate contact center security checklist

  If customers know organizations can keep their data safe in the contact center, they have more positive experiences. This checklist of best practices can help establish that trust.  Continue Reading

• 10 strategies to improve contact center agent performance

  Call monitoring, skills-based routing, positive reinforcement, training resources and coaching can help contact center agents improve their performance and customer interactions.  Continue Reading

• 10 best practices for contact center quality assurance

  To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere.  Continue Reading

• 10 tips to improve customer retention

  Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates.  Continue Reading

• 8 contact center metrics to improve agent performance and CX

  These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization.  Continue Reading

• Contact center compliance checklist for modern workforces

  A contact center compliance checklist can serve as a starting point for contact center managers as they seek to comply with internal and external requirements.  Continue Reading

• Google isn't killing third-party cookies: What now?

  The end of third-party cookies was on the horizon for years. For marketers, this termination meant finding new strategies and alternatives to third-party data.  Continue Reading

• First-party vs. third-party cookies: What's the difference?

  First-party cookies track user engagement, while third-party cookies are central to many marketing and sales strategies. Yet the two types are more similar than one might think.  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• 8 contact center challenges in 2024 and how to overcome them

  Multifunctional contact centers must meet the expectations of savvy customers, hire and maintain qualified agents, monetize data, safeguard information and modernize operations.  Continue Reading

• Why does data privacy matter in marketing?

  Marketers frequently use customer data for their strategies. They must properly secure that information, so they comply with privacy laws and customers trust the business.  Continue Reading

• 6 generative AI tools to consider for marketing and sales

  Generative AI tools can write marketing content, score leads and personalize sales emails. Explore six generative AI tools for marketing and sales, such as Jasper and Flick.  Continue Reading

• Top 10 customer data privacy best practices

  To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings.  Continue Reading

• 7 reasons why mobile apps are important for your business

  Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX.  Continue Reading

• 12 benefits of customer retention

  Customer retention can help organizations better understand their current customers' needs, issues and desires, so they can better support them and target more prospects.  Continue Reading

• 5 real-world examples of omnichannel marketing

  The most successful marketing strategies reach customers where they are, on every available channel. Here, explore examples of omnichannel marketing strategies from real companies.  Continue Reading

• How to optimize for the zero moment of truth

  A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly.  Continue Reading

• Marketing automation checklist for beginners

  How can SMBs and small marketing teams develop a proper marketing automation strategy? With a checklist. Here's what to include in a checklist for a successful strategy.  Continue Reading

• 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.  Continue Reading

• Will AI replace customer service reps?

  AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch.  Continue Reading

• How agent assist technology works in the contact center

  Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier.  Continue Reading

• How to create an omnichannel marketing strategy

  Marketers often struggle with the complexities of omnichannel implementation. To get started, they can set their business goals and invest in the right technologies.  Continue Reading

• How to find the customer journey moments of truth

  A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey.  Continue Reading

• 6 real-life examples of effective diversity marketing

  Inclusive marketing can take many forms but always requires authenticity. Explore these real-life examples from companies like Breezit, LLYC and Stallion Express.  Continue Reading

• 8 free marketing automation tools for SMBs

  Marketing automation can help any business engage more customers, but SMBs might need it most. These free tools can help small marketing teams get started with automation.  Continue Reading

• How to create a diversity and inclusion marketing strategy

  Diversity marketing helps organizations attract new customers, but to implement a strategy, marketers need an internal D&I initiative and to learn about their audience.  Continue Reading

• Top 6 marketing automation certifications and courses

  With the right marketing automation certifications, SMBs and small marketing teams can gain the skills and expertise needed to compete with larger companies in their markets.  Continue Reading

• Microsoft Dynamics 365 vs. Salesforce: How do they differ?

  Microsoft Dynamics 365 and Salesforce both help organizations streamline sales, service and marketing processes. Yet, they differ in architecture and integration capabilities.  Continue Reading

• How to get started with marketing automation for SMBs

  Marketing automation can help SMBs, which may lack marketing budgets and resources. With certain processes automated, an SMB's marketing team can spend more time creating.  Continue Reading

• 7 customer experience trends to know in 2024

  Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers.  Continue Reading

• Field service management software vendors to know in 2024

  The world of hybrid work turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Learn which features vendors offer.  Continue Reading

• Compare the top 10 marketing automation software

  With the right marketing automation software, marketers can streamline their workflows and focus more on creative tasks. This list compares the top vendors in this space.  Continue Reading

• 8 types of marketing automation, with examples

  Just as there are different types of marketing, automation types differ, too. Explore real-world examples of each type and learn how businesses can benefit from them.  Continue Reading

• How to overcome the top 6 marketing automation challenges

  Marketing automation tools can improve employee productivity if organizations avoid common pitfalls, such as poor planning and a lack personalized messaging.  Continue Reading

• 10 marketing automation best practices

  Learn how marketing automation best practices, like using behavior-based triggers and A/B testing, can help marketers reach and engage more audiences.  Continue Reading

• The future of field service management and trends

  Contactless, cashless and self-service abilities remain standards for field service. The future will bring more flexibility and convenience for workers and customers.  Continue Reading

• Microsoft Dynamics 365 best practices for implementation

  Microsoft Dynamics 365 offers business apps to help organizations boost efficiency. Best practices for implementation include creating the right team and designing a simple UX.  Continue Reading

• Top 5 benefits of marketing automation

  If an organization wants to help its marketers, it must invest in marketing automation. This software offers benefits such as better lead conversion and data collection.  Continue Reading

• 7 Microsoft Dynamics 365 implementation issues

  Microsoft Dynamics 365 presents unique implementation challenges for organizations, like data migration and customizations. Explore these challenges and strategies to solve them.  Continue Reading

• 5 benefits of Microsoft Dynamics 365

  Dynamics 365 offers a comprehensive set of cloud-based business apps to help organizations eliminate data silos, improve decision-making and automate workflows.  Continue Reading

• Why is a customer experience framework essential?

  A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction.  Continue Reading

• 8 ways to measure sales enablement metrics

  Measuring sales enablement metrics can increase efficiency for sales teams and drive revenue growth. Learn which metrics to track and real-world uses for each.  Continue Reading

• 5 real-world examples of customer obsession

  Customer obsession requires organizations to place clients' needs at the center of all operations. Real-world examples include Equinox, Tabrick and GreenPal.  Continue Reading

• 5 digital sales enablement tools to boost productivity

  Explore how the top sales enablement tools -- such as live chat, email automation and digital asset management -- can help agents boost productivity and efficiency.  Continue Reading

• How to reduce customer service costs

  As organizations adjust to today's economy, CX managers should implement new technologies and strategies to reduce customer service costs without sacrificing quality.  Continue Reading

• 10 sales enablement best practices

  A proper sales enablement strategy can help businesses improve revenue, training for sales teams and overall CX. And, with the right tools, teams can become more efficient.  Continue Reading

• 9 customer journey mapping tools that can improve your CX

  Customer journey mapping tools provide valuable insights into the customer experience. Learn more about some of the top tools and how to choose the right one.  Continue Reading

• Top 10 customer experience metrics and KPIs

  Net Promoter Score is the most popular customer metric, but it's not the only one for CX teams to measure. Understand which metrics to track and how to calculate them.  Continue Reading

• How to collect customer feedback

  Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment.  Continue Reading

• What does it mean to be customer obsessed?

  Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.  Continue Reading

• Customer experience strategy: 5 tips to build a valuable CX

  The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology.  Continue Reading

• 7 ways to successfully align your sales and marketing teams

  Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue.  Continue Reading

• How to create a customer journey map -- with template

  Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales.  Continue Reading

• How to gather and evaluate customer sentiment

  Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth.  Continue Reading

• ABM vs. demand generation: How are they different?

  ABM and demand generation differ in significant ways. But when approached correctly, the two can complement one another, leading to higher revenue and long-term customer loyalty.  Continue Reading

• 7 ABM challenges and how to solve them

  Navigating through account-based marketing program headwinds in team collaboration, budgeting, resource allocation, scalability, and tool selection requires a unique approach.  Continue Reading

• 7 account-based marketing tactics for your business

  You can grow business revenue through an effective ABM strategy the complements lead-generation efforts. Here are 7 tactics to make your ABM program effective.  Continue Reading

• 12 essential ABM metrics and KPIs to measure success

  Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement.  Continue Reading

• Account-based marketing vs. lead generation, explained

  Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization.  Continue Reading

• Customer experience vs. customer service: How do they differ?

  Customer experience and customer service are not the same, but they do have a shared goal: to ensure customers are satisfied and return for repeat business.  Continue Reading

• CX personalization: Why it's important and how to deliver it

  A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started.  Continue Reading

• Why customer journey touchpoints matter

  Customer journey touchpoints allow businesses to create an excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly.  Continue Reading

• 6 ways customer experience can increase sales

  Organizations that offer a positive CX can boost customer loyalty, reduce churn and increase word-of-mouth advertising. Explore six important ways CX increases sales.  Continue Reading

• Top 12 demand-generation strategies for quality leads

  Demand generation can play a key role in increasing revenue. Learn some effective demand-generation strategies that stimulate interest in a company's product or service.  Continue Reading

• Top 9 benefits of account-based marketing

  Account-based marketing is a targeted approach to building or strengthening customer relationships. Learn how this strategy can make your marketing campaigns even more effective.  Continue Reading

• How to effectively personalize your ABM strategy

  The traditional approach of marketing to the masses is yielding to a more targeted, personalized account-based marketing strategy that caters to high-value clients and boosts ROI.  Continue Reading

• How to fit customer experience security into your strategy

  Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX.  Continue Reading

• 7 ways to collect customer data that keep you compliant

  Organizations can collect customer data through cookies and sales transactions, but they must be transparent and ensure they follow government regulations for data privacy.  Continue Reading

• 5 tips for creating customer journey maps from buyer personas

  Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework.  Continue Reading

• 8 customer journey KPIs that businesses should track

  To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck.  Continue Reading

• 7 benefits of SMS marketing

  An SMS marketing strategy can benefit organizations and customers alike, with tactics like personalization, real-time results and communication, and loyalty between both parties.  Continue Reading

• 8 SMS marketing software to know in 2023

  SMS marketing is the best way to reach customers where they are. These platforms can help organizations send automated replies, add personalization and integrate with other tools.  Continue Reading

• 8 CX challenges facing organizations and how to address them

  There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level.  Continue Reading

• 7 benefits of customer experience management

  A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management.  Continue Reading

• Top 9 best SMS marketing examples, with templates

  How can marketers write the perfect text message to engage customers? Templates can help. Explore examples of common SMS marketing messages, like product alerts and event invites.  Continue Reading

• How to create customer profiles, with examples

  Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started.  Continue Reading

• 6 risks of ChatGPT in customer service

  Despite ChatGPT's customer service benefits, organizations must understand the technology's risks, such as fabricated information, bias and security concerns.  Continue Reading

• Top 10 SMS marketing best practices

  Customers may be willing to opt into receiving texts from a brand, but marketers should follow various best practices to ensure they don't overload or overstep with customers.  Continue Reading

• How to avoid greenwashing as a marketer

  Greenwashing can erode customer trust and damage brand reputation. To avoid it, organizations can offer evidence to support their claims and use sustainability certifications.  Continue Reading

• 6 customer success plan templates for common situations

  Customer success teams can follow the same general processes to onboard, renew or offboard customers. These templates can help shape those outreach strategies.  Continue Reading

• 5 best practices for a sustainable marketing strategy

  Sustainable marketing can boost brand loyalty, but marketers need an effective strategy. Brands should commit to a larger purpose, take a long-term approach and remain consistent.  Continue Reading

• 8 customer success software platforms to consider

  Proper customer success requires the right tools to keep customers satisfied. Here, dive into eight popular platforms on the market, including their features and benefits.  Continue Reading

• 7 customer success best practices

  Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.  Continue Reading

• 7 examples of sustainable marketing

  Organizations can help the environment, society and their bottom line at the same time with sustainable marketing. Examples include charity partnerships and social transparency.  Continue Reading

• 5 examples of e-commerce content marketing strategies

  Content marketing strategies with personalization, thought leadership research, SEO and diverse content types can help e-commerce companies reach and engage more customers.  Continue Reading

• 6 e-commerce email marketing strategies to heed

  Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue.  Continue Reading

• 4 types of customer data platforms

  Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data.  Continue Reading