Article

Could an ancient practice return humanity to the workplace?

In times of social distancing, we’re reminded of the value of community that we may often…

• Only human

Vend’s Talei Wood: On rising up and bringing others along with her

As we did last year, we’re extending International Women’s Day throughout the month of March to…

• Only human

The State of Digital Transformation In Financial Services, 2020

According to Forrester Research, customer experience (CX) and revenue growth have been top drivers of digital…

• Analyst reports

Collect them all—team stickers

Celebrate your support agents’ superpowers by looking for ways as a community to notice their gifts…

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

How retail is changing, from the women leading the charge

Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…

Using a CRM for sales pipeline management

We’ll go through the 7 steps to follow to create an effective sales pipeline management process, while also looking at how a sales CRM can be a beneficial pipeline management tool

Why to consider customer service automation

There is a solution to long hold times and delays in email response times that customers increasingly expect: automated customer service

• artificial intelligence

How to boost your sales success rate with live chat

Chat provides a direct line between a rep and their prospective customers. Sales teams can use chat to generate leads, improve sales conversion rates, and identify upsell opportunities

Customer retention basics every business leader should know

Every business has a customer base that they’ve worked hard to attract and retain through a…

• Customer loyalty

Taking big swings is in leader Sangeetha Rai’s DNA

As we did last year, we’re extending International Women’s Day throughout the month of March to…

• Only human

The intelligent contact center of the future

While the proliferation of customer engagement channels can be challenging on a technological and operational level, it’s really good news for businesses

10 common CRM problems and how to fix them

If you take a deep look into your customer data, you can get better forecasting capabilities. In other words, you can more effectively serve your customers and understand your prospects

7 questions every small business should ask when looking for a CRM

Capturing the whole customer experience is hard when your data is siloed. The right CRM can help a small business bring it all together

Flying without a map: Nicole France on charting her course as an analyst

As we did last year, we’re extending International Women’s Day throughout the month of March to…

• Only human

How to create a sales CRM strategy

With a CRM strategy, your team will be able to fully utilize the tool to close more sales, boost efficiency, and improve prospects’ experience

• Sales strategy

The complete guide to customer service

Customer service is the act of supporting customers in their discovery, use, optimization, and troubleshooting of a product or service.

3 reasons support leaders can benefit from a sales CRM

To help ensure your buyer’s journey is an effortless one, businesses will want to bridge silos and close gaps between sales and support

Fullscript’s best practices for scaling support operations

When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents

Considering customer service outsourcing? Ask these 4 questions first

In this article, we’ll clear up some of the confusion about customer service outsourcing so you’re enabled to make the best decision possible