Expert Advice

Richard Shapiro

Humans Must Have a Role in the New World of AI

There's value in a human-to-human relationship, but there's nothing wrong with having technology to help along the way.

Donna Fluss

It’s Time for a Real Digital Transformation

Companies need to move into omnichannel service offerings to truly undergo needed digital transformations.

Brad Cleveland

12 Principles for Better Contact Center Budgets

Contact center budgeting requires a clear direction, good communication, and a solid understanding of the contact center's needs and strategic contributions.

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Vendor Views

Rebecca Burdick

Why Your VoC Programs Should Extend Beyond the Contact Center

Successful customer feedback programs programs should include solicited and unsolicited comments across channels.

Andreas Heckmann

How Today’s Organizations Must Prepare for the Workforce of the Future

Traditional business models are evaporating, and businesses must adapt or be left behind.

Sudhir Pucha

A Recipe for Customer Service Success: RTSA, CMS, and CSRs

Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.

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News Briefs

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Kustomer Secures $60 Million to Improve Its Automation Capabilities

Maria Minsker | December 06, 2019

Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.

AWS Launches Contact Lens for Amazon Connect

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.

Dec 04, 2019

Improving Customer Satisfaction and Overcoming Information Silos Weigh Most Heavily on Call Centers

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.

Dec 02, 2019

The Chatbot Market Is Poised for Massive Growth

According to one study, the market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024, a rate of 29.7 percent. A separate study found that the market is expected to grow 24 percent during 2018-2022.

Maria Minsker | Nov 22, 2019

At Dreamforce, Salesforce.com Expands Voice Across Its CRM Application Portfolio

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)

Nov 19, 2019

3 Customer Service Mistakes Disney Plus Made at Launch

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)

Maria Minsker | Nov 18, 2019

Microsoft and Salesforce Expand Strategic Partnership

Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams. (Featured on DestinationCRM.com.)

Nov 14, 2019

AT&T Drops the Ball on Customer Communication

In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.

Maria Minsker | Nov 11, 2019

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