Kate Leggett

For a 30-year-old technology category, it is amazing to see the CRM (customer relationship management) industry continue to grow at a staggering rate. Why? Because CRM is at the heart of every business that wants to compete on customer experience. It enables companies to access 360-degree views of customers in real time to drive reliable, […]

Few companies deliver great service because of the disjointed and overly costly tech ecosystem. Today, you need: Queuing and routing technologies to capture voice, digital, and social inquiries and route them to the right agent pool. Workforce optimization technologies to manage agent staffing, monitor the quality of service that they deliver, and coach them. Customer […]

Organizations that can rapidly react to changing customer behavior will lead. Those that struggle to meet the demands of this altered economy will fall further — if not entirely — behind.

The pandemic exposed some gaping holes in customer service technologies and processes. Learn the three key areas where customer service organizations should focus in the year ahead.

The pandemic has elevated the importance of the customer service organization — and uncovered gaping holes in customer service processes and technologies. Read three key takeaways from our recent survey into customer service tech.

Facebook announced its intention to acquire Kustomer for $1 billion, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power in interactions with companies. Customers demand easy, effective service that values their time and provides them with personal experiences that are in context of their actions. They increasingly use self-service and digital channels to interact with […]

Find out how Salesforce plans to use the $28B buy to extend the reach of its CRM platform.

随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的最后一节第四部分，将为读者介绍2020年客户服务的第三个趋势：随着人工智能的应用，客服人员的配置和企业文化也将发生改变。

随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第三部分，将为读者介绍2020年客户服务的第二个趋势：升级客服桌面以应对复杂问题。点击阅读更多了解具体内容。

随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第二部分，将为读者介绍2020年客户服务的第一个趋势：客服中心将不再是扩展客户服务规模的关键，而更多要学会利用新兴技术增强客服能力。点击阅读更多了解具体内容。

随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第一部分，将简要概述优质的客户服务价值以及需要关注的三大客户服务趋势。点击阅读更多了解具体内容。

CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about how […]

Since the start of the pandemic, customer service organizations are doubling down on their investments in knowledge management because these solutions: Empower customer service agents to deliver successful outcomes. One of the top three drivers of customer service success is agent knowledge. The early days of knowledge management focused on streamlining access to curated content. […]

Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication channels in silos, which means that: (1) Agents have no knowledge of the customer’s prior digital interactions and (2) they cannot easily understand a customer’s prior actions […]

There is no single customer service solution that is ideal for all sizes of organizations, all industries, or all business models. For example, many companies selling and supporting higher-value, considered purchases have complex customer service processes that require collaboration between the account and customer service organization. Each customer interaction is also an opportunity to nurture […]

More customers are using self-service as a first point of contact during the pandemic. Learn how companies are working to improve the experience.

More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. The technology offloads repeatable tasks from agents, enforces compliance to process and policy, and allows agents to focus on work that matters. Yet contact centers often don’t see the initial ROI of RPA play out as they scale […]

RPA (robotic process automation) is a tactical, short-term fix to digitize common, reproducible agent tasks in the contact center. It’s an easy overlay to your existing technology ecosystem and extends the life of the contact center applications. Forrester data shows that over 44% of organizations are already using RPA. There are two forms of RPA. […]

Customer experience (CX) is still king in 2020. Modern customer relationship management (CRM) must be used as a foundational technology for customer engagement in order to deliver experiences that keep your customers coming back for more. Here are our top five trends for CRM in 2020: Self-service for end-to-end customer journey support increases. More customers […]