Why Workforce Management Is Key To the Contact Center Future
If you fail to plan, then you’re planning to fail. Human creativity is critical in the customer service contact center. Planners must address these three things to set agents up for success.
Want To Elevate Field Service in Your Company? Get On One Platform
Learn how Fike, a 75-year old industrial safety parts manufacturer, connected field service to the broader organization to solidify it as a critical function.
How Unified Data Is Driving Today’s Digital Transformations
Get ready to unify your data, optimize your campaigns, and create the personalized experiences your customers want.
How To Measure and Maximize the Return on Your Digital Service Experiences
As customers gravitate en masse toward digital self-service channels, it's critical to track and measure your performance. But how? The answer is understanding Return on Experience.
How the Indiana Pacers Scored With Real-Time Marketing and Customer Engagement
Pacers Sports & Entertainment transformed its digital marketing to get more personal with basketball fans using real-time, cross-channel messaging.
Workforce Engagement Drives Operational Efficiency in Contact Centers — Here’s How
It's hard to predict service case volumes, and even harder to make sure customers are connected with the right agents on the right channels at the right time. Many organizations — including Salesforce — have rethought how they run the contact center. Here's what we know.
Retail Needs Haven’t Changed: The Buying Experience Has With CarMax
Connect the digital and human experience to build confidence and trust, for both your employees and customers.
How Automation Helped My Company Create an Agile Field Service Workforce
When the pandemic hit, Mobile Technologies Inc., a global leader in retail merchandising and services, accelerated a plan to digitize field service management and create an agile workforce. Here are five takeaways.
Purpose-Driven Work Helped PwC Guide Clients Through the Pandemic
Many organizations needed help to continue their purposeful work during the pandemic. Here are six inspiring highlights.
The All-Digital Customer Has Arrived — Is Your Business Ready?
What does it look like to market, sell, and engage your audience from anywhere? Our latest customer stories featuring Sonos, e.l.f. Cosmetics, and Spalding show how to get more from digital.