How Integrating Your Content Center with CRM Bridges the CX Gap

How Integrating Your Content Center with CRM Bridges the CX Gap

Mark Pendolino Mark Pendolino | Thursday, January 11, 2018

Contact centers are largely Omni channel today, which means that customers can get in touch using not just the phone but also various forms of web and mobile-based applications like email, chat, and social media. Telephony and web infrastructure are major concerns in contact center management, but so is the access to information in delivering excellent customer experience.

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What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?

What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?

Mark Pendolino Mark Pendolino | Monday, April 17, 2017

Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of keeping your customers happy, and have technological solutions for gaining insights on your customers through the power of data, they are different as it pertains to managing your customer and prospect base.

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Leverage the Right Metrics to Reduce Call Volumes

Leverage the Right Metrics to Reduce Call Volumes

Keith Taylor Keith Taylor | Thursday, February 11, 2016

A Canadian man by the name of Corbin Smith live tweeted the entire eight straight hours he was on hold with TigerDirect.ca. During this, he went to work, biked home, crowd sourced funds to order pizza and was syndicated across social sites, including popular Buzzfeed which received 43K likes on Corbin’s live tweet. During the 8th hour, TigerDirect.ca  hung up on Corbin and didn’t reach out to him until 5 full days later.   

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