Sales & Marketing

A surprising number of e-commerce implementations begin without a clear view of the organization’s vision for a successful outcome, who is going to be involved, and when. These organizations may lose weeks or months resetting expectations, redefining t…

Driven by their online buying experiences, savvy business to business (B2B) buyers are demanding omni-channel capabilities when making work-related purchases. But for B2B sellers, in today’s rapidly changing world, building an effective omni-channel ex…

It used to be that keywords were the magic keys to online marketing. However, over the past few years, much has changed. Gone are the blissful days of keyword stuffing. Now, you need unique and valuable content to pull Google’s heartstrings. Without it…

It’s time to learn how to do more with your feedback and operational data. As customers increasingly use new technology tools and interaction channels to engage businesses (and one another), the role of Voice of the Customer programs has elevated to ne…

It’s time to learn how to do more with your feedback and operational data. As customers increasingly use new technology tools and interaction channels to engage businesses (and one another), the role of Voice of the Customer programs has elevated to ne…

Service level measures the accessibility of a company to their customers and the company’s ability to plan for call volume fluctuations and execute their staffing strategy. It has been found to be directly tied to customer service quality and inbound c…

Customer-centric companies are optimizing the customer experience by making phone interactions more personal, professional and effective. This has led to an increase in customer satisfaction, promotes a positive brand awareness and increases revenue fo…