Blog category - Data, CDP, and AI

Imagine a contact center buzzing with genuine connection, where every interaction fosters trust and strengthens relationships. But beneath the surface lies a hidden challenge: navigating the delicate balance between impactful outbound communication and safeguarding sensitive customer data. In today’s privacy-conscious landscape, contact centers walk a tightrope, and missteps can have significant consequences. This blog post

Did you know that there’s a goldmine of untapped potential hidden within your data? It might sound surprising, but research has revealed that a whopping 55% of the data in enterprises goes unnoticed, often referred to as “dark data.” Why is this a big deal? Because in today’s business landscape, data is as good as

Running a successful contact center requires a delicate balance of efficiency, effectiveness, and productivity. The key to achieving this balance lies in ensuring that your contact center agents are equipped with the right tools, skills, and support to excel in their roles. As a contact center manager or supervisor, it’s essential to regularly assess and

The path to purchasing is never linear. As a marketer, it can be difficult to understand how a buyer went from point A to Z.  With individual users jumping from a cell phone to a laptop, from Facebook, then to Google, then to your website, it can be impossible to pin down your ideal consumer.

A tight CRM integration has become table stakes for contact centers. Over 50% of cloud contact center projects are triggered by the prior transition to the cloud of a CRM application. Businesses expect a 2-way integration between the two. It gives agents access to customer profiles to better personalize the experience. It also allows them to provide back to the system of record interaction details and dispositions to keep a complete history.  While most cloud contact center software offers pre-built connectors, CRM integrations can quickly become tedious to set up and hard to

Customer Lifetime Value (CLV) is a critical metric that represents the total revenue a company makes from any given customer during the entire lifecycle. Companies spend a lot of time and money to improve CLV because the longer customers stay with you, the more you generate profit and higher returns. Now the question is: how

Contact centers, as well as sales and marketing teams, have struggled for years to see inside the customer/prospect’s mind to understand their hot buttons, preferences, buying triggers and so on. Some organizations spend hundreds of thousands of dollars commissioning big research reports to give them these answers. The results, however, are always limited at best.

Customer service, sales, and marketing teams have struggled for years to see inside the customer/prospect’s mind – to really understand what’s going on at a given point. For instance, is the customer or patient.. Happy or disgruntled? A candidate for an upsell or considering defecting? Payment delinquent or have a credit? Recovering from major surgery