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Cross-selling became a popular marketing and customer acquisition technique through customer service and sales contact centers back in the 1990s. In the past ten years it has become a common practice on web sites based on an understanding of consumer insights learned from navigation patterns. Read More

Here are some of the blog posts for marketers and contact center executives that we’ve recently found interesting. Hopefully you’ll get something out of them too! Read More

Here are some of the blog posts for marketers and contact center executives that we’ve recently found interesting. Hopefully you’ll get something out of them too! Read More

A customer trigger event is a major (although it could be a minor) event that happens in a consumer’s life, such as buying a house, that triggers the need for additional decisions regarding products or services. Read More

Even in the face of the rising usage of online self-service, the voice channel is still the preferred channel of choice for many customers. In fact; a survey from Forrester found that well over half of customers prefer to interact with a customer service representative via the phone. Contact center Read More

Marketing individuals have a lot of ways to interact and “read” their customers online thanks to the power of social networking sites like Twitter and Facebook. Customers are posting their unfiltered opinions about movies, books, local restaurants and brands online after almost every interaction—a Read More

Contact center capacity is going up as voice becomes “sexy” again driven by mobile adoption. This is both good and bad news for enterprises. It’s good news because the contact center is becoming an increasingly important channel for managing the customer experience. Being able to have a one-on-one Read More

Whether companies are willing to admit it or not, their customers are not willing to engage and interact with their brand in one channel and one channel only. Nor do customers’ expectations of your brand promise stay tied to a single channel. The customer has needs and wants that transcend a solita Read More

SalesPortal today announced a new capability that provides enterprises with the flexibility to rank their marketing partners to provide priority access to their customer audiences.

The new capability allows users to rank partners by setting the specific number of times an offer is read by call c Read More

A company that sells farming equipment shouldn’t be advertising in Times Square. One of the principle rules of marketing is that you cannot be all things to all people. While you may want your product or service to appeal to as wide a potential audience as possible, at some point you’ve overreached Read More