since ‎07-20-2022

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What does the NFL have to do with lead and call routing?In a sales-focused contact center, a critical decision is how to distribute leads and inbound calls among the team. Some companies do round-robins, where calls are allocated evenly.But not at Ki...
As consumers, we all receive prompts to complete customer surveys after interacting with a website or talking with a contact center agent.But I always wonder, “can’t you get a sense of how my interaction went from looking at the raw data itself?”BBQG...
One of the keys for marketers to drive improved conversion rates is understanding consumer intent - and then using those intent signals to personalize both digital and human touch points along the customer journey.This is where more sophisticated cus...
As a marketer, driving demand cost effectively is hard enoughBut in some industries, the degree of difficulty is even higher - as you have to dynamically route leads to different agents based on a variety of factors, all in real time.Health insurance...
In tough economic times, every marketer needs to make the most of their campaign budget.Yet consider this amazing statistic.Across consumer brands, 30-40% of all interested consumers who reach out for sales assistance don’t ever get to speak with an ...
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