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CRM — Archive · Vol 308 Issue 3

2 articles that week

Destination CRM, Friday, November 17,2023

Sales AI Vs. Traditional CRM

Vol 308 · Issue 3 · 2023-11-17

After my last column, which focused on the cost companies incurred by not adequately investing in the tools reps needed to sell in uncertain times, I received a lot of feedback pointing out I had tackled only half the challenge. Some readers noted that I did not address precisely why new technology is or could be something that really optimizes sales performance.

Destination CRM, Monday, November 13,2023

Real-Time Guidance: Practical AI Tools For Contact Center Agents

Vol 308 · Issue 3 · 2023-11-13

The concept of real-time guidance (RTG) is not new-such solutions have been part of the contact center market for more than two decades. But it wasn't until these solutions were delivered from the cloud, which provides the processing capacity necessary to power them, that they became truly viable for contact centers.