CRM Magazine: April 2017
Magazine Features
Our 14th annual recognition of innovation and success in customer service
Cogito's Dialog can detect emotions and guide agents based on what customers are feeling
The vendor has been on an acquisition spree to help agents work together and across departments
The social communications platform provider brings creativity to collaboration
Big acquisitions propel the company to a coveted spot in the industry
The vendor's acquisition strategy takes it in completely new directions
With Visual Dual-Session Customer Support, customers now have a new IVR support channel choice
For the mobile POS systems provider, Salesforce LiveMessage exceeds multichannel support expectations
Avaya-owned Zang's text messaging platform helps keep OwnerListens in the conversation
The water and electricity supplier diverts a customer call overflow with Interactions' virtual contact center agents
Front Office
As products largely become commoditized and differentiation is harder to come by, cost clearly is setting some vendors apart in 2017.
Reality Check
Empathy in an agent is great, but so is a take-charge attitude.
The Tipping Point
Different customer cohorts don't all speak the same language, or react to the same messages
Scouting Report
With ever-increasing demands for personalized service, contact centers need workforce management that can adjust to life's uncertainties
Pint of View
Tools can cause troubles of their own.
Customer Experience
Customer experience management needs to be at the vanguard of your strategy.
Small Biz Buzz
Getting customer insights served up by CRM lets reps focus on relationships
Companies are extending cloud-based customer service tools across departments
Digital marketing will approach $120 billion by 2021, but marketers are shifting strategies to adjust to a post-digital world
Reports from Juniper and Forrester indicate that use of mobile payment solutions will increase for both businesses and consumers
Rapid development calls for rigorous approaches to collaboration.
Study finds a distinct link between CX Index scores and revenue potential

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