-->
CRM Covers
Free
for qualified subscribers
Subscribe Now Current Issue Past Issues
CRM Case Studies

Great American Home Stores Shift to Digital

The retailer built its business during the pandemic with LeadsRx

Qualfon Keeps a Closer Eye on its Agents

Observe.AI is helping the outsourcer coach agents more effectively

Inkit Gets Its Data Flowing In

The company's customer data is onboarded properly with Flatfile

Talroo Energizes Solr Search Engine with Lucidworks

Lucidworks' Fusion is returning faster search results for Talroo customers.

CRM Columns

STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

Social CRM: Your Voice for Sharing Subject Matter Expertise

Potential buyers are turning to lots of influencers. You need to make them advocates for you.

Companies Must Compete on Decision Velocity

To those who can make faster, more accurate decisions, time is a friend.

Reports & Research

Five9 Adapter for Salesforce

Five9

Five9 UC Integration with Zoom Phone

Five9

Five9 UC Integration with Microsoft Teams

Five9

Breaking Down the Walls Between the Contact Center and the Business

Why contact center-UC integration is a business imperative today (Five9)

Voice of the Field Service Engineer – Service Council Report

ServiceNow

Future Applications of AR in Field Service - WBR Report

ServiceNow

Customer Operations 2021: Success in CX and Digital Transformation Through Service and Back-Office Alignment

ServiceNow

Contact centers after digital transformation: Research is in.

NICE CXone

ROI of Operationalizing Data to Boost Customer Success Results

NICE CXone

CX Transformation Benchmark (2020), Survey of Global Business

NICE CXone

Ovum Report: Take a Modern Approach to Customer Experience

Genesys

The 5 Phases of Digital Engagement

Genesys

Genesys’ acquisition of Bold360 will position it in the digital customer engagement field

Genesys

Digital Channel Management for WFM for Dummies

NICE Systems

DISH Network provides scheduling flexibility for their remote agents

Calabrio

Five9 Intelligent Virtual Agent

Self-service made easy with fast and accurate conversational AI

Five9 Intelligent Virtual Agent Solution Guide

How to automate customer care with AI-powered self-service

The Evolving Customer Contact Center: 5 Operational Imperatives

Conduent

Increase field service safety and reduce costs with augmented reality

ServiceNow

From Collected to Connected: 5 ways to unlock your IoT potential to revolutionize Your Field Service

ServiceNow

Verdantix - Smart Innovators: Field Service Management Software

ServiceNow

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

Forrester Consulting Study: The Total Economic Impact™ Of ServiceNow Field Service Management

ServiceNow

Analyst Report: CCW Special Report: Service Continuity & Connectivity

ServiceNow

Proactively address issues to create superior customer experiences

ServiceNow

CCW Market Study – Future of the Contact Center: A Forecast

ServiceNow

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management

ServiceNow

Forbes - Field Service On The Edge

ServiceNow

Forbes - Power of the platform: Using IoT data to drive customer satisfaction

ServiceNow

Maximize uptime and streamline maintenance with ServiceNow

ServiceNow

Knowledge2020 Digital Experience - Field Service Spotlights

ServiceNow

Drive customer loyalty with connected digital workflows

ServiceNow

Customer Workflows Book of Knowledge

ServiceNow

Customer Operations: 6 best practices for connecting customer service resources

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

Aberdeen Report: The Return on Managing Customer Convenience in Modern Service Programs

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

Best Practices for Applying AI in the Contact Center: 7 Steps to Maximize AI Benefits

Nice CXone

Infrographic - The field service technician’s wish list

ServiceNow

Emerging Technologies in Field Service Management - WBR Report

ServiceNow

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

ServiceNow