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CX Becomes Essential as Contact Centers Become the Face of the Company

Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange.

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CRM Case Studies

WestJet Customer Satisfaction Takes Off

The small airline benefits from a bot built by Netomi for Facebook Messenger

Speech Analytics Boosts Customer Service for Bluegrass Cellular

Calabrio helps the wireless carrier increase lower-cost Level 1 support

Navy Federal Deploys Verint for COVID-19 Response

The credit union turned to Verint's analytics to address changing business conditions

When It Comes to Communications, Twilio Has Insurance Firm Covered

Cover Financial is benefiting from Twilio's Flex cloud-based platform

CRM Columns

IVAs: The First Responders for Customer Service

Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines

To Thrive During COVID-19 Recovery, Shore Up Your CRM Foundation

Three process pillars must be in place to steady your system

Companies Have Built Up CX Equity. Here’s How They Should Use It

A reservoir of goodwill will be critical to bringing back customers once the crisis passes

Stop Trying to Make Us All Productive

Instead of hyper-focusing on productivity, companies must also consider their workers' well-being

Reports & Research

Leading Healthcare Provider Saves $11 Million a Year and Immediately Improves CSAT with Predictive Behavioral Routing

NICE

Stepping up to Secure the Cloud

Calabrio

Applying Emotional Intelligence In the Call Center

Cogito

The ROI of Real-Time Agent Guidance: How AI Helps Align Agent Performance with Customer Expectations

NICE

State of Service: Insights and trends from over 3,500 service leaders and agents worldwide

Salesforce

Connect Sales and Service Around the Customer

Salesforce

Customer Workflows: Drive customer loyalty with connected digital workflows

ServiceNow

Customer Workflows Book of Knowledge

ServiceNow

Manage Field Service Efficiently and Safely During Challenging Times

ServiceNow

Service Operations: How to organize resilient operations for unforeseen circumstances

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

Five9 Adapter for Zendesk

Five9

Five9 Adapter for Microsoft Dynamics 365

Five9

Five9 Adapter for ServiceNow

Five9

Five9 Adapter for Salesforce

Five9

Cloud CRM Integrations

Five9

Tackling the Customer Data Challenge through Customer API360

Jitterbit

7 Guidelines for Customer Data Integration: A Pragmatist's Guide to Delivering Tangible Results Quickly

Jitterbit

Create high value customer experiences in the field like HP Indigo

ServiceNow

The role of chat bots in field service organizations

ServiceNow

2020 Gartner Magic Quadrant CRM for Customer Engagement Center

ServiceNow

The secret sauce helping CX leaders create loyal clients: Convenience

ServiceNow

The communications revolution: How businesses create value through empathy and impactful engagement

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

2020 IDC Perspective: Customer Service and the Future of Work

ServiceNow

Discover 6 best practices of field service leaders

ServiceNow

CORINIUM: The Customer Experience Perspective

ServiceNow

Forrester Study: Business Value of ServiceNow Customer Service Management

ServiceNow

Driving Radical Customer Service Innovation: Move beyond operational demands to deliver proactive strategies that drive business growth

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow