CRM Cover

March 2011

Magazine Features

The 2011 Service Leaders

The 2011 Rising Stars

The 2011 Service Elite

Front Office

Is a Contact Center Revival ‘Up Around the Bend’?

Reality Check

Hiring Reps? Get Them a Digital Research Assistant

Sales intelligence systems help shorten ramp-up time

Customer Centricity

It’s All About Execution and Measurable Results

Customer experience 2.0 demands more discipline than 1.0

The Tipping Point

The Service Provider–Customer Paradox

Fewer consumers are switching, but that doesn't mean they are happy

Scouting Report

Realizing the Benefits of Speech Analytics

Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope

Pint of View

The Jobs, They Are A-Changin’

Social CRM technology requires learning new skills


Gripes About U.S. Contact Centers Rise

Since 2008, complaints have jumped by 40 percent, says analyst firm

Egyptian Unrest Puts Call Centers To the Test

Companies scramble to relocate outsourced operations in the wake of violent political protests

Hotels Go Mobile for a Better Stay

Properties create apps to reach prospective guests and the ones they have

Customers Becoming Salespeople

The rising power of consumers should put them at the forefront of social strategies

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