CRM Cover

November 2017

Magazine Features

Seeing the Realities of Augmented Reality

The technology is fast approaching, but marketers need to get up to speed before diving in

The Real Benefits of Artificial Intelligence

Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers

Sales Lead Scoring Is a Winning Formula

The right sales leads can be golden, and automation is the key to finding them

Front Office

The Shifting Costs of Customer Contacts

The interactions that require agent input tend to be more difficult, resulting in longer interactions that cost more

Reality Check

Chat Is Not Replacing the Voice Channel for Customer Service

Is it a must-have for contact centers? Yes. But it remains a complement to voice.

The Tipping Point

Customer Service Remains a Conundrum for Too Many Companies

For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.

Scouting Report

Robots Are in Your Contact Center’s Future

Robotics, in tandem with desktop analytics, will drive productivity improvements.

Customer Experience

5 Ways to Demonstrate Purposeful Leadership

When leaders have a clear set of values, everyone else feels confident and empowered.

Insight

B2B Trails B2C in E-Commerce Effectiveness

B2B companies need to evolve their go-to-market strategies by adopting proven B2C principles

Improve Contact Center Operations to Keep Customers

Research finds the greatest opportunities to stand out with customer service are with live agents

Required Reading: Evolving The Nordstrom Way to Customer Experience Excellence

Trust and the ability to quickly adjust to industry changes have enabled the company's ongoing success

Sales Success Needs More of a CRM Focus

Salespeople frequently miss targets, which could require a CRM reset

REAL ROI

Baker Labs Doubles Leads for Its Healthcare Clients with CallRail

The marketing agency helps medical firms gain more potential customers with call tracking and recording software

Conga Aids Utah’s Economy

The Utah Governor's Office of Economic Development is using Conga Contracts to award business grants and incentives

Predator Nutrition Bulks Up Its Loyalty Program with Zinrelo

The sports nutrition retailer leverages Zinrelo's "360-degree" approach to customer interaction

The Next Step

Are You Prepared to Parent Your New Young Hires?

Younger workers need to learn how to handle customers—and how to handle themselves

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