Magazine Features

CRM Looks for Its Link on the Blockchain

Largely used for financial transactions, blockchain technology is finding its way into front- and back-office applications

How to Get Lasting Benefits from Temporary Employees

As temp workers become permanent fixtures in contact centers, how you treat them matters

With Interactive Marketing, Digital Outreach Becomes Bidirectional

Companies can better respond to customer clicks and contacts to deliver more appealing offers in real time

Now Is the Right Time for Silo Busting

Sticking to structures that keep data and departments separate is bad for business

'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'

Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions

Machine Learning Reshapes the Marketing Landscape

Emerging solutions provide marketers with insights into program effectiveness, but they require a high degree of skill to fine-tune

The 2018 CRM Service Awards

Our 15th annual recognition of innovation and success in customer service

The 2018 CRM Service Leaders

Our 15th annual recognition of innovation and success in customer service

The 2018 CRM Service Leaders: Customer Case Management

The 2018 CRM Service Leaders: Contact Center Infrastructure

The 2018 CRM Service Leaders: Interactive Voice Response

The 2018 CRM Service Leaders: Web Support

The 2018 CRM Service Leaders: Workforce Optimization

The 2018 CRM Service Leaders: Contact Center Search

The 2018 CRM Service Leaders: Enterprise Feedback Management

The 2018 CRM Service Leaders: Contact Center Analytics

The 2018 CRM Service Leaders: Contact Center Outsourcing

The 2018 CRM Service Rising Stars

Our 15th annual recognition of innovation and success in customer service

The 2018 CRM Service Rising Stars: Amazon

Amazon's AI connects with contact centers

The 2018 CRM Service Rising Stars: CallDesk

CallDesk takes virtual agents farther