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Magazine Features

Saved by Zero (Contact Resolution)

Automation is taking away the need for agents to get involved in many interactions

7 Steps to Heat Up Cold Calling

Cold calling has become more challenging as technology has evolved, but it still offers a prime opportunity to land a new deal

Get Back to Basics with Direct Mail

Companies still find value in letting the post office deliver their customer messaging

Where in the World Are Outsourcers Going?

Onshore and nearshore locations see the most contact center growth

In Modern Marketing, It’s All About Location, Location, Location

Technological advances are expanding what businesses can do with location-based marketing

Personas Become Key to Successful Marketing

Customer profiles can help reach buyers with precision, but it takes effort

2020: The 5G Revolution Begins

Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.

Customer Data Platforms Emerge as Marketing’s Latest Holy Grail

Companies adopt a new way to collect information in their ongoing quest to gain a single view of the customer

Channels Collide as Physical and Digital Converge

In 2020, customers will demand both in-store and online touchpoints

Customer Service Becomes a Marketing Tool

As businesses today compete on customer experience (CX), marketers have a tremendous opportunity to leverage effective customer problem resolution to increase loyalty and, potentially, sales. This approach integrates marketing and customer service in the ways that CRM always promised.

With Gamification, Contact Centers Can Be Fun

Contact centers are not blind to the issues that cause worker discontent, and many are now trying to inject a little fun into the drudgery by incorporating gamification. It's viewed as a natural progression as changing employee expectations increasingly alter the workforce.

Tips to Avoid Drowning in Data

Having tons of customer data means nothing unless companies can turn it into actionable intelligence that they can use to influence or alter the bottom line. That translation might not happen immediately, but it has to happen eventually if data projects are to sustain themselves.

When It Comes to Texting, Companies Need to Strike a Balance

Texting is a viable business communications tool, but inefficiencies still abound

It’s Not Too Late to Add Text Messaging to Your Marketing Strategy

Customers are showing a growing acceptance of text messaging by businesses

Businesses See a Sales Lift with Texting

Many companies are converting leads to sales with SMS outreach

Deeper Relationships Require Intelligence

Companies need new technologies to connect the dots in customer data

The Meandering Path from IVRs to IVAs

Opportunities abound for emerging voice intelligence solutions, but companies need to be mindful about what the systems can and cannot deliver

Strategies to Keep Revenue from Slipping Away

Revenue leakage happens, but you can limit just how much is lost

The Best Software, Solutions, and Leaders: The 2019 CRM Market Awards

The Best CRM Software and Solutions: The 2019 CRM Market Leader Awards

Our finalist and winners in nine categories point the way forward with the latest products and capabilities hitting the market