Magazine Features

Worldwide Customer Service Takes Cultural Sensitivity

Maintaining a high standard of customer service across geographic boundaries is a tall order. Here's what companies need to know

10 Key Questions to Ask Before Selling Internationally

Before selling abroad or broadening your international presence, experts suggest you answer these questions first.

Extending International Reach Doesn’t Guarantee Marketing Success

Companies need to balance potential opportunities with numerous challenges when expanding beyond their borders

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: The Top Customer Service Software, Technology, and Leaders

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

The 2018 CRM Service Leaders: The Top Customer Service & Call Center Software and Solutions

Our picks for the top customer service and call center solutions. The 15th annual CRM Service Awards recognizes the leading companies in customer service.

Best Customer Case Management: The 2018 CRM Service Leaders

Best Call Center/Contact Center Infrastructure Software: The 2018 CRM Service Leaders

Best Interactive Voice Response (IVR) Systems: The 2018 CRM Service Leaders

Best Web Support Software: The 2018 CRM Service Leaders

Best Workforce Optimization Software: The 2018 CRM Service Leaders

Best Contact Center Search: The 2018 CRM Service Leaders

Best Enterprise Feedback Management (EFM) Software: The 2018 CRM Service Leaders

Best Contact Center/Call Center Analytics: The 2018 CRM Service Leaders

Best Call Center/Contact Center Outsourcing Companies: The 2018 CRM Service Leaders