November 2014

Magazine Features

How to Create the Right Content for the Right Social Channel

Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion.

Maximize the ROI of Your CRM Solution: Learn How to Get the Most for the Least

The payoff from your CRM system is determined as much by your commitment to it as by the strength of the technology.

Work-at-Home Solutions Are Transforming Call Center Operations

At-home agents can be as productive, if not more so, as those in the contact center.

Front Office

3 Tips for Social CRM Success

Before diving headfirst into social media, it's important to lay the groundwork for success.

Reality Check

Is It Time to Move Your Contact Center to the Cloud?

Make sure you understand the myths and realities.

The Tipping Point

Is Social Media Still Just Hype?

When used wisely, this channel can be a B2C gold mine.

Scouting Report

Speech Analytics Is Starting to Make a Difference

With skilled analysts behind them, these solutions can enhance the customer journey.

Pint of View

Greeting Cards Enter the CRM Space

A new spin on contact management piques my interest—and pique.

Customer Experience

How to Create Meaningful Customer Experiences

Tap into the power of purpose, empathy, and memories.

Voice of the Customer

Five Traits of Exceptional CX Leaders

Establishing and building relationships is key.

Insight

Dynamic Pricing Gains Ground

But it must factor in how much customers are willing to pay.

Customer Satisfaction Plunges Again

American Customer Satisfaction Index sees one of its biggest drops in 20 years.

Search Goes Social

Google's SEO algorithms are changing, with social media playing a big part.

More E-Commerce Experiences Are in Store

New technology enables retailers to bridge the physical and digital divide for the holiday shopping season

Business Voicemail Goes Unanswered

Most callers would rather hang up than leave a message.

Verizon Puts a Different Spin on Loyalty Rewards

The new program rewards customers for everyday activities.

Why Twitter Is Not a Strategy

Though new technology is tempting, marketers have to get back to basics.

REAL ROI

CRM Yields New Efficiencies for City Harvest

The food rescue organization broadens its reach with Microsoft Dynamics.

Stryker Takes Brochures into the Digital Age with Adobe's Publishing Suite

Adobe DPS cuts production time and cost for the medical device company.

For Hewlett-Packard, FantasySalesTeam Makes Results a Reality

Tech leader sees sales gains—and a culture change—with gamification solution.