March 2016

Magazine Features

The 2016 CRM Service Leaders

Our 13th annual recognition of innovation and success in customer service

The 2016 CRM Service Leaders: Customer Case Management

The 2016 CRM Service Leaders: Contact Center Infrastructure

The 2016 CRM Service Leaders: Interactive Voice Response

The 2016 CRM Service Leaders: Web Support

The 2016 CRM Service Leaders: Workforce Optimization

The 2016 CRM Service Leaders: Contact Center Search

The 2016 CRM Service Leaders: Enterprise Feedback Management

The 2016 CRM Service Leaders: Contact Center Outsourcing

The 2016 CRM Service Rising Stars

The 2016 CRM Service Rising Stars: [24]7 Adds Deep Neural Networks to IVR Systems

The 2016 CRM Service Rising Stars: Freshdesk Simplifies Customer Service for Growing Businesses

The 2016 CRM Service Rising Stars: NICE Systems Invests Heavily in Advanced Customer Support Analytics

The 2016 CRM Service Rising Stars: Support.com Revolutionizes Customer Support in the Digital Age

The 2016 CRM Service Rising Stars: TouchCommerce Bridges Gaps Between Traditional Ads and Digital Engagement Channels

The 2016 CRM Service Rising Stars: Zendesk Builds Closer Relationships Between Businesses and Customers

The 2016 CRM Service Elite Customer Companies

The 2016 CRM Service Elite: Hogsalt Hospitality

DialogTech helps Chicago restaurant group Hogsalt Hospitality capture lost revenue

The 2016 CRM Service Elite: Labor First

With revamped call center technology from NewVoiceMedia, Labor First puts customers first

The 2016 CRM Service Elite: Michigan Veterans Affairs Agency

Salesforce Service Cloud lets Michigan's VA agency give veterans a much-needed boost

The 2016 CRM Service Elite: Rx Outreach

With VoltDelta, Rx Outreach rolls out improved voice self-service and scheduled campaigns to better connect with customers

Front Office

Customer Service Advances with Mobile, Cloud, and Analytics Solutions

Reality Check

Data—the CRM Gold Mine We Continue to Ignore

Don't get so involved with system management that you miss the nuggets right under your nose

The Tipping Point

Social Customer Service: The Hype Gives Way to Practice

But the model you choose will depend on who's using it, and how

Scouting Report

Workforce Optimization's Winners and Losers

As the market moves toward analytics, many solutions will see their growth rev up—but a few will stall

Pint of View

Thank You for Your Whatever

Warm feelings help drive satisfying interactions

Customer Experience

Is Your Digital Strategy Ready?

Map out your digital future now—your competitors are

Insight

Data Scientist Is This Year's Hottest Job

Glassdoor rankings identify data scientist as the best job in America

Print Is Still Important in a Multichannel World

Print catalogs are growing as an effective marketing tool

Return Policies Affect Consumer Behavior

Longer return windows make returns less likely

Social Customer Service: Hug Your Haters

Companies should respond to their most vocal, critical customers, on their ground

Voice Search Alters the Content Marketing Landscape

Companies need to change their content strategies to appear in voice search results

The Next Step

CRM in Accounting: The Tide Turns?

An industry begins to accept it has to work harder to find and keep customers—and CRM can help