July/August 2018

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

Front Office

It’s a Small World, But It’s Still a Big Deal

There are many considerations and plenty of questions that need to be asked before spreading out across the planet.

Reality Check

Contact Center Management Is Both an Art and a Science

A lot of skill is required, but even the most talented manager has to rely on data

The Tipping Point

3 Ways to Make Technical Consultants Part of the Sales Team

Having well-integrated sales and technical staff helps build credibility and your bottom line

Connect

ABM and Content Marketing Thrive in the Age of the Customer

These new (sort of) approaches to marketing bring personalization into the modern age

The Last Line

I Give and I Give, but You Take and You Take

Companies should try providing a little value before begging for more of our personal information

Customer Experience

Government IT Should Adopt a CX Approach

A great customer experience for citizens starts with a better employee experience for federal workers

Voice of the Customer

10 Traits of Effective CX Leaders

What does it take to lead a customer experience team?

Insight

E-commerce Communities Alter Companies’ Go-to-Market Strategies

CMO Council urges adoption of the 4Ps of marketing: precision, personalization, persuasion, and perfection

Gig Economy Has Contact Center Potential

Customer communities can be a fruitful source of freelance customer service workers

Required Reading: How to Master Sales Enablement

In a world of informed buyers, sales enablement can help organizations set themselves apart

REAL ROI

Real Estate Agency Is Sold on Contactually

Engel & Voelkers improves customer follow-through with the CRM platform

Reputation.com Polishes a Property Manager’s Rep

For Garden Communities, managing online reviews is now a walk in the park

Silicon Labs Gets More Nimble with Adobe Experience Manager

Flexibility and increased customer insight are among the benefits