April 2019

Magazine Features

Best Customer Service Software, Solutions, and Leaders: The 2019 CRM Service Awards

Our 16th annual recognition of innovation and success in customer service

Best Customer Service and Contact Center Software and Solutions for 2019: The CRM Service Leaders Awards

Our picks for the top customer service and call center solutions. The 16th annual CRM Service Awards recognizes the leading companies in customer service.

Six Top Innovating Customer Service Companies for 2019: The CRM Service Rising Stars Awards

These vendors provide the products, services, and integrations that add up to innovation

Best Customer Service Case Studies for 2019: The CRM Elite Customer Awards

The user companies that demonstrate the power of a good solution

Best Customer Case Management: The 2019 CRM Service Leaders Awards

Best Contact Center Infrastructure: The 2019 CRM Service Leaders Awards

Best Interactive Voice Response (IVR): The 2019 CRM Service Leaders Awards

Best Web Support: The 2019 CRM Service Leaders Awards

Best Workforce Optimization (WFO): The 2019 CRM Service Leaders Awards

Best Contact Center Search: The 2019 CRM Service Leaders Awards

Best Enterprise Feedback Management (EFM): The 2019 CRM Service Leaders Awards

Best Contact Center Analytics: The 2019 CRM Service Leaders Awards

Best Contact Center Outsourcing: The 2019 CRM Service Leaders Awards

Avaya Re-emerges with Renewed Purpose and Products: The 2019 CRM Service Rising Stars Awards

A new focus on next-gen service puts the vendor on a strong trajectory

RingCentral Dials into the Contact Center: The 2019 CRM Service Rising Stars Awards

Acquisitions and alliances move the collaboration vendor into the call center

SAP Goes All in with Customer Service: The 2019 CRM Service Rising Stars Awards

The CRM provider's service offerings received the lion's share of attention this year

Twilio Flexes Its Customization Muscles: The 2019 CRM Service Rising Stars Awards

With the Flex platform, companies can make the entire contact center experience their own

Vonage Takes Contact Centers to the Cloud: The 2019 CRM Service Rising Stars Awards

The company strengthened its position as a premier cloud contact center provider

Zappix Relieves Contact Center Stress: The 2019 CRM Service Rising Stars Awards

The vendor's solutions aid utilities with service interruptions and healthcare providers with treatment updates

Genesys’ PureCloud Boosts Company Nurse Service: A CRM Service Elite Customer Case Study

The contact center systems helps triage workplace injuries, saving time and money

MoneyGram Gets Lean and Saves Green with NICE inContact: A CRM Service Elite Customer Case Study

The money transfer company now serves its global clientele with greater efficiency

SpotHero Reserves Efficient Service with UJET: A CRM Service Elite Customer Case Study

The parking platform provider has cut telephony costs in half

Front Office

Who Really Wins with Vendor Consolidation?

Companies can focus on customer service and process improvements instead of constantly purchasing, integrating, configuring, and customizing complex software.

Reality Check

4 Things to Know About the AI for Sales Marketplace

Artificial intelligence is fundamentally changing CRM, and it deserves your attention now

The Tipping Point

Make Customers Your Best Salespeople

The advocacy of a satisfied customer can make all the difference in B2B sales

Scouting Report

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

The Last Line

AI Isn’t Inevitable—It’s a Choice

Companies should approach automation with judgment and analysis, not resignation

Customer Experience

In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience

Serve citizens in ways that create advocates while driving compliance and efficacy

Small Biz Buzz

Amazon Serves Up CX Lessons

With Go and AR, the giant retailer is showing us how new tools can connect with customers

Insight

6 Customer Service Pitfalls and How to Avoid Them

Forrester warns against assuming that customer service and customer experience are the same

First-Time Purchases Can Predict Loyalty

MIT research identifies harbinger products that don't lead to future business

Required Reading: Replace Managing with The Coaching Effect

Managers make sure processes are followed; coaches drive growth

The CMO’s Role Changes Amid Digital Transformation

A recent report from Forrester lays out three courses of action that CMOs should take to become more involved in the process

To Sell Globally, Market Locally

Cross-border commerce requires attention to regional nuances, a new report stresses