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Customer Service/Call Centers/Contact Centers > Magazine Features

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

Natural Language Works with More Than IVRs

Companies with high interaction volume can look to natural language understanding to help with the surge.

Tips for Battling Bias in AI-Based Personalization

Being aware of human flaws could lessen the chance of them becoming damaging technology flaws

Engagement Hubs Put Customers at the Center

CEH technology emerges to connect multiple customer-facing systems.

Marketers Move to Chart Journeys in Real Time

Speed becomes an essential element of customer journey analytics.

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

Field Service Goes High Tech Amid the Pandemic

Advances allow for remote service delivery and better customer interactions

For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged

Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

Use Digital Platforms to Drive In-Store Traffic, and Vice Versa

Online and offline environments are no longer competitors for the same retail customers

Math Meets Marketing with Statistical Models

Modeling is key to marketing success, but the data needs to be better

Co-Browsing Gains as a Service Tool

COVID and the shutdowns bring a rise in technology alternatives to in-person service interactions

The Best CRM Software, Solutions, and Innovators: The 2020 CRM Industry Awards

Our 19th annual awards recognize the vendors that shone the brightest during the past year.

The Best CRM Software and Solutions: The 2020 CRM Industry Leader Awards

Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in sales, marketing, and customer service.

Seven Top Innovating CRM Companies for 2020: The CRM Rising Star Awards

These vendors provide the products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Contact Center Infrastructure: The 2020 CRM Industry Leader Awards

The Best Contact Center Analytics: The 2020 CRM Industry Leader Awards

The Best Workforce Optimization (WFO): The 2020 CRM Industry Leader Awards

The Best Contact Center Outsourcing: The 2020 CRM Industry Leader Awards

Kustomer Offers a New Approach to Customer Information: The 2020 CRM Rising Star Awards

Providing a deep level of service automation

LivePerson Brings Conversational AI to Life: The 2020 CRM Rising Star Awards

Carving a niche in conversational commerce and AI