-->
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.

When It Comes to Texting, Companies Need to Strike a Balance

Texting is a viable business communications tool, but inefficiencies still abound

The Meandering Path from IVRs to IVAs

Opportunities abound for emerging voice intelligence solutions, but companies need to be mindful about what the systems can and cannot deliver

Strategies to Keep Revenue from Slipping Away

Revenue leakage happens, but you can limit just how much is lost

Top Leaders in CRM: The 2019 CRM Influential Leader Awards

Join us in recognizing their achievements

Marchex Rolls into the Sales Parade: The 2019 CRM Rising Star Awards

The analytics provider makes a foray into sales

Spalding Scores Big Gains with Salesforce: A CRM Elite Customer Awards Case Study

The sports equipment giant expands its digital business with cloud technology

Hottest Trends and Companies in Customer Service, Marketing, and Sales: The CRM Top 100

CRM presents its inaugural list of the 100 leading vendors in customer relationship management.

The Top Customer Service Trends: Building Better Service Beyond Voice

Artificial intelligence is making it possible to personalize customer care

The CRM Top 100 Companies in Customer Service, Marketing, and Sales

How to Empower Agents to Become Super Agents

With artificial intelligence handling simple tasks, agents need to develop new skills to meet customer expectations

Social Customer Care Requires Compassion

Companies can't rely solely on canned responses. Some interactions require a human touch

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