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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.

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

Sprinklr Specializes in Customer Experience, with a Sprinkle of AI: The 2020 CRM Rising Star Awards

Defining value with customer experience management

Voximplant Makes Calls Smarter with AI: The 2020 CRM Rising Star Awards

Accelerating voice, video, messaging, and voicebot development for the modern call center

Zoom Video Communications Enables Business to Continue During the Pandemic: The 2020 CRM Rising Star Awards

Enabling businesses to connect and collaborate remotely with customers and colleagues

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2020 CRM Top 100

CRM presents its second annual rundown of the leading companies and hottest trends in customer relationship management

The Top Customer Service Trends: Contact Centers Grow Use of the Cloud, AI, and Other Technologies

COVID-inspired remote workforces force contact centers out of their on-premises comfort zones

The Top Marketing Trends: Automation and AI Are the 'New Normal'

Marketers will continue to lean on chatbots, voice search, artificial intelligence, and video in the post-COVID world

The 2020 CRM Top 100 Companies in Customer Service, Marketing, and Sales

CRM presents its second annual list of the 100 leading vendors in customer relationship management

Identity Resolution Moves into the Contact Center

The popular marketing technology is aiding in routing, fraud detection, and issue resolution