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.
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
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