As Contact Centers Become More Complex, Testing Grows in Importance

Tools to optimize customer service operations have grown in scale and depth of functionality.

How Reliable Is Your Contact Center's AI Guidance?

Determining whether companies can trust the next-best-step suggestions AI makes for agents.

The Best CRM Software, Solutions, and Innovators: The 2022 CRM Industry Awards

Our 21st annual awards recognize the vendors and innovators that stood out from the crowd during the past year.

The Best CRM Software and Solutions: The 2022 CRM Industry Leader Awards

Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Five Top Innovating CRM Companies for 2022: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Contact Center Infrastructure: The 2022 CRM Industry Leader Awards

The Best Contact Center Interaction Analytics: The 2022 CRM Industry Leader Awards

The Best Workforce Optimization/Engagement Management (WFO/WEM): The 2022 CRM Industry Leader Awards

The Best Contact Center Outsourcing: The 2022 CRM Industry Leader Awards

LivePerson Blazes New Trails with Conversational AI: The 2022 CRM Conversation Starters

LivePerson moves deeper into the marketing, sales, and commerce domains.

Medallia Wins New Markets and Geographies: The 2022 CRM Conversation Starters

The CX management company's acquisitions and partnerships are turning it into a customer experience powerhouse.

CXM with a Sprinkling of Simplicity: The 2022 CRM Conversation Starters

Its cloud-based unified CXM platform has more than 30 unique products, covering social media marketing and advertising, content management, collaboration, customer care, and analytics.

The 2022 CRM Industry Hall of Fame: Harley Manning

The CX pioneer is stepping down after 24 years leading Forrester Research's team of customer service analysts. He founded the firm's CX practice.

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2022 CRM Top 100

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

The Top Customer Service Trends for 2022: New Service Channels and Challenges

Investing in digital, social, and virtual will remain a post-COVID priority.

Putting Your Business to the Text

Now's the time to integrate third-party messaging into your customer service channel mix.

CRM’s Storied Past

The milestones that brought CRM to where it is now

CRM Has a History of Aspiration, Accomplishment, and Automation

Analysts reflect on an industry that has seen many challenges overcome and others yet to be resolved.

Voice Biometrics Are Not 100 Percent Foolproof, but Steadily Improving

The technology has holes, but is more efficient than traditional password security.

Productivity Tools Advance to Assist Remote Workforces

Contact centers now have a wide assortment of tools to help agents work more efficiently, no matter where they are.