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.

The Struggle to Raise First-Contact Resolutions

Contact centers have struggled to limit follow-ups, but tech is increasing the odds.

What Will It Take for Omnichannel to Live Up to Its Promise?

Omnichannel customer service technology exists. Now companies just have to deploy it properly.

CRM Special Report: Vertical Markets Spotlight

A roundup of the CRM innovation taking place in eight industry verticals.

CRM in Financial Services: Vertical Markets Spotlight

Data is the key to addressing new threats to traditional banking and investment relationships.

CRM in Government: Vertical Markets Spotlight

A vastly different vertical still depends on data.

CRM in Healthcare: Vertical Markets Spotlight

CRM helps medical providers maintain and grow their patient pools.

CRM in Manufacturing: Vertical Markets Spotlight

Manufacturers finally start to embrace CRM.

CRM in Retail/E-Commerce: Vertical Markets Spotlight

CRM helps merchants and customers in tough economic times.

CRM in Technology: Vertical Markets Spotlight

Tech companies tend to push CRM to the limit.

CRM in Travel/Hospitality: Vertical Markets Spotlight

Better bookings can come in with CRM systems.

Interaction Analytics Helps Improve Coaching/Training

Data-driven guidance provides a better agent and customer experience.

Is Social Customer Care Ready for a Comeback?

Customer service over social channels failed once, and it still needs work in version 2.0.

Conversational AI Moves from Service to Selling

Long a contact center staple, conversational intelligence is moving into sales, and there's lots of money on the table.

Emotion Detection in Marketing Is About to Go Mainstream

Technology to detect and analyze emotional states has advanced significantly in the past year alone.

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