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Customer Service/Call Centers/Contact Centers > Insight

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.

CCW Outlines 5 Strategies for Modernizing Contact Centers

Data will forge new contact center capabilities by 2025, CCW Digital Predicts

The CARES Act Can Drive Customer Obsession

Forrester outlines how companies can use COVID-19 funding to improve customer experiences

CMO Responsibilities Need to Expand

Forrester says marketers need to be more customer-obsessed to succeed

With Customer Service Spiking, Investments Should Focus on Productivity

Gartner suggests spending on technology that will increase employee performance

Required Reading: Tips to Keep Customers from Going Away

Good customer experiences can lead to lifelong loyalty and growth

B2B Needs to Align Digital and Humans

Sales require a human-centered approach supported by technology, Accenture finds

Customer Experience Measurement Must Be Consistent

Those who understand customer experience's impacts get bigger budgets, Gartner finds

Required Reading: Put Customers in the Driver’s Seat

Companies need to spend time with customers to avoid disruption

What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

CX Leaders Struggle to Show the ROI

Communicating the benefits of their CRM investments eludes many, West Monroe researchers find

Required Reading: Dialogue Is the Key to Retail Sales Success

The need to adapt communications strategies is non-negotiable

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

Gartner Survey Finds Self-Service Insufficient

The self-service shortfall comes at a time when the cost differences between self-service channels, like company-run websites and mobile apps, and agent-assisted channels, like phone, email, and chat, are very substantial and continue to widen.

Customer-Centricity Is Key to Sales Success

Sellers must be able to provide perspective to customers, CSO Insights suggests

Required Reading: Tips for Truly Memorable Experience Design

Customer service is founded on three pillars called the Service Trifecta

Deloitte Identifies Best Practices for Connecting with Customers

Emotional connections are the key to brand loyalty, research finds

Required Reading: Ensuring Success Is in Your Sphere

It's in the quality, not the quantity, of your contacts

Verint Offers Unified VoC to Help Solve Growing Interaction Challenge

Company emphasizes the need for more feedback at its Engage user conference

On the Scene—Smart Customer Service: Companies Can’t Overlook the Human Element

Amid a flurry of technological innovation, people are still the best customer service tools companies have, speakers stressed

Required Reading: Making Sense of Irrational Loyalty

The right response to a crisis can lead to rabid devotion