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Customer Service/Call Centers/Contact Centers > Columns/Departments

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.

Contact Centers: The Next Big Thing

Yes, really. But why are software vendors jumping on the contact center train?

The Cloud Contact Center Land Grab Is on

The future is in the cloud, and CCaaS vendors are battling to stand out.

Six Myths About Design, and Four Ways to Overcome Them

Too many companies are in the dark about what design is, who should be involved, and how to do it well.

Communication Is Essential for CX

Often overlooked, communication strategies are necessary to drive action.

A Trip Down Social Media’s Memory Lane Uncovers Emotions

And it's not just social media; CX can produce memorable (hopefully positive) feelings.

Remembrance of CRM Things (and Sweet Desserts) Past

For the author, there's a lot of history in these pages.

Don’t Break Down Silos!

Instead, unify them around customer experience.

The Death of the Work Ethic

A positive look at a negative situation.

Evolving CRM from the Enterprise to the Extraprise

The goal: creating a community in which everyone contributes to their collective success.

Where Has the Time Gone?

Once upon a time, high costs, limited functionality, and low adoption, among other things, threatened to make CRM systems obsolete. Thankfully, the industry didn't give up.

Connecting in a Post-COVID World Doesn’t Have to Be Complicated

Remote or partially remote workforces are likely to be with us for quite some time.

The Contact Center’s AI Revolution

AI technology is driving a rapid pace of innovation and change in the service sector.

It’s Time to Focus on the Metaverse

Virtual worlds will be the most transformative technology in the next decade. Prepare your strategy now.

Your Employee Technology Also Drives Your Customer Experience

Customer service reps deserve tools that help, not impede.

4 Ways to Optimize Your CRM for the COVID Age

Here are the lessons we've learned helping businesses weather the pandemic.

WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

When contact centers sent their employees home to work, workforce optimization/workforce engagement management tools helped ease the transition.

The Contact Center Agent Hiring Gap

The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Four Reasons for Combining CX and EX

Customer and employee experiences are intertwined, and the programs for each should be too.

Is Near-Real-Time Machine Translation Nearly Here?

Believe it or not, we might yet overcome the fall of the Tower of Babel.