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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.

Integrating CRM Data into the Enterprise

AI and analytics present a bounty of ways to leverage CRM data across your business.

CX is Getting More Complex. Are You Ready?

Heightened customer demand is creating new issues and driving the creation of new tools.

Creating Customer Experiences that Endure

They need a foundation built on orchestrated systems, processes, and technologies.

Five Collaboration Strategies to Power Your CX Transformation

What do successful CX functions do differently? Build coalitions around core business competencies.

How Artificial Intelligence Is Transforming CX

Contact center systems were long overdue for a major refresh. AI is obliging.

Reinforcing the ‘R’ in CRM

Companies need to embrace the role of relationships in driving digital and business transformation.

Please, Just Give Us All the Information We Need

To win the American people's vote (i.e., business), companies need to do a much better job of educating them.

Inclusive Experiences Start With Inclusive Language

Companies have learned and are demonstrating that words matter.

Are Robots Turning into Us, or Us into Them?

Automation technologies seem intent on turning reps and agents more and more robotic.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.

IVAs: Self-Service Solutions that Work

It's time to give the customers what they want.

How Should Metaverse Pioneers Organize Their Efforts?

Don't be late to the party or, worse, end up missing the opportunity altogether.

Prepare for the Age of the Metaverse Economy

A rundown of use cases and the steps to get you started.

Hard to Hire

How to stop getting ghosted.

Aligning People, Process, and Technology: The Key to a Successful Contact Center

This bit of wisdom never goes out of style, no matter how advanced our tools become.

Challenging Times Lie Ahead; Bold Action Is Required

The opportunities for the CRM industry couldn't be better. Nor could the outlook, as we uncovered in our fourth annual 'CRM Top 100' issue.

With All the Tools Available, You Only Have Yourself to Blame for Poor Service

Many customers (like me) are not shy about expressing their displeasure with companies when they fail to meet expectations.

CX and the Need to Nix the Metaphor of War

When we stop thinking of customers as enemies to be ‘targeted', collaborative possibilities arise.

Oh, Paw-lease: Canines, CRM, and CX

As any pet owner will tell you, dogs have opinions. Perhaps even on customer experience?

A Trip Down Social Media’s Memory Lane Uncovers Emotions

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