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Customer Service/Call Centers/Contact Centers

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.

Features

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.

ViewPoints

From Mad Men to the Metaverse: How Sales Enablement Automation Empowers Today’s Sellers

In an evolving market environment, organizations should embrace change rather than avoid it by adopting sales enablement automation that delivers the buying experience of the future.

3 Ways Digital Transformation Is Driving Customer Experience

Digital transformation is revolutionizing customer service, leading to great customer and employee experiences.

Why VoC and CX Cannot Be One-Size-Fits-All

Companies have to take all stakeholders into account and remember that all voice aren't equal. But they can't solicit feedback from customers just for the sake of compiling a report. Customers have to know they've been heard.

Empathy as a Business Tool: Thinking From the Customer’s Perspective

Sometimes what truly keeps customers happy and coming back is emphasizing—and empathizing with—their needs.

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CX and the Need to Nix the Metaphor of War

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

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.

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.

Buyer's Guide Partners