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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

Voice AI Joins the CRM Conversation

Integrating voice technology, conversational AI, and CRM systems can vastly improve the customer journey.

The Best CRM Software, Solutions, and Innovators: The 2024 CRM Industry Awards

Our 23rd annual awards recognize the vendors and innovators that shone the brightest in the past year.

The Best CRM Software and Solutions: The 2024 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 2024: 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.

ViewPoints

AI Agents: What Businesses Should Know and How to Leverage Them

Start planning now to bear the fruits of productivity gains, cost savings, and enhanced capabilities.

AI Paired with the IoT Means Retail Goes Real Time

Pairing AI with data from IoT devices, underpinned with an event-enabled approach, is changing the way retailers do retail—from the shop floor, to understanding customer experiences, to optimizing stock levels in the warehouse.

Customer Care Teams Have Much to Gain Using Generative AI

Brands of all sizes are putting generative AI to work, rapidly scaling customer engagement strategies and creating more efficiencies throughout their customer service efforts.

Transforming Customer Engagement with Omnichannel Strategies

State and federal regulators may be tightening the rules on marketers, but following best practices and using new technologies will help them succeed.

Columns

Your Customers Don’t Care about Efficiency Metrics

A focus on cost reduction can shortchange your contact center.

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

Conversational Interfaces: Gimmick or Gateway?

We have to keep questioning the tech we adopt, not just for its flash but for its function.

Applying AI Successfully to Customer Service

Manage the challenges, realize the benefits.

Buyer's Guide Partners