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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

For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged

Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

Use Digital Platforms to Drive In-Store Traffic, and Vice Versa

Online and offline environments are no longer competitors for the same retail customers

Math Meets Marketing with Statistical Models

Modeling is key to marketing success, but the data needs to be better

ViewPoints

The Data Impacting CX and Growth That Chief Digital Officers Are Missing

Customer experience, revenue, and costs are impacted by not having a digital returns approach, as the absence of true returns data means that many retailers do not have an end-to-end view of their business.

5 Key Customer Loyalty and Engagement Trends for 2021

Now is the time to anticipate and strategize for the post-pandemic changes in outlook and behaviors.

Deep Customer Insights: The Key to Building Excellent Products

To get the right products to market, faster, companies need to leverage every customer conversation and interaction they have.

As CX Leaders Learn to Adapt, Here Are 4 Lessons to Keep in Mind

While it's easy to be overwhelmed by all the change, it is also an opportunity to go back to the basics and refocus efforts as we look to and plan for a new and forever-changed 2021.

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Is It Knowledge Management’s Time?

Institutional knowledge at your fingertips is a big plus right now.

Contact Center WFO Remains Healthy, Despite the Pandemic

But to thrive moving forward, WFO needs to go beyond the contact center.

When CX Breakthroughs Become Baselines

Customer experience leaders must be prepared to continually innovate

New to CX? Start with the Xs and Os

Why it makes sense to use the data you already have—operational data

Buyer's Guide Partners