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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

Customer Service Becomes a Marketing Tool

As businesses today compete on customer experience (CX), marketers have a tremendous opportunity to leverage effective customer problem resolution to increase loyalty and, potentially, sales. This approach integrates marketing and customer service in the ways that CRM always promised.

With Gamification, Contact Centers Can Be Fun

Contact centers are not blind to the issues that cause worker discontent, and many are now trying to inject a little fun into the drudgery by incorporating gamification. It's viewed as a natural progression as changing employee expectations increasingly alter the workforce.

Tips to Avoid Drowning in Data

Having tons of customer data means nothing unless companies can turn it into actionable intelligence that they can use to influence or alter the bottom line. That translation might not happen immediately, but it has to happen eventually if data projects are to sustain themselves.

When It Comes to Texting, Companies Need to Strike a Balance

Texting is a viable business communications tool, but inefficiencies still abound

ViewPoints

Customer Data Platforms: Striving for a Single View of the Customer

To marketers trying to swim through a flood of disconnected customer data, a CDP can look like the life preserver needed for them to stay afloat. And if it is the real deal, it can be. Here's a look at the CDP field today.

To Get Maximum Benefit From Your CRM, Don’t Overlook These Capabilities

Like anything else, CRM solutions are only as effective as the way you use them, and not all sales teams are fully exploiting the technology's features.

How Are CRM and $100 Trillion in Economic Value Connected?

Digital transformation is expected to create enormous value in the coming years, so now's the time to shift to digitizing processes and operations and help your organization support rapid change and innovation.

The Top 4 Fears Salespeople Face—and How to Overcome Them

Salespeople are often their own worst enemy, building up fears of obstacles that don't really exist. But if they face their fears, they can overcome them and be the stronger for it.

Columns

The Hybrid Contact Center Workforce of 2030

Make way for the ‘interaction center,' staffed with humans, IVAs, and robots

How AI Is Impacting CRM (Already)

More customer data leads to smarter AI, and the sky's the limit

Analyzing CX Means Looking at the High Points, Wherever They Are

How customers feel at the end of interactions is only part of the story, not the climax

To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

Buyer's Guide Partners