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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

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2020 CRM Top 100

CRM presents its second annual rundown of the leading companies and hottest trends in customer relationship management

The Top Customer Service Trends: Contact Centers Grow Use of the Cloud, AI, and Other Technologies

COVID-inspired remote workforces force contact centers out of their on-premises comfort zones

The Top Marketing Trends: Automation and AI Are the 'New Normal'

Marketers will continue to lean on chatbots, voice search, artificial intelligence, and video in the post-COVID world

The 2020 CRM Top 100 Companies in Customer Service, Marketing, and Sales

CRM presents its second annual list of the 100 leading vendors in customer relationship management

ViewPoints

3 Questions to Ask Your Conversational AI Vendor

Conversational assistants are becoming key components of customer engagement strategies. Here's how to find one that's right for you.

1-800-TEXT: Enable Your Toll-Free Number for SMS

Toll-free numbers need to go beyond voice to provide new competitive advantages for businesses while improving the customer experience.

Optimizing Mobile Growth in a Post-COVID-19 Era

Those brands that can build mobile experiences for changing needs, and surprise and delight customers in the process, will safeguard their future.

Digital Innovation, Remote Work, and Trusted Relationships Will Spearhead the Pandemic Economy

All of us—technology providers, businesses, and consumers—must collectively work together to find new solutions if we are to reach the other side of this crisis.

Columns

Coronavirus Shows the Value of CRM

It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.

As Agents Already Know, Emotional Work Is Real Work

Compassion fatigue can be a big issue in contact centers

What Post-Pandemic Contact Centers Will Look Like

Will agents return to the office or remain remote? The answer is, likely, yes to both

Voice + AI Represents the Next Chapter in CRM’s Evolution

As voice technologies become ubiquitous, customer interactions will never be the same

Buyer's Guide Partners