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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

Identity Resolution Moves into the Contact Center

The popular marketing technology is aiding in routing, fraud detection, and issue resolution

Zero-Party Data: Personalization and Privacy Can Coexist

When customers provide data directly to companies, consent takes on a new meaning for marketers

Social Media Influencers Can Boost Customer Service’s Image

Businesses ask happy customers to share their feelings on social media

Saved by Zero (Contact Resolution)

Automation is taking away the need for agents to get involved in many interactions

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How Artificial Intelligence Can Improve Your Customer Retention

Customer churn cannot be ignored, but too many sales reps think customer success is not part of their job description. Sales reps need to care about losing customers, and luckily, emerging technology like AI can help.

‘Servitization’ Can Make Customer Service a Revenue Center

By providing value-added, technology-driven service offerings, companies are finding they can create additional avenues for consistent revenue and account growth, all while delivering superior experiences for their customers and generating higher levels of loyalty.

3 Challenges Contact Centers Face With Remote Work—and How To Overcome Them

COVID-19 has altered the working landscape and led to important questions for the industry: Will remote working be better or worse for agent productivity and morale? Will it drive revenue, or will it mean a depleted workforce? We address these issues and more.

Forget Customer Experience—Customer Care Is the New Way Forward

If you want to reap visible results in the form of customer retention, loyalty, and, ultimately, sales, customer experience has to be replaced with customer care as its proactive, more human-like version.

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I’m Ready to Move On, And So Are Your Customers

Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.

Why Can’t We Just Put Customers First and All Get Along?

Disharmony can impact customers, employees, and the bottom line

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

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

3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19

Now is the time to harness all the tools of customer engagement

Buyer's Guide Partners