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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 Best CRM Software, Solutions, and Innovators: The 2021 CRM Industry Awards

Our 20th annual awards recognize the vendors that shined the brightest during the past year.

The Best CRM Software and Solutions: The 2021 CRM Industry Leader Awards

Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Six Top Innovating CRM Companies for 2021: 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.

The Best Contact Center Infrastructure: The 2021 CRM Industry Leader Awards

ViewPoints

Voice of the Product: Devices Are Talking, and It’s Time We Start Listening

We are missing out on an important part of the equation between a customer and a business: the product. It is time to start giving it a voice.

Building the Cross-Company Customer Experience

Enterprises should not be expected to play the role of middlemen as they hire more and more vendors to address increasing customer experience demands.

Inconsistent Communication Is Costing You Customers. Here Are 5 Ways to Help

Consistency is vital to move the needle on both CSAT and performance. But growing globalization and new, complex trends have compounded the challenge of inconsistency—and multiplied its impact on results. Here's what to do about it.

Here's Why Companies Should Really Be Busting Down Silos

Silos are not without their positives. But the cons greatly outweigh the pros.

Columns

Chatbots Can Turbo-Charge Your CRM

Automated conversations can augment human ones at critical junctures.

Great Customer Experiences Don’t Require Disney World Delight

Businesses should set their sights at a lower, more important target.

Our CRM Industry Awards Turn 20 Amid a World of Change

It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.

The Contact Center WFO Market Is Transforming

The story of this market is explained not by the pandemic but by digital transformation and the migration of contact center solutions to the cloud, both of which were accelerated by COVID-19.

Buyer's Guide Partners