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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 Meandering Path from IVRs to IVAs

Opportunities abound for emerging voice intelligence solutions, but companies need to be mindful about what the systems can and cannot deliver

Strategies to Keep Revenue from Slipping Away

Revenue leakage happens, but you can limit just how much is lost

Top Leaders in CRM: The 2019 CRM Influential Leader Awards

Join us in recognizing their achievements

Marchex Rolls into the Sales Parade: The 2019 CRM Rising Star Awards

The analytics provider makes a foray into sales

ViewPoints

Drive Customer Engagement Results With Customized, Flexible Communications

Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service.

An Introduction to Sentiment Analysis, the Next Great Customer Experience Tool

This technology can help classify customers' moods based on their reaction, reviews, or other input, enabling you to make the adjustments that will keep your customers happy and coming back.

Humans, Not Bots, Will Convert Browsers Into Buyers

If you want to effectively engage with browsers and convert them into customers, you need to connect them with the right people—people who already appreciate and love your brand and use your products every day.

How AI Helps Small Businesses Edge Out Larger Competitors

AI lets you personalize services, devote the necessary attention to qualified leads, and plan your marketing efforts to speak to people on a deeper level.

Columns

The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

The Reality of AI—Once You Get Past the Hype

Artificial intelligence is widely claimed, but practical uses are not widely found just yet

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

Buyer's Guide Partners