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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.

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Sentiment Grows in Significance as COVID Surges

Companies see renewed interest in gaining the most from customer feedback.

Bots Are Good, but They Can’t Do It Alone

The best bots know when and how to hand off complex requests to humans.

A Road Map for Creating a Winning Mobile App

Why companies need a mobile app today and how to create one.

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.

ViewPoints

4 Ways AI Can Improve the Customer Service Agent Experience

It's more important than ever for companies to improve the agent experience to reduce turnover going into 2022. Recent advancements in artificial intelligence could help.

3 Ways to Move From Customer Service to Customer Care

Companies recognize that customer service representatives can be key brand ambassadors for their customers, so they're beginning to emphasize quality over quantity.

The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional?

Customer experience expert Jon Picoult explores whether teams should create exceptional, loyalty-enhancing moments for customers—or simply make it effortless for customers to do business with them.

Better Customer Experiences Make a Bigger Impact Than You Might Think

Companies that offer too-complicated experiences to customers could be leaving a lot of revenue on the table.

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WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

When contact centers sent their employees home to work, workforce optimization/workforce engagement management tools helped ease the transition.

The Contact Center Agent Hiring Gap

The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Four Reasons for Combining CX and EX

Customer and employee experiences are intertwined, and the programs for each should be too.

Buyer's Guide Partners